Short-Term Rental Operations Lead
Sagan RecruitmentCore Responsibilities
Key Responsibilities: Oversee daily operations across assigned properties, ensuring consistent execution and high guest satisfaction. Manage guest communication across platforms, stepping in for escalations and complex situations requiring judgment. Act as the primary escalation point for urgent in-stay issues, including occasional after-hours support for true emergencies. Coordinate and manage vendors (cleaners, maintenance, etc.), ensuring quality and reliability. Review turnover quality through checklists and documentation, maintaining high operational standards. Maintain and update property listings across Airbnb, Vrbo, Booking.com, and direct booking channels. Monitor and respond to guest reviews; identify trends and implement improvements to maintain high ratings. Track and report on key performance metrics such as review scores, response times, and operational efficiency. Identify inefficiencies and propose actionable improvements to systems, workflows, and SOPs. Support listing updates and refreshes based on property changes or seasonality.
Requirements
Qualifications: 4+ years of Short Term Rental property management experience with hands-on operational involvement. Experience using property management systems such as Guesty, Hospitable, or Hostaway( Guesty is a plus). Proven ability to manage guest escalations and make independent decisions under pressure. Strong written English communication skills with a professional and empathetic tone. Comfortable working EST hours with occasional off-hours responsiveness for urgent matters. Highly organized, proactive, and solution-oriented. Nice-to-Haves: Experience managing multi-property portfolios. Familiarity with tools like Slack, Notion, or ClickUp. Exposure to dynamic pricing tools (PriceLabs, Wheelhouse). Background in boutique or multi-unit hospitality operations.
Additional Information
Experience Level
Mid-Level
Employment Type
full-time
Work Mode
Remote