Airhosted

German & English STR Guest Ops Lead

Airhosted

full-time

Posted on:

Location Type: Remote

Location: Czech

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Salary

💰 CZKNaN per year

Job Level

Senior

About the role

  • 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.

Requirements

  • Native or C1 German (essential for local guest relations and auditing translations)
  • Fluent English (for international guests and VA team management)
  • Proven track record in STR management, platform dispute resolution, and managing remote teams (in this case VAs in the Philippines)
  • Experience using (AI) tools for analysis and managing scheduling software.
  • Proactive troubleshooter who is assertive with platforms, empathetic with guests, and rigorous regarding staff accountability.
  • Ability to take responsibility, recommend solutions, troubleshoot, plan and improve performance.
  • Work outside regular office hours as-needed.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
STR managementplatform dispute resolutionremote team managementscheduling softwareAI tools for analysisguest issue troubleshootingtemplate creation for guest issuesGerman linguistic standardsguest communication
Soft Skills
proactive troubleshootingassertivenessempathystaff accountabilityresponsibilitysolution recommendationplanningperformance improvement