Senior Guest Operations Lead – Short-Term Rentals

Senior Guest Operations Lead – Short-Term Rentals

Remote – Philippines | Full-Time | 40 Hours/Week

About Xenia Living

Xenia Living is a fast-growing hospitality company managing 80+ short and mid-term rental properties in Illinois.

We combine hospitality, technology, and strong operational systems to deliver exceptional experiences for guests and property owners.

We're looking for an exceptional Senior Guest Operations Lead to take ownership of our day-to-day guest operations and grow into a larger leadership role as the company scales.

This is not a traditional VA role. We're looking for an operator who thinks independently, exercises strong judgment, and takes ownership from problem to resolution.

The Role

Your mission is simple:

Make sure our guests have an exceptional experience and operational issues get resolved quickly, professionally, and without unnecessary escalation.

When something goes wrong, you don't just assign a task or ask a manager what to do. You assess the situation, determine the best solution, coordinate the right people, communicate proactively, and follow through until it's resolved.

You'll own:

• Guest communication and escalations across Airbnb, VRBO, ---------- , direct reservations, and phone
• Cleaning and maintenance coordination, including urgent issues
• Reservation changes, extensions, early arrivals, late departures, refunds, and relocations within company policies
• Airbnb AirCover/damage claims and review management
• Daily operational execution inside Hostaway and related systems
• Tracking issues through completion and verifying work with photos/documentation
• Identifying recurring problems and improving the SOP, workflow, or system behind them
• Helping maintain exceptional guest satisfaction and a 4.8+ portfolio rating

Who We're Looking For

We're looking for someone who is unusually strong at judgment, ownership, communication, and problem-solving.

You should have:

• 3+ years of STR, vacation rental, hospitality, or property-management experience
• Strong Airbnb/OTA knowledge and experience with a PMS such as Hostaway, Guesty, or Hospitable
• Excellent written and spoken English
• Experience coordinating cleaners, maintenance teams, or vendors
• Strong judgment during difficult guest situations
• The ability to make decisions without constant supervision
• Exceptional follow-through and attention to detail
• Comfort working U.S. hours, including scheduled weekend coverage

Experience with Hostaway, Breezeway, PriceLabs, AirCover claims, Slack, ClickUp, AI, or automation tools is a plus.

You'll Thrive Here If

You don't just complete tasks—you own outcomes.

You communicate before someone has to ask for an update.

You stay calm when several things go wrong at once.

And when the same problem happens twice, your instinct is to ask:

"How do we prevent this from happening again?"

Growth Opportunity

We are intentionally looking for someone capable of becoming a future operational leader at Xenia Living.

The potential career path is:

Senior Guest Operations Lead ? Operations Manager ? Director of Operations

Compensation & Benefits

• $1,200–$1,600 USD/month, depending on experience and demonstrated ability
• 13th-month pay
• Paid time off
• Performance-based compensation opportunities
• Long-term leadership growth

Exceptional candidates may be considered above the listed range.

How to Apply

Please submit your résumé and a maximum 2-minute video answering:

1. Briefly describe your STR/hospitality operations experience.
2. Tell us about a difficult guest or operational problem you personally owned from beginning to end. What did you do?
3. Tell us about one process or system you improved at a previous company.

Please don't read from a script. We're interested in how you think and communicate, not a polished presentation.

Complete your application here:

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Candidates who advance will complete an interview and realistic hospitality operations exercise.