STR Operations Lead - Guest Experience & Maintenance

Regal Realms; Pakistan; On-site; PKR 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Incentives

Promotional opportunities

Job summary

Regal Realms is seeking a Pakistan-based Operations Coordinator to bring structure, urgency, and dependable follow-through to a busy live operation.

This role demands hands-on STR experience, ownership of reservations and guest issues, and the ability to identify risks, coordinate teams, and close items with clear documentation. You will monitor Guesty/OTA platforms, coordinate urgent problems, and manage maintenance from report to wrap.

Qualifications

• At least three years of professional STR/serviced-accommodation operations experience.
• Personally handle STR reservations, guest messages, escalations, check-ins/turnovers, and maintenance coordination.
• Hands-on use of Airbnb and Booking.com host operations and an STR property-management system; specify platforms used.

Responsibilities

• Monitor reservations, guest conversations, and operational alerts in Guesty and booking platforms.
• Coordinate urgent guest issues and service recovery, escalating safety or commercial decisions as needed.
• Manage maintenance issues from first report through contractor coordination, evidence gathering, and closure.
• Keep tasks assigned with clear priority, owner, deadline, and next action.
• Support reviews, platform cases, chargebacks, and evidence preparation.
• Audit automated system actions and flag anything requiring human judgment.
• Prepare concise daily and weekly operational updates for the founder.
• Create and improve SOPs, trackers, templates, and repeatable workflows.
• Assist with executive-assistant responsibilities and special projects.
• Proactively identify risks and improvements.

Skills

English proficiency

Prioritisation

Attention to detail

Follow-through

Tools

Airbnb

Booking.com

Job description

Regal Realms is seeking a Pakistan-based Operations Coordinator to bring structure, urgency, and dependable follow-through to a busy live operation.

This role demands hands-on STR experience, ownership of reservations and guest issues, and the ability to identify risks, coordinate teams, and close items with clear documentation. You will monitor Guesty/OTA platforms, coordinate urgent problems, and manage maintenance from report to wrap.