Job Description:

You’ll be the operational backbone of a successful hospitality business, leading guest communications and team operations that directly impact customer satisfaction and business growth. This role offers genuine leadership responsibility where you’ll own the customer experience for 50+ properties while mentoring a growing team of virtual assistants. You’ll work closely with the business owner to streamline operations and help scale proven systems to new markets.

Responsibilities:

• Lead and manage a team of 2 virtual assistants covering extended customer service hours
• Own all guest communications via Airbnb messaging platform following established procedures
• Create and track maintenance work orders in MaintainX system for timely issue resolution
• Coordinate with local Miami maintenance team (3 maids + account manager) for seamless operations
• Follow up on all work orders to ensure guest satisfaction and maintain Super Host status
• Transition operations to new Guesty platform integration as the business scales
• Handle escalated customer service issues and complex guest requests requiring leadership judgment
• Ensure consistent service quality across 50+ properties that maintains premium hospitality standards

Requirements:

• 2+ years of customer service experience, preferably in hospitality or property management
• Proven leadership and team management capabilities with remote teams
• Excellent written English and Spanish communication skills for professional guest interactions
• Strong attention to detail and follow-through abilities for work order management
• Experience with property management software or quick learning ability for new platforms
• It helps if you have experience with Airbnb, booking platforms, or hospitality operations

Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job