Hospitality Operations Manager

Job title: Hospitality Operations Manager

Type of employment: Full-time (Remote)

Rate: $4 - $7/hr

Shift Schedule: Mon - Sun (Between 9 AM - 6 PM PST)

Tentative Schedule:

Thurs/Fri/Sat/Sun - 9 AM - 5:30 PM PST

Mon/Tue/Wed - 4 PM - 6 PM PST

We are hiring a Hospitality Operations Manager to manage daily guest operations for

a premium short-term rental company serving US-based properties. This fully

remote role is best suited for an experienced hospitality professional with strong

English communication skills, proven short-term rental or property management

experience, and a high level of ownership. You will be responsible for guest

communications, vendor coordination, inventory readiness, and SOP documentation

to ensure exceptional guest experiences and smooth operations.

About the Employer:

A premium short-term rental management company focused on delivering

high-quality guest experiences through strong operational excellence,

technology-driven processes, and hospitality-first service.

Company core values:

• Guest-first mindset
• Accountability and ownership
• Operational excellence
• Clear communication and follow-through
• Continuous improvement and learning

Objectives of this role:

• Deliver timely, professional, and empathetic guest support across all stages of the stay
• Maintain operational excellence through strong organization, vendor coordination, and SOPs
• Own execution, task follow-through, and clear communication with leadership

Responsibilities:

Guest Communication

• Handle guest calls/messages across platforms; respond within 30 minutes
• Resolve guest issues quickly with a customer-service mindset

Reservations & Systems

• Maintain reservation accuracy; manage modifications, cancellations, and additional charges
• Update reservations/notes/tasks in the PMS (Hostaway; Cloudbeds a plus)
• Oversee integrated tools/tech supporting the guest experience

Reviews & Reputation

• Monitor reviews across OTAs + Google; respond within 48 hours

Vendor Management & Turnovers

• Coordinate cleaners/inspectors for check-in/check-out readiness (no missed cleans/inspections)
• Manage vendor schedules, workloads, repairs, and issue resolution
• Escalate vendor quality issues to leadership (Marissa) when needed

Inventory & Readiness

• Order, track, and coordinate delivery of supplies/inventory
• Prevent shortages; manage scheduling, tasks, and property readiness

SOPs & Knowledge Base

• Build, document, update, and organize SOPs/operating procedures in Notion

Reporting & Team Communication

• Provide regular updates; collaborate and attend Minted Stay meetings

Required skills and qualifications:

• Strong English communication skills (written and verbal)
• Prior experience in hospitality, property management, or short-term rentals
• Hostaway experience (required)
• Excellent organization, task management, and follow-through skills
• Customer service–driven with strong problem-solving ability
• Comfortable using technology and learning new tools quickly
• High accountability and ownership in a remote work environment
• Stable high-speed internet with backup connection and remote work setup

Preferred skills and qualifications

• Experience with Cloudbeds
• Vendor management experience (cleaners, inspectors, maintenance teams)
• with quality control and escalation
• Strong SOP creation and documentation experience (Notion preferred)
• Review and reputation management experience across Airbnb / Booking.com/ Vrbo / Google
• Experience supporting US-based clients and/or working PST hours or PST overlap
• Familiarity with STR operations tools and workflows (turnovers, inspections, inventory systems, automation tools)