Short-Term Rental Operations Director/ VA Team Lead

With over seven years of experience in short-term rental management, I have honed my skills in customer support management, ensuring exceptional service delivery across various platforms and properties. My expertise includes managing guest communications for 200+ properties across platforms like Airbnb, Vrbo, Booking.com, and Tripadvisor. I’ve handled inquiries, resolved complaints, and maintained high levels of guest satisfaction. Additionally, I’ve led teams in overseeing property onboarding, listing optimization, and maintenance coordination, ensuring seamless operations and positive guest experiences. Using tools like Monday boards and Google Calendar, I’ve efficiently managed schedules, bookings, and team collaboration to ensure no detail is overlooked. My customer support experience extends to resolving complex issues, handling resolution cases, and ensuring both guests and property owners receive timely and effective solutions. This combination of operational efficiency and guest-focused care positions me as a strong leader in customer support management.

I have developed comprehensive expertise in overseeing all aspects of property operations and guest services. My background includes managing portfolios of up to 200 properties across platforms like Airbnb, Vrbo, Booking.com, and Tripadvisor, ensuring seamless guest experiences and high occupancy rates. Key skills include: Property Management: Proficient in property onboarding, listing optimization, and calendar management to maximize visibility and revenue. Guest Relations: Skilled in handling inquiries, resolving disputes, and maintaining positive reviews through exceptional communication and timely problem-solving. Operations Oversight: Experienced in managing cleaning schedules, coordinating maintenance, and ensuring properties are guest-ready at all times. Issue Resolution: Adept at managing resolution cases, addressing guest concerns, and implementing proactive measures to prevent recurring issues. Team Collaboration: Proficient in using tools like Monday boards and Google Calendar to coordinate tasks, monitor progress, and keep team members aligned.

With extensive experience in operations management within the short-term rental industry, I have developed a strong ability to streamline processes, enhance productivity, and ensure smooth day-to-day operations. In my previous roles, I was responsible for overseeing the operational functions of multiple properties, managing teams, and coordinating various departments to ensure seamless performance. Key experience includes: Team Leadership and Coordination: Managed teams across guest relations, maintenance, and cleaning, ensuring clear communication and efficient execution of tasks. Workflow Optimization: Utilized tools like Monday boards and Google Calendar to track tasks, assign responsibilities, and maintain schedules, ensuring no detail is overlooked. Scheduling and Resource Allocation: Managed property calendars, booked cleaning and maintenance services, and coordinated guest check-ins and check-outs to maximize efficiency. Process Improvement: Identified and implemented process improvements to reduce turnaround times, enhance guest experiences, and increase operational efficiency. Vendor and Provider Management: Worked closely with external service providers to ensure timely and high-quality maintenance, cleaning, and support.