SHORT-TERM RENTAL OPERATIONS SPECIALIST

SCHEDULE
20 to 40 hours per week UK time. Exact days and hours confirmed at interview.
UK daytime is roughly late afternoon to overnight in the Philippines. Please only apply if this suits you.

SALARY
US$4 to $8 per hour, depending on experience. Pay reviewed regularly as your responsibilities grow.

ABOUT US
We are a growing UK short-term rental management company with 35+ properties. We manage Airbnb and serviced accommodation for landlords, with a focus on reliable operations, well-kept homes and great guest experiences.

We want an experienced operations specialist who wants stable, long-term work and takes real ownership.

This is not just guest messaging. You will coordinate cleaners and contractors, monitor stays, solve problems and follow every issue through to completion.

THIS ROLE SUITS YOU IF YOU

Take action without being reminded
Look into a problem before asking for help
Suggest a solution, not just report the problem
Follow up until the job is actually done
Spot risks early and explain them clearly
Stay calm when guests are frustrated

You don’t need to know everything. We do want you to think, use our SOPs and say “Here is what I recommend and why.”

RESPONSIBILITIES

Reply promptly to guests on Airbnb, ---------- , Guesty, WhatsApp and email
Handle bookings, amendments, extensions, arrivals, in-stay issues and check-outs
Check upcoming arrivals and flag missing information or problems
Coordinate cleaners, contractors and suppliers, and confirm work is actually done
Own maintenance issues from first report to resolution
Keep accurate notes, tasks and handovers
Spot complaint, refund and review risks early
Escalate urgent issues with a clear summary and recommendation
Suggest improvements to our SOPs when problems repeat

YOU MUST HAVE

2+ years of recent Airbnb, serviced accommodation, hospitality or STR experience
Experience handling real guest and property issues, not only admin
Experience coordinating cleaners, contractors or property teams
Excellent written and spoken English
Ability to manage several conversations and follow-ups at once
Reliable computer, stable internet and a backup plan for power and internet
Availability for your full agreed shift

SOFTWARE
Hands-on Guesty experience is strongly preferred. We’ll also consider Hostaway, Hospitable, Uplisting, Smoobu or similar if you can learn Guesty quickly. We also use Airbnb, ---------- , WhatsApp, Slack and our own internal operations system. (PriceLabs or UK STR experience is an advantage)

COMMITMENT
This is a dedicated position. You must not work for another employer or client during the hours we pay you. Other work outside your agreed hours must be disclosed before hiring and must not affect your performance. We use time-tracking software (Monitask) during working hours.

WHAT WE OFFER

Stable, long-term remote work
Clear SOPs, training and regular feedback
Pay reviews based on performance
Paid annual leave and a paid birthday day off
Room to take on more responsibility

HOW TO APPLY

Start your application with “GUEST FIRST”. Applications missing any item won’t be considered.

1) Your STR experience: countries, number of properties and platforms

2) Which property management systems you’ve used, and what you personally did in Guesty (or the equivalent)

3)One serious guest or maintenance issue you managed from start to finish: your actions and the result

4) Your current work commitments, and confirmation you won’t work for anyone else during your hours with us

5) Optional: a 1 to 2 minute video introducing yourself

Please write your answers yourself. Generic or copied applications won’t progress.

HIRING PROCESS
Shortlisted applicants complete a short exercise, a video interview and reference checks, with a paid trial where appropriate.