BLUE GEMS

Manager

• Oversee daily operations across guest experience, housekeeping coordination, inspections, maintenance, and vendor relationships.
• Ensure properties meet Blue Gems quality standards and operational SOPs.
• Maintain smooth operational flow between departments.
• Recruit, onboard, train, and develop local operational staff.
• Lead team meetings, performance reviews, and accountability systems.
• Foster a culture of ownership, hospitality, and continuous improvement.
• Maintain strong relationships with homeowners through communication and performance transparency.
• Own the market-level P&L including revenue performance, labor management, and operational costs.
• Review budgets and monitor financial metrics.
• Support business development efforts by assisting with property onboarding and market expansion.
• Monitor guest feedback, reviews, and service response times.
• Track operational and financial KPIs.

General Manager

Agent

• Respond to guest inquiries across Airbnb, Booking.com, VRBO, and other OTAs quickly and professionally
• Manage requests such as early check-ins, late check-outs, and special accommodations
• Resolve guest issues efficiently while maintaining a 5-star experience
• Handle inbound calls, messages, and emails with clarity and empathy
• Respond to guest reviews with thoughtful, personalized replies
• Take ownership of escalated guest issues and drive them to resolution
• Collaborate with internal teams and vendors to solve complex problems
• Manage guest claims and ensure accurate documentation and follow-through
• Coordinate with cleaning teams to ensure properties are guest-ready
• Oversee maintenance issues and ensure timely resolution
• Follow up proactively to prevent service failures
• Liaise with OTA support teams (Airbnb, VRBO, Booking.com)
• Prepare detailed shift reports for seamless handoffs

General Manager

Senior Guest Experience Agent