Vacation Rental Operations Manager

Expert Vacation Rental Operations Manager (Remote - India)

About Us

We are a forward-thinking vacation rental company in the United States, dedicated to providing unforgettable guest experiences. We are looking for a highly motivated and detail-oriented Vacation Rental Operations Manager based in India to join our remote team. This is a unique opportunity to play a pivotal role in our growth while working from the comfort of your home. We believe in fostering a collaborative and supportive environment where your ideas and contributions are valued.

The Opportunity

As our Vacation Rental Operations Manager, you will be the backbone of our guest experience, ensuring seamless operations from the moment a guest books with us until after they have checked out. You will be instrumental in upholding our high standards of service, managing all guest communications, and coordinating cleaning and maintenance schedules across our portfolio of properties.

We are seeking a proactive problem-solver who not only excels at following and enforcing established processes but also possesses a keen eye for improvement. The ideal candidate will have a passion for creating and refining systems to prevent recurring issues, embodying a strong "fix it once" mentality.

What You'll Do

Guest Operations:

• Orchestrate all guest bookings, including pre-arrival communication and the creation of detailed itineraries.
• Guarantee a flawless and welcoming check-in experience for every guest.
• Manage the check-out process efficiently and conduct timely follow-ups.
• Proactively collect and manage guest reviews, constantly seeking to optimize the process for a higher response rate.
• Serve as the primary point of contact for guest inquiries, issues, and escalations, providing professional and prompt resolutions via email, SMS, phone, and web chat.

Process Management & Automation:

• Champion our standard operating procedures (SOPs), ensuring consistent execution by all team members.
• Identify operational inefficiencies and recurring challenges, and implement robust, permanent solutions.
• Develop and implement simple automations, checklists, and templates to boost efficiency and minimize errors.
• Maintain and regularly update our library of SOPs.

Cleaning & Maintenance Coordination:

• Oversee all cleaning schedules, coordinating with multiple teams to ensure properties are pristine for incoming guests.
• Conduct virtual quality checks to confirm that each property is guest-ready.
• Manage all maintenance needs, from minor repairs to urgent issues, by coordinating with our dedicated teams and external contractors.
• Track and follow up on all maintenance requests, and develop preventative strategies to reduce future problems.

Reporting & Systems:

• Utilize Excel and other data-tracking tools to monitor guest information, occupancy rates, and operational performance.
• Become proficient in our Property Management System (PMS), booking platforms, and communication software.
• Generate regular operational reports to assist management in making data-driven decisions.

What You'll Bring

• A minimum of 5 years of experience in vacation rental management, hospitality, or a similar operations-focused role.
• A proven ability to independently assess situations and solve problems in a fast-paced environment.
• Advanced proficiency in Excel for data tracking, analysis, and reporting.
• Familiarity with Property Management Systems (PMS), online booking platforms, and workflow management tools.
• Demonstrated experience in managing and coordinating teams of cleaning staff, maintenance personnel, and guest support agents.
• Exceptional English communication skills, both written and verbal, with a keen eye for detail.
• A genuine passion for customer service and the ability to remain calm and effective under pressure.
• A steadfast commitment to following processes and ensuring team-wide compliance.
• A "system-builder" mindset with a talent for identifying root causes, automating tasks, and preventing future issues.

Why You'll Love Working With Us

• Work from Anywhere in India: Enjoy the flexibility and comfort of a fully remote position.
• Competitive Compensation: We offer a competitive salary commensurate with your experience.
• Growth Opportunities: Be a part of a growing company with opportunities for professional development.
• Dynamic Team: Collaborate with a supportive and energetic international team.

To Apply

If you are a proactive and organized individual with a passion for the vacation rental industry and a knack for creating efficient systems, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.

Job Types: Full-time, Permanent, Freelance, Volunteer

Contract length: 24 months

Pay: ₹45, ₹75,000.00 per month

Benefits:

• Work from home

Application Question(s):

• Describe a time you identified a recurring problem in a previous role. What was the problem, what steps did you take to create a permanent solution, and what was the outcome?
• Imagine a guest is scheduled to check in at 3 PM, but your cleaning crew reports a significant maintenance issue (e.g., a broken water heater) at 1 PM. You cannot reach your primary maintenance contact. Please outline the immediate steps you would take in the next 30 minutes to manage the situation for both the incoming guest and the property.
• This role requires heavy use of Excel for tracking and reporting. Please provide a specific example of how you have used Excel to track operational performance or solve a problem in a previous hospitality role. Mention any specific functions or features you used (e.g., PivotTables, VLOOKUP, Conditional Formatting).

Work Location: Remote