Executive Operations Manager (STR/Airbnb) (Job ID: DANVEN1)
IMPORTANT - Watch this quick Loom video on how to get hired:
https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0
- C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.
- PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH
About the Client:
Our client is an elite, boutique luxury vacation rental management company operating in Miami, Florida. Their exclusive portfolio features high-end, resort-style estates designed for discerning travelers who expect a flawless, five-star experience. From expansive multi-acre properties to high-amenity luxury homes, they blend meticulous property preservation with bespoke hospitality. They pride themselves on offering seamless stays, pristine outdoor and indoor spaces, and personalized concierge add-ons (such as private chef coordination) to deliver unparalleled luxury in the South Florida market.
About the Role:
We are seeking a proactive, deeply organized, and highly driven Executive Operations Manager to own the day-to-day operations of our growing luxury short-term rental (STR) portfolio in Miami.
In this role, you are not simply completing administrative tasks; you are the operational backbone of the business. You will be responsible for owning workflows from start to finish, proactively managing every task through completion, ensuring nothing falls through the cracks, and freeing up the founder to focus on business growth and expansion. You will think like an operations manager—anticipating issues before they arise, coordinating closely with our Head Cleaner, and maintaining absolute consistency across our portfolio.
Key Responsibilities
1. End-to-End Operations & Vendor Coordination
- Operational Ownership: Manage all core operational workflows from start to finish, moving away from reactive task management to full ownership of property logistics.
- Vendor Scheduling & Remote Access: Coordinate, schedule, and manage all local vendors (handymen, pool maintenance, landscapers, pest control, AC technicians). Remotely manage access via Schlage smart locks to let vendors into properties as needed.
- Repair Follow-Through: Track maintenance tickets and follow up relentlessly with contractors until repairs are completely and successfully resolved. Collect before-and-after photos from vendors to verify work quality.
- Cleaner Coordination & Quality Control: Coordinate cleaner schedules and review highly detailed cleaner photo checklists. Actively follow up with cleaners if photos or specific areas are missing to maintain pristine luxury standards (e.g., verifying outdoor furniture covers, sports equipment, and pool/hot tub areas).
- Inventory & Property Tracking: Monitor guest supplies (toilet paper, toiletries, linens) via cleaner reports. Track inventory lists and flag low stock for replenishment.
2. Preventative Maintenance & Property Quality
- Proactive Property Care: Track recurring preventative maintenance schedules to prevent issues before guests arrive.
- Smart Device Monitoring: Regularly monitor the health of smart devices (Ring cameras, Schlage smart locks, etc.) and proactively coordinate battery replacements or maintenance before failures impact guests.
- Complaint Prevention: Identify recurring property issues and flag maintenance concerns early, shifting from a reactive approach to a proactive preservation strategy.
- Team Collaboration: Partner closely with the Founder and the Head Cleaner. While the Head Cleaner oversees physical cleaning operations and on-site inspections, you will ensure every task is scheduled, tracked, followed up on, and documented.
3. Guest Journey, Communication & Issue Resolution
- Guest Communication: Manage the entire guest journey, including prompt inquiry responses, booking negotiations, payments, and secure collection of guest IDs/selfies.
- Smart Lock Management: Generate and send automated lock codes exactly 5 minutes before check-in.
- Upsells & Adjustments: Process early check-ins, late check-outs, apply appropriate upcharges, and send fee requests before modifying reservation times.
- Airbnb Claims & Dispute Resolution: Serve as the primary point of contact for guest issues and emergencies (e.g., AC clogs, lockouts). Handle Airbnb claims and resolve issues professionally.
- Luxury Concierge: Coordinate occasional guest requests for high-end add-ons (e.g., sourcing and quoting private chefs) with built-in markups.
4. Pricing Monitoring & Revenue Support
- PriceLabs Management: Monitor PriceLabs daily to watch occupancy trends and booking pace.
- Strategic Recommendations: Identify pricing opportunities or gaps in the market and make data-driven pricing recommendations to the founder. (Note: The founder will retain final approval on all pricing changes; independent pricing adjustments are not part of this role).
5. Compliance & Administrative Operations
- Compliance & Licensing: Maintain an organized tracking schedule of local city compliance codes and annual vacation rental license fees. Stay on top of renewal dates and flag payments to the founder.
- Owner Reporting: Draft and distribute monthly performance reports for owners and investors.
- Management Fee Calculations: Calculate monthly management fees.
Decision-Making Authority & Financial Guardrails
To ensure alignment with company standards, this role operates under specific financial guardrails. While you are fully empowered to manage logistics, schedule vendors, and communicate with guests, all financial expenditures require the founder's explicit approval.
- You CAN Independently: Schedule vendors, coordinate routine maintenance, open smart locks for contractors, follow up on repairs, and collect documentation.
- You MUST Obtain Approval Before: Approving repair costs or vendor quotes, authorizing guest refunds, purchasing supplies, making final pricing changes, or making any decision involving company spending.
Qualifications & Skills
- Experience: 2–3+ years of experience in Short-Term Rental (STR) property management, Airbnb hosting, or high-end hospitality operations.
- Mindset: A true operational thinker who is proactive, highly organized, and possesses an obsessive attention to detail and follow-through.
- Language Skills: Fluency in both English and Spanish is required (written and verbal) to effectively coordinate with local South Florida contractors, vendors, and cleaners.
- Technical Savvy: Quick to learn new software; comfortable managing remote hardware (smart locks, security cameras) via mobile apps.
- Availability: Ability to work 40 hours per week. Flexible availability is necessary, especially over weekends (Friday–Sunday), to monitor check-ins and handle operational emergencies.
Technical & Software Requirements
- Property Management Software: Guesty (essential)
- Pricing Software: PriceLabs
- Booking Platforms: Airbnb, VRBO
- Smart Home Apps: Ring App, Schlage App
- Communication & Admin: Google Workspace (G Suite), VOIP Phone Systems (e.g., RingCentral)