Short Term Vacation Rental (STR) Operations Manager and Guest Communication

- Position Type: Part-Time: 2 days per week, 20 hours per week.
- Shift Schedule: Tuesday and Wednesday 2pm to 12am (10 hours) US Pacific Standard Time
- Future Growth: Opportunity to uplevel to full-time role after the probationary period (3-6 months)
- Compensation: Paid weekly
- Location: Fully Remote

Summary: This post is for a VA to manage short-term rental (Airbnb) properties. This includes guest communication, handling maintenance (cleanings and repairs), managing operations, and marketing. As an Operations Manager, your primary mission is to ensure our guests have memorable stays and that our vacation rental properties are managed smoothly.

About Us: We are Vinifera Homes (Upgrade to see actual info), a fast growing vacation rental management company based in California. We started in 2024 and have already signed 16 clients; we expect to close the year with ~30 signed clients. Our portfolios skews towards large, luxury properties that command a high ADR. This means we have to deliver an exceptional guest experience, so we have high standards for guest communication.

Benefits: At Vinifera Homes, we are all part of one team. When we grow, you grow. When you grow, we grow. As such, we will implement an incentive structure where our remote teaUpgrade to see actual infombers share in the growth and success of our company: pay raises are built directly into the growth of the company’s portfolio. For every deal we sign (up to the 50th deal), the base salary will increase 1-2%.

Other benefits include paid time off, 13th month bonus, and holidays (teaUpgrade to see actual infombers can either take a holiday off, or if they choose to work they are given 200% of their regular salary for that day).

Responsibilities:
* Guest Communication: Promptly respond (within 10 minutes) to guest inquiries, providing detailed information and assistance to ensure seamless bookings and stays. Address concerns quickly and professionally to maintain 5-star guest experiences
* On-Call Availability: Provide on-call support for ad hoc guest questions and requests (within 10 minutes) during work hours, including potential phone communication
* Maintenance Coordination: Oversee property cleanings + maintenance & repairs. Work with vendors as needed to ensure properties are in excellent condition for guests before check-in
* SOP Development: Create and refine Standard Operating Procedures for efficient problem-solving regarding guest issues and property management
* Inventory Management: Monitor and order supplies, maintaining a detailed inventory list to ensure availability of essential items
* Financial Oversight: Handle financial transactions, including payments, refunds, and security deposits, and manage property-related expenses
* Marketing and Promotion: Assist with marketing efforts, such as creating property listings, optimizing photos, and managing social media accounts to attract guests and enhance property visibility
* Damage Claims and Chargebacks: Efficiently manage damage protection claims and dispute chargebacks with documentation and evidence
* Tech Proficiency: Utilize property management tools (e.g., Upgrade to see actual info, Hospitable, Slack, OpenPhone) to enhance operations and guest experiences

Qualifications:
* Exceptional ability and past experience to swiftly understand and address issues related to guest inquiries, bookings, and property management, ensuring seamless operations. The ideal candidate will excel in responding to problems specific to vacation rental operations, crafting effective solutions, and implementing them promptly to uphold superior guest satisfaction and operational efficiency
* 3+ years of relevant experience, with at least 2 years in a role as an Airbnb Support Specialist or Property Manager
* Commitment to working US hours, with reliable access to a quiet workspace and backup power/internet solutions
* Strong written and verbal communication skills in English
* Tech-savvy, comfortable with learning and using property management and communication tools
* Self-driven, with a dedication to excellence in guest experiences and a desire for long-term growth with our team
* Ability to provide references from past roles highlighting capabilities and reliability.
* Proven long-term job commitment in previous roles

How to Apply:
* To apply, please email your resume as an attachment or link, a link to an audio / video introduction, your salary expectations, and your desired days/hours to Upgrade to see actual info
* Use your name and the position title as the subject line
* Additionally, please answer the following question in your application: What is the capital city of Canada?

Our team will grow as the company grows, in turn you will have the opportunity to grow your skills, responsibilities, pay, and career with our growing company.