Hospitality Operations Manager - Remote (Short-Term Rental & Wedding Venue)

About the Role
We run a US-based luxury hospitality portfolio — currently 3–6 short-term rental properties and a boutique micro-wedding venue. We're looking for an Operations Manager, not a Virtual Assistant.
We run a modern, tech-forward operation — we use a lot of tools, build custom systems, and lean on AI to work smarter. You don't need to be an engineer, but you do need to be the kind of person who picks up new software quickly and genuinely enjoys finding better ways to do things.
This role is the "Control Tower" of our business. You will own logistics, guest experience, wedding sales, and brand marketing simultaneously — solving problems, spending company money when needed, and making judgment calls without waiting on the owner. If you need to be told what to do every hour, this is not the right fit. If you thrive with real ownership and a direct line to leadership, keep reading.

What You'll Own
1. Logistics & Procurement
You are responsible for ensuring our properties never run out of supplies. You'll manage inventory across all locations, use the company card to reorder linens, toiletries, and consumables proactively, and maintain accurate stock logs. You own this — not us.
Cleaner & Contractor Oversight: You are the direct supervisor for our cleaning teams. You'll set schedules, review photo quality reports after each turnover, and approve payments. If something breaks — a heater, a lock, an appliance — you troubleshoot with the guest, source and hire a local contractor, authorize payment, and then notify the owner once it's resolved.
2. Wedding Venue Sales & Coordination
Our systems are set up to help you respond to inbound wedding inquiries within 5 minutes during your shift — and that standard is non-negotiable. You'll answer questions about pricing, capacity, and availability with a warm, white-glove tone that matches the caliber of our venue. You'll qualify leads, schedule on-site tours, and keep our CRM (HoneyBook/Dubsado) clean and up to date so no lead falls through the cracks.
3. Guest Experience — Short-Term Rentals
Own all guest communication from inquiry to checkout across Airbnb and VRBO. Handle escalations, disputes with platform support, and craft professional responses to reviews — both positive and negative.
4. Content & Marketing
This is a real part of the job, not an afterthought. You'll be responsible for:
- Social media posting and scheduling across Instagram, Facebook, and TikTok using our content calendar and tools (e.g., Later, Buffer, or similar)
- Marketing email execution — sending pre-written or lightly templated campaigns to our lead lists via our email platform (e.g., Mailchimp, Klaviyo, or similar)
- Keeping our pipeline warm — following up with cold leads, past inquirers, and potential repeat guests using pre-approved messaging

You won't be writing strategy from scratch, but you need strong written English and an eye for what looks and sounds premium.

Requirements:

- 3+ years of experience in operations, property management, event coordination, or a hybrid hospitality/marketing role
- Must be available to work full-time, Monday–Friday, 9:00 AM – 5:00 PM CST (US Central Time) — this is a hard requirement, no exceptions
- Prior experience handling company expenses, purchasing, or petty cash — you will be trusted with a company card
- Fluent English communication, both written and spoken — you will be on calls with guests, wedding couples, and vendors regularly and must be able to represent the brand with confidence and warmth
- Solid working knowledge of Google Drive, Sheets, and Docs as a daily operating environment
- Comfortable with a tools-heavy workflow — you'll use multiple platforms simultaneously and are expected to learn new software quickly, including tools that are custom-built for our operation
- At least passing familiarity with Slack, a CRM platform (HoneyBook, Dubsado, or similar), a social media scheduling tool (Later, Buffer, or similar), and Airbnb/VRBO host dashboards
- Open to using AI tools like ChatGPT or Claude as part of your day-to-day — we'll show you how we use them, but curiosity beats credentials here
- High emotional intelligence — you can de-escalate a frustrated guest and keep an anxious bride feeling taken care of, all in the same afternoon
- Strong written English with a warm, professional tone that reflects a premium brand
Platform experience with Ownerrez is a strong plus but not required — we'll train the right person

Hardware Requirements: Reliable PC or Mac, 25 Mbps+ internet connection, Noise-canceling headset (required for guest and vendor calls)

Why This Role
Our last ops hire treated this like a task queue. We need someone who treats it like a business they co-own. As we add properties — and we are actively acquiring — your scope and compensation grow with us. This is a long-term career position with a direct relationship with the owner, not a seat in a call center.

How to Apply
Applications that don't follow these instructions will not be reviewed — this is your first test of attention to detail.
Send an email with the subject line: Hospitality Ops Manager – [Your Name]
Include:
1. Your resume or portfolio link.
2. Written answers to both scenarios below:
Scenario A — The Inventory Problem: You review a cleaner's post-checkout report and notice one of our properties has 2 rolls of toilet paper left. A guest checks in tomorrow. Next-day delivery isn't available and the owner is unreachable. What do you do, step by step?
Scenario B — The Wedding Inquiry: A bride emails asking to tour the venue this Saturday at 2 PM. Your calendar shows a private event in progress at that time. Write the actual reply you'd send her — it must decline that slot while keeping her warm and moving toward a booking.