Luxury Short Term Rental (STR) Operations Manager - 3rd Shift

Summary
We are seeking an experienced professional to enhance our luxury short-term rental operations. The ideal candidate will excel in guest experience and communication, manage cleaning operations effectively, and oversee property management tasks. Your expertise will ensure our guests receive top-notch service and maintain the highest standards of property upkeep. If you have a passion for hospitality and a track record of excellence in the luxury rental market, we want to hear from you!

See below for key responsibilities pertaining to this role:

PROPERTY MANAGEMENT
Focus: Coordinating vendor work, maintenance tracking, issue resolution, inspections, and continuous improvements to the physical space.

• Maintenance & Repairs
Coordinating vendors, responding to maintenance issues, resolving repair needs promptly, and escalating costly or urgent issues to leadership for owner approval.

• Maintenance Portal Management
Ensuring all guest-, owner-, and TL-reported tasks are tracked and resolved in the maintenance platform (Breezeway).

• Vendor Sourcing & Vetting (Ops-Focused)
Vetting new repair, maintenance, landscaping, or specialty vendors based on factors such as services offered, pricing, coverage areas, availability, etc.

• Physical Property Inspections
Scheduling and completing quarterly walkthroughs for quality and condition tracking, as well as real-time issue resolution.

• Inventory Management & Audits (FF&E)
Overseeing key furniture, equipment, and tech items for tracking, replacement, and depreciation.

• Vendor Work Verification for Payment
Confirming completion and accuracy (and obtaining evidence) of work performed by vendors in a timely manner prior to finance initiating payment.

• Continuous Improvement of Physical Spaces
Identifying and implementing enhancements such as in-home signage, QR code instructions, or other physical/visual solutions to improve guest understanding, reduce issues, and enhance experience.

• Reporting & SOP Optimization
Creating reporting loops to identify inefficiencies, implementing recurring ops reviews, and developing and refining SOPs often to enhance operations.

GUEST EXPERIENCE
Focus: Ensuring high-touch, efficient guest support from pre-arrival through post-departure.

• Guest Communications Oversight
Managing and QA-ing guest communications (Rocket Station, HostBuddyAI, internal, etc), ensuring brand voice, scripts, escalations, accuracy and training.

• Phone Support Management
Overseeing coverage of all OpenPhone (Quo) calls/texts pertaining to guests and vendors, especially during emergencies.

• Pre-Arrival Experience
Ensuring smooth guest check-ins via codes, directions, amenities, and guidebooks, and verifying means of active communication with the guest.

• ECI & LCO Management
Managing all guest requests for early arrival or late departure, including confirming availability, communicating upsell pricing, updating internal systems, and coordinating with cleaning and maintenance teams to ensure readiness.

• In-Stay Issue Management
Overseeing resolution of guest-reported problems during their stay, including obtaining evidence and clarity on issue prior to resolution.

• Guest Concierge Services
Providing luxury touchpoints, gifts, or concierge assistance (e.g., birthdays, honeymoons, welcome surprises) on an as-needed basis.

• Review & Feedback Monitoring
Creating weekly reports summarizing public and private guest feedback with actionable takeaways to de-risk future reviews.

• Review Response Writing
Responding to all guest reviews in brand voice on Airbnb, VRBO, BDC, etc.; escalation and tracking of all non-5 star reviews.

• Guest Disputes & Escalations
Handling platform refunds, review disputes, and filing damage claims (Airbnb).

• Resolution Center Requests & Processing
Submitting and managing routine Airbnb Resolution Center actions, including security deposit requests (e.g., hot tub, pool heating) and processing guest-paid add-ons or reimbursements.

• SOP Documentation for Guest Communications
Creating and maintaining detailed reply templates, escalation paths, and guest FAQs.

• Maintain Accurate Guest-Facing Information
Ensuring all information remains up to date in welcome books, OTA fields and descriptions, instructions on use of amenities, parking and home access, etc.

CLEANING OPERATIONS
Focus: Managing turnover schedules, vendor oversight, inventory restocking, and ensuring consistent cleaning quality across all properties.

• Cleaning Scheduling & Coordination
Managing cleaning schedules, monitoring upcoming turnovers, handling last-minute changes, and communicating with cleaning vendors.

• Cleaning Vendor Sourcing & Vetting
Researching, vetting, and recommending new cleaning partners in existing or new markets.

• Turnover Checklists
Creating, maintaining, and refining detailed turnover checklist SOPs for each property.

• Cleaning Quality Control

• Inventory Restocking (Consumables)

SALES
Any experience with CRMs (namely Hubspot), sales funnels, managing sales pipelines, etc.

TECHNOLOGY
Any experience with ClickUp, ---------- , Notion, product management, or engineering / technical background.

**Must have excellent English language proficiency (verbal, reading, writing)

Please answer the following questions (submissions without answers will not be considered):

1. Describe your experience in hospitality management / short term rentals - what positions have you worked in? What tools and technologies do you have experience with?

2. What do you consider to be your biggest professional achievement?

3. Convince us you are a self-starter. That is, you take initiative to solve problems even when given limited information.

4. What is your current availability and number of hours per week desired? Please list in the following bulleted format if available only specific days of the week / hours: (Example) - Monday - 16:30 - 01:30 (EST) - Tuesday - 08:30 - 17:30 (EST).
*If open to any schedule, reply "Open to needs of organization."

5. What would make you want to stay at a company forever?

Thank you,

Brian Foster, CEO
Travel Luxe Vacation Rentals

PS: Serious Applicants Only - looking to fill this role within 7 days!