Virtual Portfolio Manager – Short-Term Rentals

At Lodgo, we specialize in innovative and efficient short-term rental management solutions designed to maximize property performance while delivering exceptional guest experiences. As our operations continue to grow, we are expanding our team and opening an additional Virtual Portfolio Manager role to support our existing team of 8 VAs.

We are looking for a highly organized, guest-focused, and resolution-driven professional who thrives in a fast-paced environment and can confidently manage a large portfolio of properties while maintaining 5-star hospitality standards.

Key Responsibilities:

Guest Communication
Respond promptly and professionally to guest inquiries across platforms including Airbnb, ---------- , and Vrbo
Maintain a friendly, solution-oriented approach in all communications

Reservation Management
Confirm bookings and monitor reservation details
Handle booking modifications, cancellations, and guest requests
Coordinate with internal teams to ensure smooth operations

Issue Resolution
Quickly address guest concerns and operational issues
Escalate maintenance, cleaning, or emergency matters appropriately
Ensure timely follow-up until full resolution

Reputation Management
Handle guest reviews and dispute unfair feedback when necessary
Follow up post-checkout to encourage positive reviews and improve retention
Pre-Arrival & Post-Stay Support
Send check-in instructions, house rules, and property information
Provide local recommendations and support throughout the stay
Follow up after departure regarding guest feedback and concerns

Airbnb Case Management
Manage and resolve Airbnb support cases efficiently
Protect host interests while maintaining guest satisfaction

Ticket Creation & Operational Coordination
Create and manage operational tickets for maintenance, cleaning, and inspections
Coordinate closely with field teams to ensure task completion

Reporting & Operational Tracking
Monitor guest communication trends and operational performance
Provide updates and reports to leadership as needed
Identify recurring issues and opportunities for process improvement

Required Skills & Qualifications
Excellent written and verbal English communication skills
Strong customer service and conflict resolution abilities
Ability to multitask and manage priorities in a high-volume environment
High attention to detail and organizational skills
Familiarity with short-term rental platforms such as Airbnb, ---------- , and Vrbo
Experience using Breezeway, Hostaway, Microsoft Outlook, and Microsoft Teams is highly preferred
Ability to work independently and take ownership of responsibilities
Reliable high-speed internet connection with backup connectivity

Instructions:
1. Send a public link of your CV
2. A video introduction

Work Schedule
6 days per week
Shift time: 9AM to 11PM EST (9PM to 11AM Manila Time)