Short Term Lets Manager

You will be responsible for managing the entire guest journey from booking through to checkout, ensuring every guest receives outstanding service while protecting our reviews and our landlords' investments.

You will become the first point of contact for guests and will be expected to resolve issues quickly and efficiently.

Responsibilities
Respond to guest enquiries across Airbnb, ---------- , Hostaway and WhatsApp
Manage check-ins and check-outs
Ensure all guests complete ID verification, rental agreements and security deposits before arrival
Handle complaints professionally and proactively
Coordinate cleaners, laundry teams and maintenance contractors
Escalate urgent issues immediately rather than waiting
Arrange relocations, refunds or compensation when authorised
Monitor daily arrivals and departures
Chase outstanding guest documentation and payments
Follow up maintenance issues until fully resolved
Monitor reviews and take action to prevent negative feedback
Keep accurate notes and provide end-of-day updates
Identify operational issues and suggest improvements
What We're Looking For

We are looking for someone who:

Has previous experience in short-term rentals, Airbnb or hospitality
Has exceptional written and spoken English
Can confidently communicate by phone, email and messaging platforms
Is highly organised and able to manage multiple conversations simultaneously
Works quickly without sacrificing attention to detail
Remains calm under pressure
Takes ownership instead of passing problems to someone else
Is proactive and solution-focused
Is available to work UK business hours
Essential Skills

Experience with any of the following is advantageous:

Hostaway
Airbnb
----------
Google Workspace
Slack
WhatsApp Business
Performance Expectations

Success in this role will be measured by:

Guest satisfaction
Response times
Resolution times
Reduction in negative reviews
Proactive issue management
Communication with management
Attention to detail
Important

This is a fast-paced operational role. Every missed message, delayed response or failure to escalate an issue can directly impact guest experience and company revenue.

We are looking for someone who takes pride in solving problems before they become complaints.