Guest Services & Ops Coordinator

Handoff; United States; À distance; USD 52 000 - 78 000; Plein temps

Résumé du poste

Handoff is seeking a proactive Guest Services & Operations Coordinator to support a growing mid-term rental and property management business. This role will manage guest communications, coordinate tasks across properties, and help optimize internal systems.

The ideal candidate excels in communication, organization, and using multiple platforms and AI tools. You will work with leadership to streamline operations, while maintaining guest satisfaction and service quality.

Qualifications

• 2+ years of experience in customer service, operations coordination, property management, hospitality, or executive support.
• Experience in short-term rentals or vacation rentals.
• Proficiency with property management software (PMS) such as AppFolio, Guesty, Hostaway or similar.
• Exceptional English communication skills (written and verbal).
• Comfortable handling calls with guests and vendors.

Responsabilités

• Respond to guest inquiries via phone, email, text, and messaging platforms.
• Coordinate with cleaning teams, maintenance vendors, and service providers.
• Track and resolve operational issues across properties and ensure readiness.
• Assist leadership with operational projects and internal communications.
• Utilize AI tools to improve workflows, documentation, and efficiency.

Connaissances

Customer service

Operations coordination

Property management

Hospitality

Executive support

Spanish proficiency

Outils

Google Workspace

Microsoft Office

CRM systems

AppFolio

Guesty

Hostaway

Hospitable

OwnerRez

Description du poste

Guest Services & Operations Coordinator

Our client is seeking a proactive, tech-savvy Guest Services & Operations Coordinator to support a growing mid-term rental and property management business. This role will serve as a key operational partner, helping manage guest communications, coordinate property-related tasks, support internal systems, and identify opportunities to improve efficiency through technology and AI tools.

The ideal candidate is an exceptional communicator, highly organized, customer-focused, and comfortable working across multiple platforms and processes. This person will become an integral part of the team, helping streamline daily operations while allowing leadership to focus on growth and expansion.

RESPONSIBILITIES

Guest Communication & Support:

• Respond to guest inquiries via phone, email, text, and messaging platforms

• Handle guest issues and provide timely resolutions

• Manage after-hours and weekend guest communications when needed

• Coordinate with guests before, during, and after their stay

• Maintain a high level of customer satisfaction and professionalism

Property Operations Coordination:

• Coordinate with cleaning teams, maintenance vendors, and service providers

• Track and resolve operational issues across properties

• Ensure property readiness and guest experience standards are maintained

• Support property onboarding and operational setup processes

Systems & Process Management:

• Manage and update property management systems and internal platforms

• Maintain accurate records and operational documentation

• Assist with CRM management and workflow organization

• Monitor operational metrics and identify areas for improvement

Administrative & Executive Support:

• Assist leadership with operational projects and business initiatives

• Coordinate schedules, follow-ups, and internal communications

• Support reporting and business tracking activities

• Help prioritize and organize ongoing operational tasks

AI & Process Improvement:

• Utilize AI tools to improve workflows, documentation, and efficiency

• Identify opportunities for automation and process optimization

• Collaborate with leadership and technical teams to implement operational improvements

• Create and maintain SOPs and operational documentation

ABOUT YOU

• 2+ years of experience in customer service, operations coordination, property management, hospitality, or executive support

• Experience in short-term rentals, vacation rentals, Airbnb.

• Experience with property management software (AppFolio, Guesty, Hostaway, Hospitable, OwnerRez, etc.)

• Exceptional English communication skills (written and verbal)

• Comfortable handling phone calls with customers and vendors

• IA literate

• Strong organizational and multitasking abilities

• Experience working remotely in a fast-paced environment

• Highly proactive and solution-oriented mindset

• Strong attention to detail and follow-through

• Ability to learn new systems and technologies quickly

• Proficiency with Google Workspace and Microsoft Office

• Reliable internet connection and professional home office setup

• Availability to support some after-hours or weekend communications when required

Preferred Skills & Tools

• Experience working with CRM systems

• Spanish proficiency

• Familiarity with AI tools such as ChatGPT, Claude, Gemini, or workflow automation platforms

• Experience supporting founders, entrepreneurs, or growing businesses

Why You’ll Love It

• Join a fast-growing company in the short-term rental industry

• Work directly with leadership and play a key role in company growth

• Gain exposure to operations, customer experience, property management, and business strategy

• Help build scalable systems and processes using modern technology and AI

• Enjoy a collaborative, entrepreneurial environment where your ideas and initiative are valued

• Opportunity to grow into a larger operations or management role as the company expands