Operations Manager

About the Role:

Our client is seeking an experienced Airbnb Operations Manager to oversee the day-to-day operations of a 15-unit Airbnb portfolio in Detroit, USA. This is a remote role focused on guest communication, pricing optimization, calendar management, and delivering a high level of customer service.

You will be the primary point of contact for guests and will work closely with ownership and local vendors to ensure smooth operations and excellent guest satisfaction.

Key Responsibilities:

• Manage guest communication across Airbnb and other booking platforms (before, during, and after stays)
• Operate and manage listings using Hostaway
• Optimize nightly pricing and occupancy using PriceLabs
• Coordinate check-ins, check-outs, and guest instructions
• Handle guest issues, complaints, and service recovery professionally
• Monitor reviews and implement strategies to maintain high ratings
• Update listings, house rules, and automated messages as needed
• Communicate with cleaners, maintenance, and local contacts when issues arise
• Ensure calendar accuracy and prevent double bookings
• Track and report key performance metrics (occupancy, ADR, reviews.

Required Experience & Skills:

• 3+ years of experience managing short-term rentals or Airbnb properties
• Hands-on experience with Airbnb, Hostaway, PriceLabs and / or VRBO
• Excellent written English communication skills
• Strong customer service mindset and problem-solving ability
• Ability to manage multiple properties simultaneously
• Organized, detail-oriented, and proactive
• Reliable internet and professional remote work setup
• Ability to work full-time EST hours

Preferred Qualifications:

• Experience managing 10+ short-term rental units
• Familiarity with U.S. guests and expectations
• Experience handling escalated guest situations
• Knowledge of automation, templates, and SOPs for STR operations