Director of Operations - Short-Term Rental

Hey Everyone, this is VA Placement with a client, Wander Home looking for a Head/Lead Virtual Assistant

Job Description:

As our Director of Operations, you will be the driving force behind the smooth and efficient operation of our short-term rental properties. You will lead and mentor a team of virtual assistants, ensuring exceptional guest experiences and exceeding client expectations.

Key Responsibilities:

*Leadership & Team Management:
- Oversee and mentor a team of virtual assistants, ensuring tasks are completed with high quality and efficiency.
- Build relationships and trust with team members through regular meetings and communication.
- Run weekly team meetings with clear agendas and objectives.
- Provide guidance, support, and direction to team members as needed.

*Guest Communication & Experience:
- Oversee guest communication and booking management using Guesty.
- Ensure prompt and professional responses to guest inquiries, questions, and concerns.
- Provide detailed check-in instructions, property information, and local recommendations.
- Address and resolve guest issues efficiently and effectively.
- Maintain a 4.8+ overall rating on Airbnb and VRBO.
- Adhere to a maximum response time of 15 minutes for all guest inquiries.

*Client Management:
- Communicate effectively with clients, responding to questions and coordinating appointments.
- Set clear client expectations and inform them of any major property issues.
- Build strong client relationships based on trust and transparency.

*Property Operations:
- Oversee and manage property cleaning, supplies, and maintenance.
- Review cleaning schedules, verify cleaner arrivals, and ensure post-cleaning quality.
- Schedule and track maintenance tasks, ensuring timely completion and invoice processing.
- Manage supply ordering, delivery, and inventory.
- Oversee the claims process for any property damages or issues.

*Technology Management:
- Ensure the team is monitoring and maintaining all technology systems, including:
- Smart home devices (battery levels, door locks, cameras, noise detection)
- TVs and entertainment systems
- Property management software (Guesty)
- Communication tools (Slack, WhatsApp, Ring Central)

*Performance Monitoring & Reporting:
- Track and meet key performance indicators (KPIs) for guest satisfaction, response times, and property ratings.
- Monitor listing quality and performance, overseeing updates as needed.
- Review monthly owner reports and provide insights to clients.
- Prepare expense reports and manage ad-hoc data entry projects.

*Strategic Planning & Business Growth:
- Create and implement standard operating procedures (SOPs) to streamline operations.
- Share ideas for business growth and improvement with company partners.
- Contribute to the development and execution of long- and short-term plans for the company.

*Qualifications:
- Proven experience in the hospitality industry, preferably in short-term rentals.
- Experience overseeing and leading a team, with strong leadership and mentorship skills.
- Excellent written and verbal English communication skills.
- Extreme attention to detail and a commitment to quality.
- Exceptional organizational and time management skills.
- Outstanding customer service skills for both guests and clients.
- Strong problem-solving abilities and critical thinking skills.
- High attention to detail, OCD is celebrated here! (The secret code for this application is WH206.)
- Proficiency in using various technology platforms, including Google Workspace, Monday.com, Guesty, Slack, WhatsApp, Ring Central, Ring Camera, Breezeway, Loom, and Zoom.
- A deep understanding of the hospitality industry, prioritizing guest satisfaction and experience.
- Must have reliable access to the internet, phone, and a personal computer with a camera for video calls.

*Compensation and Benefits:
- Full-time position
- Pay Rate: $10-$12 USD per hour, depending on experience
- Hours: 40 hours per week (five 8-hour days with 1 hour for lunch/break), with the possibility of increasing to 60 hours per week in the future.
Schedule: 5 days on, 2 days off (subject to change)
- Pay Frequency: Bi-weekly

*Bonus Pay:
- Annual bonus at the discretion of partners, paid after the end of the year.
- Monthly bonus for maintaining a 4.8+ rating on Airbnb and VRBO, at the discretion of partners.

To Apply:

Please apply to this post with "WH LEAD VA " as the subject line

We will be in touch via Email for next steps after confirmation of code.


Once, you have prepared your requirements, upload them will be via Email Thread Started: **

* IF ALL REQUIREMENTS SENT IN THE FORMAT REQUIRED, THERE WILL BE AN EMAIL SENT FOR AN INITIAL INTERVIEW

** Incomplete responses shall not be entertained. Applications not sent to the email provided above will also be rejected

Good Luck and we look forward to hearing from you!