Head of Operations - Short-Term Rental Property Management (Remote, EU Hours)

HEAD OF OPERATIONS - SHORT-TERM RENTAL PROPERTY MANAGEMENT

Remote - Philippines
Full-Time - European Hours
Long-Term Growth Opportunity

ABOUT LANDO PARIS

Lando Paris is an established short-term rental and property management company managing a growing portfolio of apartments in Paris and the surrounding area.

We coordinate guest communication, housekeeping, maintenance, property owners, Airbnb listings, emergencies, onboarding, quality control and business development.

We are now looking for a highly capable Head of Operations who can progressively take full ownership of the company’s daily operations.

This is not a basic Virtual Assistant role.

We are looking for someone who can think, organize, make decisions, improve systems, create clear SOPs, manage people and eventually run the entire operational side of the company with minimal involvement from the founder.

YOUR MAIN OBJECTIVE

Your objective will be to make Lando operate smoothly, professionally and independently without the founder being involved in daily operations.

You will initially handle many tasks yourself. As the portfolio grows, you will recruit, train and manage additional Virtual Assistants and specialists.

You will be responsible for the system, even when individual tasks are later delegated to other team members.

YOUR RESPONSIBILITIES

Daily operations:

• Manage guest messages across Airbnb and other communication channels
• Coordinate housekeepers and confirm every cleaning
• Coordinate maintenance workers and local service providers
• Manage check-in, check-out and access issues
• Handle guest complaints, emergencies and service recovery
• Track every i ---------- until it is completely resolved
• Request and verify photos after cleaning or maintenance
• Maintain accurate property information, instructions and checklists
• Make sure no task, arrival, issue or owner request is forgotten

Property and owner management:

• Communicate professionally with property owners by email and messaging
• Collect missing property information, documents, photos and equipment details
• Coordinate new property onboarding
• Create and update Airbnb listings
• Keep property accounts, calendars and settings accurate
• Organize photographers, maintenance, supplies and property improvements
• Prepare clear updates and reports for owners
• Identify risks before they become complaints

Systems and process improvement:

• Document all recurring processes as clear SOPs
• Build checklists, decision trees and escalation procedures
• Audit our current processes and recommend improvements
• Automate repetitive tasks using AI, Make, Zapier or similar tools
• Organize tasks and information using Google Workspace and project management software
• Create weekly operational dashboards
• Maintain a structured database of properties, owners and service providers
• Continuously look for ways to improve quality, speed and efficiency

Team management:

• Help recruit future Guest Communication VAs and operational assistants
• Train new team members using SOPs and recorded processes
• Review their work and provide feedback
• Build schedules and backup coverage
• Monitor performance and accountability
• Make sure the team maintains Lando’s service standards

Lead management:

• Make sure every new lead from Airbnb or our website enters the CRM
• Collect and organize the information needed by the French-speaking salesperson
• Assign leads immediately and notify the salesperson
• Monitor response times and follow-up status
• Maintain an accurate sales pipeline

You will not be responsible for closing French sales calls. A French-speaking salesperson will handle them.

LANGUAGE AND COMMUNICATION

Excellent written and spoken English is required.

French is not required.

Most French communication will be completed using AI translation, approved templates and clear internal guidelines. French voice messages can be transcribed and translated using AI.

You must be extremely careful when checking:

• Names
• Dates and times
• Addresses
• Prices and refunds
• Instructions
• Promises made to guests or owners

We expect you to use AI intelligently, but never send unverified AI output.

French phone calls will be handled separately.

WHO WE ARE LOOKING FOR

You may be a strong fit if you:

• Have at least three years of experience in operations, project management, property management or hospitality
• Ideally have previous Airbnb or short-term rental experience
• Have coordinated guests, housekeepers, maintenance workers or vendors
• Have created SOPs, checklists or operational systems
• Have managed or trained other team members
• Are exceptionally organized and detail-oriented
• Learn new software quickly
• Are comfortable using ChatGPT, Claude or similar AI tools
• Can solve problems without waiting for constant instructions
• Take responsibility when something goes wrong
• Communicate clearly and professionally
• Know when to make a decision and when to escalate
• Have a reliable computer, Internet connection and backup Internet
• Are looking for a serious, long-term position

Experience with any of the following is a strong advantage:

• Airbnb
• Guesty, Hostaway, Hospitable or another PMS
• Google Workspace
• GoHighLevel
• ClickUp, Asana or Notion
• Make or Zapier
• ChatGPT or Claude
• WhatsApp Business
• Short-term rental operations

HOW WE EXPECT YOU TO ESCALATE PROBLEMS

We do not want messages that simply say:

“What should I do?”

Before escalating, you should provide:

1. What happened
2. The potential impact
3. What you already checked
4. The possible solutions
5. Your recommended solution
6. The deadline for making the decision

Critical safety, security, legal or access issues must always be escalated immediately.

WORKING HOURS

This is a full-time position of approximately 40 hours per week.

Your regular schedule must overlap with Paris business and guest-arrival hours. A likely schedule would be approximately 4:00 PM to 1:00 AM Philippine time, adjusted when European daylight-saving time changes.

The agreed schedule may include one weekend day.

The company serves guests seven days per week. You will own the coverage system, but you will not be expected to personally work 13 hours per day, seven days per week.

During the initial transition, occasional critical monitoring outside core hours may be required. AI, automation and backup coverage will progressively handle the remaining periods.

COMPENSATION AND PROGRESSION

Starting compensation:

USD $500 per month during the initial 90-day probationary and training period.

After successfully completing the 90-day scorecard:

USD $1,000 per month.

There is a path to USD $1,800 or more as:

• The portfolio grows
• You take full ownership of operations
• The founder is removed from daily operations
• You successfully recruit and manage additional VAs
• You consistently improve service quality and efficiency

Performance bonuses may also be introduced based on operational quality, reliability, process improvements and company performance.

FIRST 90-DAY OUTCOMES

By the end of your first 90 days, we expect:

• Daily operations to run without constant founder involvement
• Every recurring task to be documented and tracked
• Cleaning, maintenance and arrival workflows to be reliable
• A structured SOP library to be established
• A weekly operational dashboard to be delivered
• New leads to be routed and tracked correctly
• Escalations to include research, options and recommendations
• The founder’s operational involvement to be reduced to fewer than four hours per week
• Guest and owner service quality to remain consistently high

HOW TO APPLY

Start your application with the exact words:

BONJOUR LANDO

Applications that do not begin with these words will not be considered.

Then answer the following questions:

1. How many years of operations, property management or short-term rental experience do you have?
2. How many properties or client accounts have you managed at the same time?
3. Describe the most difficult operational i ---------- you personally handled. What happened and what did you do?
4. Describe one SOP, system or automation you created. What problem did it solve?
5. Which project management, property management and AI tools have you used?
6. Have you ever recruited, trained or managed other team members?
7. Are you available to work European hours, including one weekend day?
8. What backup Internet or power solution do you have?
9. Why are you interested in taking ownership of an entire operation rather than working as a task-based VA?

Please include your CV and any relevant examples of SOPs, dashboards or systems you have previously created.

You may use AI to help structure your application, but every claim must be truthful and based on your real experience.

Generic cover letters will not be considered.

Shortlisted candidates will complete a paid practical operations test and a final video interview.