Short Term Rental/Airbnb Operations & Guest Messaging Lead

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TYPE OF WORK

Any

SALARY

$10-15 per hour

HOURS PER WEEK

42

DATE UPDATED

Aug 22, 2026

JOB OVERVIEW

Company: Elevated Hosting
Location: Remote — Philippines
Industry: Short-Term Rental Property Management
Schedule: Tuesday–Sunday, 2:00 PM–9:00 PM Central Time
Philippines Schedule: Wednesday–Monday, 3:00 AM–10:00 AM Philippine Time
Days Off: Monday U.S. Central Time / Tuesday Philippines Time
Employment: Full-Time
Pay: $10-15 per hour depending on experience and ability

About Elevated Hosting
-Elevated Hosting is a growing short-term rental property management company serving the beautiful Smoky Mountains of Tennessee, including the Gatlinburg, Pigeon Forge, and Sevierville markets.
-Our goal is simple: provide exceptional guest experiences while operating our properties at a high standard for our homeowners. We are looking for a highly capable, proactive Property Operations Lead to become a key leader within our company and take ownership of the day-to-day operations of our short-term rental portfolio.
-This is not a traditional Virtual Assistant position. We are looking for someone who can think like an operations manager — someone who sees problems before they become emergencies, communicates clearly, follows through relentlessly, and takes ownership rather than waiting to be told what to do.

About the Role
-The Property Operations Lead will be responsible for leading daily operations across our short-term rental properties.
-You will serve as a primary point of contact for guests, cleaners, maintenance providers, vendors, and internal team members. You will oversee guest communication, coordinate property operations, manage issues and escalations, and ensure that tasks are completed to Elevated Hosting's standards.
-You will also help lead and support other team members, improve our systems and processes, and ensure that our properties consistently deliver a high-quality guest experience.
-The ideal candidate is someone who is highly organized, exceptionally responsive, calm under pressure, an excellent communicator, and naturally takes ownership.

Key Responsibilities
Operations - Guest Messaging and Vendor Management
-Manage guest communication before, during, and after stays across Airbnb, Vrbo, direct booking channels, and other platforms.
-Handle guest complaints and escalations with professionalism and good judgment.
-Coordinate solutions for issues such as cleanliness concerns, maintenance problems, access issues, missing items, and other in-stay problems.
-Determine when an issue can be resolved independently and when it should be escalated to management.
-Protect and improve Elevated Hosting's reputation by delivering consistently excellent guest experiences.
-Serve as a primary point of contact for cleaners, maintenance technicians, handymen, landscapers, and other vendors.
-Monitor completion of cleaning and maintenance tasks.
-Follow up on incomplete, delayed, or poorly completed work.
-Build positive, professional relationships with our vendor network.
-Identify potential problems before they negatively impact guests.
-Assist with inventory and supply monitoring and communicate when replenishment is needed.

Team Leadership
-Help manage and coordinate other virtual team members involved in guest communication and property operations.
-Monitor team performance and follow up when expectations are not being met.
-Help train new team members on Elevated Hosting's systems, communication standards, and SOPs.
-Follow and improve Elevated Hosting's operational SOPs. including creating and maintaining SOPs, checklists, templates, and workflows.
-Help onboard new properties into our operational systems and workflows.

We want someone who doesn't simply say, "There's a problem." We want someone who says, "Here's the problem, here's what I've already done, and here's what I recommend we do next."

Required
-3+ years minimum experience in US short-term rental/Airbnb property management as a manager and leader of others.
-Excellent written and spoken English.
-Strong customer-service and hospitality instincts.
-Ability to manage multiple properties and competing priorities.
-Comfortable handling upset guests and stressful situations professionally.
-Reliable high-speed internet and a professional work-from-home environment.
-Willingness to work U.S. Central Time evening hours, including weekends.
-Experience with Airbnb, VRBO, and -management system such as Hospitable, Guesty, Hostaway, OwnerRez, or Lodgify.
-Experience with STR operations platforms such as Breezeway, Turno, or similar.
-Previous experience coordinating cleaners, maintenance teams, and other vendors.
-Previous experience managing or training other virtual assistants.
-Experience creating or improving SOPs.

How Success Will Be Measured
-5 minute or less response time to guest messages
-100% 5 star reviews on Airbnb and 10/10 on VRBO. We maintain nearly 100% perfect scores and expect the same from you.
-Vendor and cleaner issues being resolved quickly and strong follow-through on open tasks.
-Team members being held accountable and supported.

If you are an experienced STR professional who enjoys solving problems, working with people, and making operations run better, we'd love to hear from you. Apply by submitting your resume to join Elevated Hosting and help us deliver exceptional stays in the Smoky Mountains.

SKILL REQUIREMENT
Short Term Rentals Airbnb Vrbo
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