Operations Manager - Philippines Remote

We are looking for an Operations Manager – Guest Services to oversee daily guest service operations for our short-term rental properties. The role will focus on team management, guest experience, operational efficiency, and coordination with property and support teams.

Key Responsibilities

• Oversee daily Guest Services operations and ensure a smooth guest experience from booking through checkout.
• Manage and support the Guest Services team, including workload allocation, performance monitoring, and training.
• Monitor guest inquiries, complaints, and escalations and ensure timely resolution.
• Coordinate with property managers, housekeeping, maintenance, and other teams to resolve operational issues.
• Develop and maintain SOPs, workflows, and service standards.
• Monitor key metrics such as response times, guest feedback, reviews, and resolution times.
• Prepare performance updates and reports for management.
• Identify recurring issues and implement process improvements to improve efficiency and guest satisfaction.

Requirements

• 3-5 years of experience in Operations, Guest Services, Hospitality, Customer Success, or a related role.
• Experience managing a team or operational function.
• Short-term rental, vacation rental, or hospitality experience preferred.
• Strong communication, problem-solving, and organizational skills.
• Ability to handle guest escalations professionally.
• Experience with SOPs, workflows, and performance tracking.
• Ability to work independently in a remote environment.
• Comfortable working CST hours .

Preferred

• Experience with Airbnb, Vrbo, or other short-term rental platforms .
• Experience managing remote teams.
• Familiarity with property management or guest communication systems.

Benefits

• Fully remote work environment.
• Opportunity to work with an international short-term rental operation.
• Collaborative and growth-oriented work culture.
• Opportunity to take ownership of Guest Services operations and contribute to improving the overall guest experience.
• Professional development and leadership opportunities.