Guest Experience & Property Operations — Luxury Short-Term Rental Portfolio

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: TYPE OF WORK

Any

: SALARY

5-7 an hour

: HOURS PER WEEK

40

: DATE UPDATED

Mar 29, 2026

JOB OVERVIEW

Lumina’s five-star guest rating is the foundation of the business.

It drives bookings, owner trust, and premium positioning. Maintaining that standard requires dedicated ownership of guest communications and property operations, especially during high-risk periods like weekends.

Until now, the CEO has managed operations across all properties. This role exists to take full ownership of day-to-day operations so leadership can focus on scaling the portfolio.

WHAT YOU’LL OWN

This is not a task-based role. You are responsible for ensuring nothing falls through the cracks across operations.

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Guest Communications (Core Responsibility)
• Manage guest messaging through Conduit (AI + inbox system)
• AI handles routine messages; you handle anything requiring judgment
• Respond quickly, clearly, and professionally
• Resolve all open tasks — nothing sits idle
• De-escalate issues before they become negative reviews
• Escalate only when necessary

Your goal is to protect the five-star guest experience at all times. You will need to be proactive ability to identify problems before issues arise.

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Cleaning Coordination
• Manage cleanings via Breezeway
• Review photo reports and turnover checklists
• Flag anything below standard immediately
• Coordinate directly with cleaners (text/Slack)

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Device Management
• Monitor locks and thermostats via SweetUp
• Act on offline devices and low battery alerts
• Ensure everything is functional prior to guest arrival

If a lock is offline before check-in, this requires immediate escalation.

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Vendor Coordination
• Manage maintenance requests
• Assess urgency and dispatch vendors
• Confirm resolution
• Monitor supply orders via Amazon Business
• Maintain vendor directory in Notion

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Owner Communications (Month 2+)

Once operational trust is established:
• Respond to routine owner requests
• Send weekly performance summaries
• Provide updates on property status

Escalate anything involving contracts, pricing/fees, or relationship risk.

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Systems & Reporting

Daily:
• Review Guesty bookings
• Clear Conduit inbox and task queue
• Check SweetUp device status
• Confirm Breezeway cleaning completions

Weekly:
• Provide operations summary (issues, resolutions, risks)
• Confirm calendar accuracy (no double bookings or errors)

Immediate escalation required for:
• Guest threatening a review
• Device offline at an active property
• Cleaner unavailable within 48 hours

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TOOLS YOU’LL USE
• Conduit (guest messaging + AI)
• Breezeway (cleaning operations)
• Suiteop (locks and thermostats)
• Guesty (property management system)
• Notion (SOPs and systems)
• Slack (internal communication)

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COVERAGE EXPECTATION

Short-term rentals operate seven days a week, with peak activity on weekends.

Weekend availability is required. If full coverage is not possible from one person, a secondary operator may be added for support. This is a structural requirement of the business.

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WHO THIS ROLE IS FOR

You are:
• Extremely detail-oriented
• Proactive and responsive
• Calm under pressure
• Able to manage multiple moving parts
• A strong communicator
• Comfortable handling guest issues independently

You think ahead, anticipate problems, and resolve them before they escalate.

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MUST-HAVES
• Experience in operations, hospitality, or property management
• Strong written and verbal communication
• Ability to manage multiple systems simultaneously
• High accountability and reliability

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BONUS
• Short-term rental experience
• Experience with Guesty, Breezeway, or similar tools
• Spanish-speaking (for Puerto Rico coordination)

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WHAT MAKES THIS ROLE DIFFERENT
• Direct impact on a premium hospitality brand
• Ownership over real operations
• Clear path to growth into senior operations leadership

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COMPENSATION
• Based on experience (hourly or monthly)
• Performance-based growth opportunities

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HOW TO APPLY

Please include:
1. A short introduction
2. Your experience with operations or hospitality
3. How you handle urgent guest issues
4. Your availability, including weekends

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FINAL NOTE

This role is the backbone of the business.

If you take ownership, solve problems quickly, and maintain standards, you will become a key part of a growing luxury hospitality company.

SKILL REQUIREMENT

Airbnb Customer Service Operation Management

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Guest Experience & Property Operations — Luxury Short-Term Rental Portfolio

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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