Guest Experience & Operations Coordinator (Short-Term Rental Company)

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: TYPE OF WORK

Part Time

: SALARY

$5 per hour

: HOURS PER WEEK

15

: DATE UPDATED

Mar 23, 2026

JOB OVERVIEW

WHO WE ARE:
We are a high-end exclusive boutique short-term rental (STR) and design/launch company managing and launching high value properties. Current portfolio includes 6 high performing properties with growth of an additional 10 by end of the year.

WHAT YOU CAN EXPECT:
In working with us, you can expect to find a supportive, fast-growing team that values clear communication, ownership, and pride in your work. We trust our team to take initiative and solve problems, and we’re here to support you every step of the way.

WHO WE ARE LOOKING FOR:
We are looking for someone who thinks fast, solves problems proactively, and takes full ownership of outcomes. Enjoys connecting and serving others through hospitality. Takes pride in creating consistent 5-star guest experiences, transforming our guests into raving loyal fans by going above and beyond to ensure each stay is above expectations.

YOUR OBJECTIVES:
- Own and deliver a consistent 5-star guest experience
- Build genuine, positive relationships with every guest
- Manage all guest communication with speed, warmth, and professionalism
- Ensure each home is fully guest-ready—going beyond minimum standards and tailored to each guest’s stay
- Take ownership of issues immediately and follow through to full resolution

You are the first responder and problem solver for the business, ensuring every guest feels taken care of from booking to checkout. You are our reputation.

DETAILED RESPONSIBILITIES FOR SUCCESS:

>Guest Communication (PRIMARY)
- Respond to all guest messages using:
- Hospitable Management Software
- Maintain fast response times (goal: under 5 minutes during shift)
- Provide clear, friendly, and professional communication
- Turn issues into positive guest experiences

>Coordination & Execution
- Communicate directly with:
- Cleaners
- Maintenance vendors
- Supply Sites (Walmart/Amazon, etc.)
- Handle real-time issues such as:
- Cleaning problems
- Maintenance issues
- Missing or low supplies

>Ownership Rule (CRITICAL)
- If you identify a problem:
- You take action immediately
- You follow up consistently
- You ensure the issue is COMPLETELY resolved
- Nothing is passed off without confirmation.

>Handoff to Systems Team
- After resolving issues, you will:
- Share clear updates with the operations/systems team
- Provide receipts, notes, and confirmations
- Ensure all relevant information is shared for accurate and proper documentation

YOU ARE ---NOT--- RESPONSIBLE FOR:
- Pricing or revenue strategy
- Listing optimization
- Invoicing or monthly reporting to clients/owners

YOUR PROVEN EXPERIENCE INCLUDES:
- Experience with short-term rental platforms:
- Hospitable (Required)
- Airbnb, Vrbo, and other OTA's (Online Travel Agencies)
- Experience coordinating cleaners, maintenance teams and managing supplies
- Experience handling guest complaints or escalations

OTHER INHERENT SKILLS:
- Excellent written English (friendly, clear, professional)
- Fast response and strong sense of urgency
- Strong problem-solving ability to create win-win solutions
- Ability to manage multiple conversations and tasks at once
- Highly reliable and organized

HOW TO APPLY

To be considered, you MUST follow ALL instructions:

1. Start your application with this exact phrase: "5 Star Guest Experience is my Experience"
2. Submit a 2–3 minute Loom video answering:
- Tell us about yourself
- Describe a time you handled a difficult customer or situation
- How you stay organized when handling multiple urgent tasks
- Answer this scenario:
“A guest messages at 6pm central time in US: ‘There are no towels and check-in was 1 hour ago.’
What EXACT steps would you take?”

3. Attach your resume

Thank you for taking the time to apply, look forward to connecting!

SKILL REQUIREMENT

Airbnb Organization Customer Relationship Management

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Guest Experience & Operations Coordinator (Short-Term Rental Company)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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