Guest Experience and Operations Manager for Short-term Rentals

Guest Experience & Operations Specialist for a Short-term Rentals Business

Role Purpose

The Guest Experience & Operations Specialist is responsible for delivering exceptional guest experiences while ensuring Homely's day-to-day operations run smoothly, consistently and efficiently.

The role owns the customer journey from enquiry through to checkout, coordinates operational activities behind the scenes, and continuously improves the systems and processes that enable the business to grow.

Success in this role means (1) every guest enjoys a five-star stay and (2) the business becomes more organised and efficient in order to scale. 

Who We're Looking For

We'd rather hire someone who improves the business than someone who simply maintains it.

You'll thrive at Homely if you:

• Have 3+ years' experience in short-term rental operations or property management.
• Take ownership and don't need nudging.
• Care deeply about delivering five-star guest experiences.
• Have exceptional attention to detail and high personal standards.
• Enjoy using technology, AI and automation to improve the way work gets done.
• Think strategically and understand how today's decisions affect tomorrow's guest experience and business growth.
• Want to help build a business, not just work in one.

About us

We're a family-run Airbnb management company based in London, looking after homes across the UK. 

Our goal is simple: to help every guest feel welcome, cared for and at home.

We're building something we're proud of, with high standards, ambitious plans and a vision to become the South East's chosen Airbnb management company.

If you're excited by the idea of helping build a growing business—not just working in one—you'll fit right in.

What You'll Own

1. Deliver Outstanding Guest Experiences

Objective

Own the guest journey from enquiry through to checkout, providing a fast, friendly and professional experience at every stage.

Key Responsibilities

• Manage guest communication across the entire guest journey.
• Resolve guest issues, disputes and complaints professionally.
• Coordinate check-ins and check-outs.
• Maintain accurate guest information and a Zero Inbox.
• Encourage five-star reviews through exceptional service.
• Escalate complex situations where appropriate.

Primary KPIs

• Guest Response Time
• % Messages Answered Within 15 Minutes
• Guest Review Score
• Director Escalations

2. Manage Bookings

Objective

Own the reservation process, ensuring every booking is accurate, fully paid and professionally managed.

Key Responsibilities

• Manage reservations across all booking channels.
• Process payments, invoices, ID verification and security deposits.
• Maintain accurate pricing, calendars and listings.
• Manage booking amendments, cancellations and guest requests.

Primary KPIs

• Booking Accuracy
• Failed Payment Recovery
• Direct Booking Conversions

3. Keep Properties Guest-Ready

Objective

Coordinate the operational activity that ensures every property is ready for every guest.

Key Responsibilities

• Coordinate cleaning, maintenance and operational suppliers.
• Ensure properties are guest-ready.
• Resolve maintenance issues through to completion.
• Support the onboarding and launch of new properties.

Primary KPIs

• Cleaning Coordination Success Rate
• Maintenance Resolution Time

4. Improve Systems & Operations

Objective

Continuously improve Homely's systems, documentation and ways of working so the business becomes more efficient as it grows.

Key Responsibilities

• Create and improve SOPs, systems and operational documentation.
• Design processes that are simple, scalable and easy to follow.
• Identify opportunities to simplify, automate and improve workflows.
• Capture knowledge and turn it into repeatable processes.
• Lead operational projects that improve the business.

Primary KPIs

• Process Improvements Submitted
• Ownership & Reliability Score

5. Support Business Growth

Objective

Support Homely's continued growth by helping launch new properties and improve the experience for guests and property owners.

Key Responsibilities

• Support new property onboarding and launches.
• Improve property listings and marketing systems.
• Produce owner reports and business insights.
• Support projects that contribute to Homely's growth.

Primary KPIs

• Direct Booking Conversions
• Process Improvements Submitted
• Ownership & Reliability Score

Practicalities

Working Hours

• Full-time (40 hours per week)
• Monday to Friday
• 8:00am–4:00pm (UK time)
• weekend on-call

Working at Homely

We believe great people do their best work when they're trusted, empowered and given ownership.

We measure success by outcomes, not activity. We value initiative, accountability and continuous improvement, and encourage everyone to contribute ideas that help Homely grow.

Clear, proactive communication is essential in our remote team. We use WhatsApp, Google Workspace and other collaboration tools to stay connected, solve problems quickly and support one another.

Equipment

You'll need:

• A reliable computer
• High-speed internet
• A quality headset for guest calls
• A backup internet or power solution

What We Offer

• £1,000 per month, paid monthly via Wise.
• Full-time, permanent position.
• 25 days' paid annual leave, plus agreed public holidays.
• Opportunities to develop new skills, take on increasing responsibility and grow with the business.

We're building more than a property management company—we're building a business known for exceptional guest experiences, trusted relationships with property owners and operational excellence.

If that sounds like the kind of environment where you'll thrive, we'd love to hear from you.