Airbnb Guest Operations Manager / STR Property Manager

Airbnb Guest Operations Manager / STR Property Manager

We are hiring an experienced Airbnb / Short-Term Rental Guest Operations Manager for a new luxury short-term rental management company.

Our founding team previously built and sold a large Airbnb arbitrage business with strong guest operations, systems, and team structure. We are now building a new luxury STR management company focused on premium properties, great guest experiences, and strong internal operations.

We are looking for someone who already has real STR experience and can help manage guest communication, OTA issues, cleaner coordination, maintenance coordination, claims, reviews, and day-to-day property operations.

This is not a basic VA role. We need someone with excellent English, strong judgment, attention to detail, and the ability to communicate professionally with guests, cleaners, vendors, owners, and our internal team.

Starting pay is 30,000 PHP/month because guest volume will be lighter upfront. As we add more properties, we want to reward strong performers with raises, more hours, and larger leadership opportunities. Salary is slightly negotiable depending on English proficiency and previous experience.

We are hiring 1 person right now. This role may start with lighter guest volume, so we need someone flexible who can also help with systems, SOPs, property organization, vendor research, and operational tasks while we scale.

Main Responsibilities:

* Guest messaging and support
* Check-in and check-out support
* Airbnb, VRBO, ---------- , and OTA issue resolution
* Airbnb Resolution Center cases and claims
* Review management and guest experience protection
* Cleaner scheduling and coordination
* Maintenance scheduling and vendor communication
* Escalating urgent guest, cleaner, owner, or property issues
* Monitoring reservations, arrivals, departures, and guest needs
* Helping organize internal chats, Google Drive, property notes, and SOPs
* Helping build better systems as we grow
* Vendor list building and light operations research when guest volume is low

Requirements:

* Strong Airbnb / short-term rental guest operations experience
* Experience handling guest communication for multiple properties
* Excellent written English
* Professional, calm, and respectful communication style
* Experience with Airbnb, VRBO, ---------- , or other OTA platforms
* Experience with Hostaway or another PMS/channel manager is strongly preferred
* Experience with Airbnb claims, Resolution Center cases, and review management
* Experience coordinating cleaners, maintenance, vendors, and property issues
* Strong attention to detail
* Comfortable working U.S. Eastern Time hours
* Weekend availability required
* Comfortable using Google Drive, Google Sheets, Slack, WhatsApp, and AI tools like ChatGPT or Claude
* Experience with luxury STRs or high-end guest expectations is a plus
* Prior Airbnb Case Manager or Airbnb support experience is a major plus

Ideal Candidate:

* You are proactive and do not wait to be told every little task
* You can stay calm when guests are upset
* You can write clear, polished, professional messages
* You understand how to protect reviews while still following company policy
* You know when to solve something yourself and when to escalate
* You are organized and can keep track of many moving pieces
* You want to grow into a larger role as the company scales

Schedule:

We operate on U.S. Eastern Time.

Weekend availability is required.

There may be more hours available for strong performers as we grow. We are looking for someone who wants a long-term role and can grow with the company.

To Apply:

Please answer these questions:

1. What Airbnb, STR, or vacation rental roles have you had before?
2. Did you ever work directly for Airbnb or as an Airbnb Case Manager? If yes, explain your role.
3. How many properties have you handled at one time?
4. What OTA platforms have you used? Airbnb, VRBO, ---------- , Expedia, etc.
5. What PMS or channel manager tools have you used? Hostaway, Guesty, Hospitable, OwnerRez, Lodgify, etc.
6. Have you handled Airbnb Resolution Center cases, claims, or guest refunds before?
7. Have you managed reviews or helped prevent bad guest reviews?
8. Have you scheduled cleaners and maintenance vendors before?
9. Are you available to work U.S. Eastern Time hours and weekends?
10. Are you interested in more hours as we add more properties?
11. What is your expected monthly pay in PHP?

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