Senior Guest & Vendor Relations Manager

ABOUT THE COMPANY

At FIBI Vacation Rentals, we are dedicated to maximizing both revenue and guest satisfaction. Our team values trust, integrity, courage, innovation, creativity, and a commitment to educational leadership. We specialize in identifying strategies that elevate revenue while delivering exceptional guest experiences.

Business & Growth Goals
Scale to become a business worth 100 million USD valuation

Mission
To set the professional standard for short term rental management.

Our Niche
- Identifying Ways To Improve Revenue Performance
- Providing Exceptional Guest Experiences

Core Values
- Trust & Integrity: Act with honesty, accountability, and reliability.
- Courage & Creativity: Bring innovative ideas and take calculated risks.
- Education-Driven Leadership: Share knowledge and guide the team toward continuous improvement.

Benefits of Working With Us
- Direct interaction with Company Founders, ability to have your voice heard, and opportunity to impact decision making and company direction
- Employee Stock Plan Available
- Employee Growth Plan
- Unlimited Paid Time Off
- Kid & Family Friendly Environment


JOB SUMMARY
As the Short-Term Rental Operations Manager, you will play a pivotal role in driving operational excellence, managing a high-performing team, and enhancing guest satisfaction across our properties. You will oversee daily operations, act as a point of escalation for guests and vendors, and contribute to both strategy and execution to ensure FIBI Vacation Rentals meets its mission and values.



KEY RESPONSIBILITIES

General Operations
- Team Leadership: Manage our various front-line operations departments, including Guest Communication, Cleaning Coordination, Repairs & Maintenance team members. Ensure team members are appropriately trained, following standard procedures and policies effectively, and meeting productivity goals.
- Performance Management: Review team member compliance to policy and training. Ensure team members are completing all assigned tasks appropriately and timely, as well as following up as needed and identifying next steps and additional support when team members require escalated decisions.
- Employee Development: Conduct monthly performance reviews for each team member through one-on-one meetings and coaching, providing additional support or training when needed, as well as ensuring productivity and performance standards are developed and met, as well as working with Workforce Management when write-ups/discipline/termination is necessary.
- Daily Huddles: Lead daily team huddles and provide support to frontline staff by answering questions and clarifying tasks.
- Guest Relations & Conflict Resolution : Handle escalated guest issues, resolve conflicts, determine if/when refunds or compensation is provided and appropriate, and speak with supervisors to address guest situations if/when necessary.
- Vendor Management: Identify and report the need for new vendors and serve as a point of escalation for vendor-related issues, such as payment, scheduling, or performance expectations.
- Property & Software Knowledge: Stay familiar with the properties managed and the software used to streamline operations.
Strategic Planning: Participate in high-level meetings, contributing to process improvements and implementing strategic changes.

Accountability
- Communication Oversight: Ensure emails are answered and forwarded appropriately, phone lines are managed, and messages are responded to promptly.
- Task Management: Review tasks in BreezeWay and ClickUp, ensuring employees are accountable and tasks are completed on time.
- Schedule Management: Oversee shift schedules, confirm attendance, and manage follow-up on tasks and responsibilities.
- Supply & Inspection Oversight: Oversee ordering of supplies, ensuring competitive pricing and timely delivery to correct locations. Conduct spot checks on cleaner coordinators and evaluate their inspections.

Approvals
- Guest Requests: Approve special requests, refunds, and disputes based on set guidelines.
- Property Costs: Review and approve property-related costs in collaboration with the client success team.
- Vendor Approvals: Approve new vendor contracts and in-the-moment orders (e.g. additional guest amenities).
Cancellations & Accommodations: Manage cancellations and accommodations as per company guidelines.

Delegation
- Task Delegation: Assign tasks, set clear expectations, and monitor progress in BreezeWay and other systems.
- Issue Management: Review BreezeWay issues, delegate to appropriate departments, and follow up on task completion.
- Review Management: Analyze review scores, identify action items, and manage supply orders and essential R&M (Repairs and Maintenance) requests.
- Cleaner Coordinator Evaluation: Ensure tasks are being correctly identified and addressed by the cleaner coordinator.



QUALIFICATIONS & KEY TRAITS

- Problem Solving & Conflict Resolution: Ability to resolve complex issues independently and confidently.
- Adaptability: Flexible and capable of managing changing priorities in a fast-paced environment.
- Innovation & Critical Thinking: Thinks outside the box, researches solutions, and takes calculated risks.
- Communication Skills: Strong verbal and written English proficiency with attention to detail in documentation and reporting.
- American Home Knowledge: Strong understanding of American home systems, equipment, and construction standards.
- Familiarity with Airbnb Policies: Deep understanding of Airbnb's terms of service and short-term rental regulations to inform decision making across all departments.



APPLICATION INSTRUCTIONS

Please follow these application instructions carefully. Applications missing any of these components or not following these instructions will not be considered.

Video Application
1. Submit a 1-MINUTE MAX video introduction.
2. Must speak in very clear English with minimal accent.
3. Start the video by saying the word “PICKLES”.

Questions to Answer in Your Video
1. What is your relevant experience? Describe how it aligns with the responsibilities of this role.
2. What’s the riskiest decision you’ve made on behalf of an employer? Explain the context, your decision-making process, and the outcome.

Resume
Along with your Video submission, please include your resume which much detail relevant prior work experience and various software knowledge related to the Short Term Rental industry.