Guest Operations & Backend Admin Specialist — US Short-Term Rental Portfolio

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TYPE OF WORK

Any

SALARY

$1000/month

HOURS PER WEEK

45

DATE UPDATED

Aug 18, 2026

JOB OVERVIEW

Full-time · Remote · US Eastern hours · Competitive pay, paid on time, every time

About us:
Coveted Hospitality operates 80+ short-term rental units across Charlotte, Raleigh, Fayetteville, and Columbia. We run lean, we run fast, and we run on systems — every process is documented, every tool is modern, and nobody here is guessing what to do. We're hiring because we're raising our standard. We want operators, not task-takers.

What you'll actually do

Guest operations (~45%)

Respond to guest messages in Conduit within 15 minutes during peak hours
Handle inquiries, check-in and check-out coordination, mid-stay issues, and complaints
Triage field issues and route them to the right cleaner, handyman, or leasing office
Coordinate turnovers with regional cleaning leads and keep same-day check-ins on time
Monitor noise alerts and camera systems; handle lockouts and access issues

Reviews and reputation (~20%)

Call departing guests to convert great stays into 5-star reviews
Reply to every review, positive and negative
Build and file review disputes with Airbnb — identify the policy violation, gather evidence, write a facts-and-policy argument that gets the review removed Recovery-call any guest who leaves 4 stars or below, find the root cause, get it fixed

Sourcing, negotiation & vendor management (~20%)

This is the part most applicants won't have done, and it's the part we care about most. You'll be trusted to go find the answer and close the deal, not wait to be told how.

- Source what we need, wherever it is — appliances on Facebook Marketplace, furniture, replacement parts, hard-to-find items. - Compare options, negotiate the price down, arrange pickup, get it done
- Negotiate with cleaners on rates and scope, and push back when a quote is too high
- Find and vet new cleaners when we enter a market or replace a vendor
- Order supplies across the portfolio and stay inside approved spend limits
- Negotiate with guests on refunds, extensions, and compensation — protecting both the review and the revenue
- Negotiate with landlords and property owners on repairs and who pays for what
- Handle vendors by phone: internet providers, appliance warranty desks, utilities, leasing offices

Backend admin (~15%)
- File and track damage claims across Airbnb, VRBO, and ----------
- Keep the property database, maintenance tracker, and guest tracker current in Notion
- Verify utility accounts, autopay status, and listing accuracy
- Coordinate vendor scheduling and property access

What we're looking for
Non-negotiable:

- Excellent written and spoken English. You'll be on the phone with American guests daily. Clear, warm, confident, easy to understand the first time.
- Hands-on experience with our stack. You must have actually worked in Conduit (or a comparable guest-messaging platform), - Notion, Guesty, Slack, and SuiteOp. We're not training someone from zero on five tools — tell us which you've used and for how long.
- You close loops. When you own something, it gets to done — not to "followed up again." If a task has been open three days, you've already escalated it.
- You escalate fast when something is blocked. If the person assigned can't do the job, you say so immediately rather than re-queueing it to next week.
- You're resourceful. When you hit a wall, you find the way around it. You can source a washer on Marketplace, talk a cleaner's rate down, and get a warranty desk to schedule a technician without being walked through any of it.
- You can negotiate. With guests, cleaners, landlords, and vendors. Firm, warm, and comfortable naming a number and holding it.
- Fast. Messages answered in minutes, not hours. This is a high-paced environment and speed is the job.
- You write clearly. Your updates say what happened and what's next, not a list of everything you touched.

Strongly preferred:
- Prior short-term rental, property management, hospitality, or high-volume customer support experience
- Experience filing platform claims or review disputes with Airbnb
- Experience sourcing or negotiating with vendors and contractors
- Comfortable making outbound calls to US guests and vendors
- Reliable power and internet, and a quiet place to take calls

What you get

Competitive salary, paid reliably every cycle
Salaried, not hourly — you're paid for the role, and your pay doesn't move with the clock
1 paid day off per month
Fully documented SOPs for everything — you will never be left guessing
A modern stack: Notion, Conduit, Guesty, SuiteOp, Slack, Claude
Real growth. We're expanding across markets and promote from within.

How to apply

Send us:

A short note on the hardest guest situation you've personally resolved — what went wrong, what you did, how it ended
A 2-minute voice recording or video introducing yourself, so we can hear your spoken English
Your resume

SKILL REQUIREMENT
Airbnb Multitasking AI Automation
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