Short-Let Property Maintenance Manager

Company Description:
We operate a rapidly growing serviced accommodation management business that markets our properties on online travel agent (OTA) websites such as Airbnb and ---------- . Catering to both leisure and contractor worker guests, we provide quality short-stay accommodation across the UK. With a strong focus on expansion, we are actively working to increase the number of assets under management and strengthen our presence in the market. We currently manage 40 short-let properties and are looking to grow to over 100 over the next 6 months. We are looking for a Short-Let Property Maintenance Manager to take full ownership of maintenance and repairs across our Airbnb and serviced accommodation portfolio.

Position Overview:
We are seeking an experienced, organised and proactive Short-Let Property Maintenance Manager to own every maintenance issue across our UK Airbnb and serviced accommodation portfolio, from the moment a guest or cleaner reports it to the moment it is fixed, recovered and closed.

Please note: this is a short-term rental role, not a long-term lettings role. Our properties turn over guests every few days, often with same-day check-out and check-in. Repairs must be fixed around live bookings, guests in residence and cleaning turnarounds - often within hours, not days. Every unresolved issue risks a cancellation, a refund or a poor review that directly affects our listings' rankings and income.

We want someone who takes ownership, moves fast, follows up relentlessly, keeps guests and property owners informed without being chased, and builds systems that will hold as we scale from 40 to 100+ properties. This role has strong promotion potential as the portfolio grows.

Key Responsibilities:

Guest-Reported Issues (In-Stay):

• Acknowledge every maintenance issue reported by guests during their stay promptly, empathetically and professionally - via Airbnb, ---------- and direct booking messaging.
• Triage each issue by urgency and impact on the guest's stay (emergency / affects stay now / can wait until check-out) and act accordingly.
• Troubleshoot remotely with guests where possible (e.g. Wi-Fi resets, boiler pressure, tripped fuses, smart lock or key safe issues, appliance settings) before booking a contractor.
• Gather clear photos and videos from guests to diagnose the problem accurately.
• Arrange contractor access around the guest's stay, notify guests of arrival times and expected completion, and confirm that the guest is happy for entry.
• Confirm with guests once works are completed and check the issue is fully resolved before they check out or leave a review.
• Work alongside our Customer Success team so each guest receives one clear, consistent line of communication.

Turnaround & Booking Protection:

• Act on maintenance issues flagged by cleaners in their post-clean photo reports, prioritising anything that must be fixed before the next guest arrives.
• Coordinate contractors around check-out and check-in times and cleaning schedules so properties are guest-ready on time.
• D ---------- , with management, when a property cannot safely be let, block calendars in our channel manager (Hostaway) and inform the guest relations team so upcoming guests can be contacted.
• Keep a running view of which properties have open issues against upcoming arrivals.

Contractor Coordination:

• Call and message our local contractors (plumbers, electricians, gas engineers, handymen, locksmiths, appliance repair) to book same-day, next-day and planned jobs.
• Obtain quotes, agree attendance times and chase until the job is complete.
• Source and vet new contractors in new areas as we onboard properties, including checking insurance and qualifications (e.g. Gas Safe, NICEIC), and their ability to respond quickly.
• Build and maintain our contractor directory by area in ClickUp.
• Collect invoices, before/after photos and job reports for every completed job.

Property Owner Communication:

• Inform property owners of required repairs, quotes and costs in a clear, professional manner.
• Obtain owner approval for works above the defined approval limits before instructing contractors.
• Keep owners updated through to completion and pass invoices to our Finance team for reconciliation.

Guest Damage & Cost Recovery:

• Identify guest-caused damage using cleaner photo reports, inventory checks and check-in/check-out evidence.
• Prepare damage evidence packs (photos, invoices, timelines) and recover costs via SuiteOp security deposits or OTA damage claim processes (Airbnb Resolution Centre, ---------- ) within the platforms' strict deadlines.
• Communicate damage charges to guests professionally and factually, following company procedure and approval limits.

Planned Maintenance & Short-Let Compliance:

• Schedule preventative maintenance suited to high-turnover properties (e.g. boiler servicing, appliance checks, grouting and sealant, furniture and linen wear, smoke/CO alarm and fire safety equipment testing).
• Plan larger works into gaps in the booking calendar to avoid cancelling guests.
• Track renewal dates for property compliance certificates required for short-term letting (e.g. Gas Safety, EICR, fire safety checks) and book renewals before they expire.
• Liaise with block management companies on communal and building-level issues affecting guest access or safety.

Systems & Reporting:

• Log, track and update every job in ClickUp from report to close.
• Spot recurring issues and recommend permanent fixes rather than repeat call-outs.
• Report weekly on open jobs, response times, costs, blocked nights and recovered damages.
• Maintain strong team communication via ClickUp, Slack and WhatsApp.

Key Qualifications:

• Minimum 2 years' experience coordinating maintenance for short-term rental, Airbnb or serviced accommodation properties (required). Experience in long-term residential lettings only will not be sufficient for this role.
• Experience supporting a multi-property short-let portfolio, ideally in the UK - you must tell us which company or companies.
• Understanding of how maintenance issues affect guest experience, reviews, cancellations and listing performance on Airbnb and ---------- .
• Experience with OTA damage claims (Airbnb Resolution Centre, ---------- ) is highly desirable.
• Confidence making phone calls to UK contractors, guests and property owners, including chasing, negotiating and handling difficult conversations.
• Exceptional written and verbal communication skills in English.
• Good working knowledge of common household systems (boilers, plumbing, electrics, appliances, smart locks) - enough to troubleshoot remotely and spot a vague or inflated quote.
• Highly organised, with the ability to manage 10-20 open jobs at once against live booking deadlines without anything slipping.
• Calm under pressure - leaks, lockouts and no-heating calls with guests in residence will happen.
• Adaptability and willingness to learn new systems and processes (full training on our procedures provided).

Key Software:

• ClickUp; maintenance job tracking and property records (required).
• Hostaway; channel manager, calendar blocking and guest messaging (required).
• Airbnb; guest communication and damage claims via the Resolution Centre (required).
• ---------- ; guest communication and damage claims (required).
• SuiteOp; guest portal for ID checks, security deposits and rental agreements (optional).
• Turno; cleaner management and post-clean photo reports (optional).
• CircleLoop or similar VoIP calling software (optional).

Work Schedule:

• 40 hours per week, 5 days per week.
• Shift: 08:00-17:00 UK time (this follows UK clock changes, so your local start time will change twice a year).
• Company office hours are between 08:30-22:00 UK time (weekend and holiday coverage included). You are not expected to work outside your shift hours.

How to Apply:
To be considered, start your application with the words "MAINTENANCE FIRST" and answer the following question in no more than 150 words:

"At 09:15 a guest messages to say water is dripping through the bathroom ceiling of an Airbnb flat. They check out at 10:00, the cleaner arrives at 11:00, and a new guest checks in at 15:00 the same day. What do you do in the first 30 minutes, who do you contact, and how do you d ---------- whether the 15:00 guest can still check in?"

Applications without the opening words or the answer will not be reviewed.