Airhosted

Operations

• Manage a premium short-term rental (STR) portfolio
• Oversee Philippines-based Virtual Assistant (VA) team
• Protect and maintain 5-star reputation
• Lead disputes with STR platforms to remove unfair reviews
• Analyze guest feedback to improve operational practices
• Manage VA shift scheduling and hiring
• Ensure high standards in bilingual communication
• Handle emergency calls and create communication templates

German & English STR Guest Ops Lead

• Manage a premium short-term rental (STR) portfolio
• Oversee a Philippines-based Virtual Assistant (VA) team
• Monitor all reviews and guest messages
• Use AI to identify policy violations and lead disputes with STR platforms
• Analyze feedback to update 'Check-in Guides' and listing descriptions
• Convert guest complaints into operational improvements
• Direct management of VA team including scheduling and HR
• Ensure high standards for translations and communication for German-speaking guests
• Handle emergency calls/issues and create de-escalation templates

• Manage a premium short-term rental (STR) portfolio.
• Oversee the Philippines-based Virtual Assistant (VA) team.
• Monitor all reviews and guest messages.
• Analyze feedback to update "Check-in Guides" and listing descriptions.
• Convert guest complaints into operational improvements.
• Direct management of VA team (monitoring uptime, response speed, quality of answers and correctness).
• Manage VA shift scheduling and vacation coordination to ensure 24/7/365 coverage.
• Lead recruitment and onboarding of future VA team members.
• Ensure VA-generated translations meet high German linguistic and cultural standards.
• Handle communication for guests who require or prefer German.
• Handle emergency calls/issues, create and refine templates for guest issues.

• Manage a premium short-term rental (STR) portfolio
• Oversee the Philippines-based Virtual Assistant (VA) team
• Protect the company's 5-star reputation
• Ensure guest communication meets high standards in English and German
• Monitor reviews and guest messages
• Lead disputes with STR platforms
• Analyze feedback for operational improvements
• Direct management of VA team performance
• Schedule and coordinate VA shifts
• Handle critical emergency calls/issues

Communications

• You will be the primary point of contact for guests during your shift, acting as the 'voice' of our Swiss properties.
• 95% Digital Communication: Managing all guest interactions via Guesty.
• 5% Voice Support: Handling our emergency line for urgent issues.
• Efficiently resolving guest inquiries and de-escalating issues to ensure 5-star reviews.
• Working closely with our local Swiss on-site teams to ensure maintenance and cleaning are perfectly timed.

Guest Experience, Communications Specialist

• Manage a premium short-term rental (STR) portfolio
• Oversee the Philippines-based Virtual Assistant (VA) team
• Ensure guest communication in English or German meets high standards
• Monitor reviews and guest messages, handle disputes
• Create and refine operational processes based on guest feedback