Senior Vacation Rental Manager | Airbnb Expert | Operations Lead | Short-Term Rental Specialist

Professional Summary

Results-driven Vacation Rental Manager and Operations Lead with 11 years of extensive experience in the Short-Term Rental (STR) industry. I specialize in Airbnb, Booking.com, and VRBO operations, property management, guest communications, reservations, team leadership, claims management, and business process optimization.

Throughout my career, I have successfully managed the day-to-day operations of hundreds of vacation rental properties while leading high-performing remote teams. My expertise spans listing creation, OTA integrations, guest experience management, SOP development, automation setup, property maintenance coordination, and revenue protection.

I am passionate about creating efficient systems that improve guest satisfaction, reduce operational costs, and maximize property performance.

Core Competencies
Property Management
End-to-end Short-Term Rental Operations
Multi-property Management
Reservation Management
Guest Communications
Property Maintenance Coordination
Cleaning Management
Calendar Management
Vendor Management
OTA Platforms
Airbnb
Booking.com
VRBO
Listing Management
Listing Creation
Listing Optimization
OTA Listing Integration
Channel Synchronization
Property Setup
Booking Policies
House Rules Implementation
Airbnb Expertise

Specialized knowledge in handling complex Airbnb operational cases including:

Cancellation Penalty Removal
Listing Suspension Resolution
Review Disputes
Guest Compensation Requests
Damage Claims (AirCover)
Claims Documentation
Resolution Center Management
Policy Compliance
Leadership Experience
Reservations Team Leader
Supervised reservation specialists and guest communication teams
Managed daily reservation operations
Conducted quality assurance
Performance monitoring
Workflow optimization
Team coaching
Guest Communications Manager

Oversaw guest communications from booking inquiry through post-checkout while ensuring exceptional customer satisfaction.

Responsibilities included:

Managing guest communication teams
Handling escalated guest concerns
Monitoring response time KPIs
Maintaining five-star guest experiences
Building communication workflows
Operations & Process Improvement

Experienced in creating operational systems including:

Standard Operating Procedures (SOPs)
Frequently Asked Questions (FAQs)
Check-in Instructions
Check-out Instructions
House Rules
Booking Policies
Guest Messaging Templates
Automated Guest Communication Workflows
Team Management
Hiring Virtual Assistants
Candidate Screening
Interviewing
Staff Training
Onboarding
Team Leadership
Performance Management
Continuous Coaching
Maintenance & Vendor Coordination
Maintenance Scheduling
Cleaner Scheduling
Vendor Coordination
Work Order Management
Preventive Maintenance Tracking
Property Issue Resolution
Property Management Systems (PMS)
Hostaway
Guesty
Guest Screening Platforms
Autohost
Authenticate
Guest Communication & Automation
SuiteOp
HelloHost
Enso Connect
Operational Tools
Breezeway
Turno
Stripe
Zend

Work Terms

Work Terms

Availability:
Available for full-time or part-time opportunities. Flexible and open to long-term collaborations.

Communication:
Fluent in written and spoken English, with strong interpersonal and customer service communication skills.

Payment Terms:
Open to hourly or fixed-rate projects, depending on the scope of work and client requirements.