Operations Coordinator

About Us
At The Works BnB, we design and manage exceptional short-term rental experiences that blend hospitality with style. From cabin-inspired escapes to city retreats, our properties offer guests comfort, creativity, and a five-star experience. Started in 2022, we're a fast growing short term rental property management company.

We’re looking for an Operations Coordinator to help keep our properties running seamlessly behind the scenes—someone who communicates with care, supports our cleaning and maintenance teams, and ensures each guest enjoys a flawless stay.

Role Overview
The Operations Coordinator plays a vital role in maintaining The Works BnB’s five-star standards. You’ll manage day-to-day guest communications, oversee cleaning performance, organize maintenance tasks, and assist with onboarding new properties. This role requires attention to detail, strong organization, and a passion for hospitality excellence.

Key Responsibilities

Guest Communications
Respond promptly and professionally to all guest messages—within 1 hour whenever possible.
Maintain a 100% response rate to guest reviews, thanking guests for positive feedback and responding thoughtfully to concerns.
Support guest satisfaction by ensuring timely issue resolution and proactive communication.

Cleaner Coordination
Manage all cleaner schedules and tasks using Turno.
Check in daily with cleaners to confirm properties are ready for guest check-in.
Review all photos in Turno after each clean, providing any improvement feedback to cleaners.
Address any guest feedback about cleanliness and document corrective actions.
Maintain up-to-date cleaning and staging guides for each property; create new ones as properties are added.
Conduct monthly supply checks with cleaners and reorder supplies as needed.
Hold cleaners accountable to The Works BnB standards; onboard new cleaning partners when required.
Ensure all cleaner scores remain 4.8 or higher across properties.

Maintenance Support
Coordinate with contractors and handypeople to complete maintenance projects promptly and to standard.
Schedule and track bi-annual preventative maintenance reviews for each property.
Log all maintenance issues in ---------- , prioritize by urgency, and follow through until resolved.
Maintain recurring maintenance schedules for items such as pest control, snow removal, landscaping, and seasonal upkeep.

Client & Property Onboarding
Follow a checklist to ensure new properties are onboarded correctly.
Set up listings on Airbnb, VRBO and our direct booking website and ensure guest communications templates are live and accurate.
Help create and maintain property Welcome Guides that reflect The Works BnB brand and local experiences.
Contribute to monthly metrics reports and regular client updates.

What We’re Looking For

Essential:
Strong organizational skills and attention to detail
Excellent written and verbal communication in English
Proactive problem solver with a hospitality mindset
Ability to work independently and manage multiple priorities
Willing to have the tough conversations with vendors to maintain a 5 star guest experience
Tech-savvy and comfortable using tools such as Turno, Hospitable, and ----------


Preferred:
Experience in hospitality, property coordination, or customer service
Familiarity with short-term rental operations and guest communication platforms
Fluent in Spanish

This role has the ability to grow as the business grows.