Operations Manager, Vacation Rentals

**SENIOR ROLE: MUST HAVE EXPERIENCE WITH GUESTY, BREEZEWAY AND PROFESIONAL VACATION RENTAL MANAGEMENT OPERATIONS.**

**Company Overview**

Host & Keep is a premier vacation-rental property management firm focused on delivering consistent 5-star experiences to owners and guests. We combine hospitality, operational rigor, and field execution (cleaning, maintenance, inspections) with modern systems and automation to protect owner revenue and scale operations efficiently.

**Role Summary**

We are seeking an experienced **Operations Manager** to lead office operations for the company. This role will be strategic and oversee bookings, guest services, and core operational functions like listing management, reviews, escalations and overall operational efficiency for the office operations of the company. This senior, high-visibility role owns the daytime guest inbox and booking pipeline, supervises the Guest Services (GSS) team that covers nights/weekends, and partners with field operations and housekeeping leadership to deliver on property readiness, guest recovery, and owner satisfaction. This role also manages listing optimization, owner expense tracking, insurance claims, licensing compliance, and training resources.

**Key Responsibilities**

**Guest Experience & Communications**
- Own the daytime guest inbox (Guesty, WhatsApp, DialPad, bookings mailbox)
- Phone-first de-escalation for upset guests, coordinate vendor or field responses, and manage guest remediation to protect ratings.
- Manage review responses and reputation initiatives to maintain target listing rating (company goal: 4.8+).
- Oversee guest registration, security requirements, check-ins, and concierge services.

**Reservations & Bookings**
- Champion reservations processes across Airbnb, VRBO, direct bookings, and other channels; improve lead→book conversion and reduce time-to-book.
- Track and work to hit revenue targets per property, working closely with our revenue managers to discuss occupancy, discounts and promotions. Must have understanding of tools like pricelabs.

**Team Leadership & Training**
- Lead, train, and coach the Guest Services team; conduct regular tune-ups, performance reviews, and shift audits.
- Oversee night & weekend GSS coverage: ensure clean handoffs, EOD reporting, and escalation protocols.
- Develop and maintain SOPs, playbooks, and training materials; run onboarding and recurring certification refreshers.

**Property Operations & Onboarding**
- Coordinate property onboarding/offboarding: desktop setup, listing creation, and local walkthroughs via field teams.
- Maintain and audit SOPs and Breezeway checklists for inspections, turns, and compliance.
- Work with Field Ops and Housekeeping leadership to schedule and triage maintenance, last-minute adjustments, and quality control.
- Invoice vendors as needed, ensure owners files and documents are up to date and filed away

**Listing Management & Optimization**
- Manage listing content and optimizations: titles, descriptions, photo strategy, pricing rules, and promotions.
- Ensure listings comply with local regulations, licensing language, and marketplace policies.

**Expense Management & Insurance Claims**
- Track and reconcile operational and owner expenses; review invoices and drive vendor cost efficiencies.
- Manage damage and insurance claims: document incidents, coordinate vendors/adjusters, and communicate claim status to owners.
- Ensure accurate record keeping for owner statements and month-end reconciliations.

**Compliance & Licensing**
- Maintain awareness of local vacation-rental licensing requirements; track renewals and ensure listings remain compliant.
- Coordinate license processing tasks and reminders; escalate non-compliance risks to leadership.

**Systems, Automation & Continuous Improvement**
- Power-user level on **Guesty** (required) and **Breezeway** (preferred): build automations, workflows, and integrations to reduce manual work.
- Identify automation opportunities and lead short rapid sprints to remove repetitive tasks and increase capacity.

**Owner & Stakeholder Communication**
- Serve as a point of contact for owners on operational matters; share status updates and performance summaries.
- Support sales/onboarding with operational feasibility checks and onboarding timelines.

**KPIs & Success Metrics**
- Average listing rating (goal: ≥ 4.7)
- Booking Revenue Targets met at 80% or higher
- GSS team Response times (under 7 minutes)

**Required Qualifications**
- Bilingual**:English & Spanish** (required).
- 3+ years of professional vacation-rental/STR experience with reservations & guest services ownership.
- Proven people-management experience, ideally supervising reservations, field ops, and housekeeping teams.
- Strong customer service, conflict resolution, and guest-recovery skills.
- Experience optimizing listings on Airbnb, VRBO, and direct booking platforms.
- Highly organized with strong administrative skills — comfortable tracking