Short-Term Rental Operations Manager (Senior Level)

Location: Remote (Philippines-based applicants only)
Work Schedule: Full-time, Thursday to Monday, 10:00 AM to 7:00 PM EST (or until the last guest checks in, whichever is later)
Salary: Negotiable based on experience (with performance-based bonuses)

About Us

We operate a growing portfolio of design-forward vacation rentals across multiple U.S. markets. We are not a churn-and-burn operation. Every property is treated as a long-term asset, and every guest interaction is an opportunity to earn a 5-star review. Our team runs on radical accountability, proactive problem-solving, and ownership at every level.

About the Role

We are hiring a Senior STR Operations Manager to run day-to-day operations across our multi-property portfolio. You will be the operational owner of your assigned properties, responsible for guest experience, vendor performance, listing quality, and the review pipeline across Airbnb, Vrbo, ---------- , and direct channels.

This is not a ticket-closing role. This is not a virtual assistant position. We need someone who spots what is broken, proposes the fix, and drives it to completion without being asked.

If you have less than 5 years of hands-on STR operations experience, this role is not for you.

What You Will Own

Operations and Guest Experience
- Run daily operations across the portfolio with full ownership of outcomes
- Manage guest messaging across all channels, stepping in personally when issues need human judgment or recovery
- Handle escalations end-to-end: access issues, cleanliness complaints, maintenance emergencies, refund and resolution negotiations
- Own pre-arrival, in-stay, and post-stay touchpoints with 5-star reviews as the default, not the exception

Review and Reputation Management
- Monitor incoming reviews daily, respond to public reviews professionally, and proactively request reviews from satisfied guests
- Identify patterns in negative or neutral feedback and drive operational changes to eliminate root causes
- Track review score trends by property and escalate declining performance with a proposed remediation plan
- Handle dispute cases, resolution center claims, and damage recovery

Vendor and Cleaner Coordination
- Coordinate cleaners, handymen, landscapers, pool techs, and other vendors across properties
- Review turnover checklists and photo documentation to enforce quality standards
- Source, vet, and compare vendor quotes when replacements or new trades are needed
- Make cost-conscious decisions that protect cash flow without compromising guest experience

Listing Management
- Create, launch, and maintain listings across Airbnb, Vrbo, ---------- , and direct booking channels
- Keep photos, amenities, descriptions, house rules, and pricing levers accurate and optimized
- Coordinate listing refreshes when properties are updated or seasonality shifts

KPIs and Process Optimization
- Monitor the KPIs that matter: review scores, response time, cleaner turnover quality, occupancy, ADR, and resolution rates
- Use existing SOPs as a starting point and actively propose improvements
- Build and refine playbooks for recurring scenarios (same-day bookings, maintenance triage, guest escalations, damage claims)
- Flag blind spots and inefficiencies to leadership with a recommended fix, not just a problem statement

Pricing and Revenue Awareness
You will not handle pricing or revenue management directly. We have a dedicated revenue manager for that. However, you must understand dynamic pricing concepts, occupancy optimization, ADR, and RevPAR. You should be able to read performance reports, flag anomalies, and have informed conversations about property performance.

Requirements (Non-Negotiable)
- 5+ years of hands-on STR property management experience** with full operational ownership. We are not looking for coordinators or virtual assistants. You must have owned operations, not just supported them.
- Proficiency in Guesty is required.** Real, hands-on working experience using Guesty as your PMS. Familiarity with other platforms (Hospitable, Hostaway) is a plus, but Guesty experience is a must.
- Experience with all major OTAs:** Airbnb, Vrbo, ---------- , and direct booking channels
- Proven track record handling escalations, negotiating resolutions, and making independent judgment calls under pressure
- Strong written English with a professional and empathetic guest communication style
- Owner mentality. Organized, proactive, and willing to make the call when leadership is not available.

Work Schedule and After-Hours Availability

Your regular working hours are Thursday to Monday, 10:00 AM to 7:00 PM EST, or until the last guest checks in for the day, whichever is later. This schedule is strict and non-negotiable.

After-hours emergency availability is required. Emergencies in short-term rentals do not wait for business hours. Guest lockouts, urgent maintenance, safety concerns, and other time-sensitive issues will happen outside your regular shift. You must be reachable and responsive via mobile for true emergencies during off-hours, including Tuesdays and Wednesdays.

If you are not comfortable being on-call for emergencies outside your regular schedule, please do not apply.

Other Conditions

-Background Check: All candidates who move forward must be open to a background check. This is standard and non-negotiable.
-Time Tracking: We use a time tracking tool during working hours. This is non-negotiable.
-Exclusivity: This is a full-time, dedicated role. You should not be working with other clients or taking on freelance STR work on the side. We need your full attention and commitment on our portfolio.

Nice-to-Haves

- Experience managing portfolios of 20+ units across multiple markets
- Familiarity with Notion, ClickUp, Slack, or similar collaboration tools
- Background with boutique STR operators, luxury vacation rental brands, or multi-property hospitality groups
- Experience with dynamic pricing tools (PriceLabs, Wheelhouse) and revenue management concepts
- Exposure to direct booking funnels and OTA listing optimization

How to Apply

Include all of the following in your application:

1. Your updated resume highlighting your STR property management experience
2. A brief summary of the STR portfolios you have managed (number of properties, markets, platforms used)
3. Your specific experience with Guesty: how long you have used it, what features you worked with, and the portfolio size you managed on the platform
4. Confirmation that you understand and accept the working hours, including after-hours emergency availability
5. Your city and the primary language spoken where you are from (include at the top of your message)

Applications that do not include items 2 through 5 will not be reviewed.