Job Title: Operations & Host Success Associate
Location: Hybrid – Remote / Office / Field
Role Overview
We are looking for a proactive and highly organised Operations & Host Success Associate to support the smooth running of our short-let and holiday-let property portfolio.
This hybrid role combines guest support, operational coordination, reservations management, and host/client relationship management. You will help deliver an excellent experience for both guests and property owners while supporting revenue performance, listing quality, and day-to-day operational efficiency.
The ideal candidate will be an excellent communicator, calm under pressure, confident using technology, and comfortable working in a fast-paced environment.
Key ResponsibilitiesGuest Support & Issue Resolution
- Respond professionally to guest enquiries before and during stays via phone, WhatsApp, messaging, and booking platforms.
- Assist guests with access, appliances, local information, and in-stay queries.
- Troubleshoot urgent issues such as heating, hot water, lockouts, and maintenance problems.
- Manage and escalate out-of-hours support calls when required.
- Support guest verification processes and review responses.
Reservations & Listing Management
- Process reservations, cancellations, date changes, and special requests accurately.
- Keep booking information up to date across internal systems and platforms.
- Support listing management across Airbnb, Booking.com, direct booking channels, and other platforms.
- Help improve listing content, availability, and performance based on guest feedback and portfolio insights.
Operational Support
- Carry out property spot checks, inventory checks, and task visits where required. A car is essential.
- Coordinate requests such as travel cots, parking permits, early check-ins, and late check-outs.
- Log, track, and resolve property damage, maintenance, and operational issues.
- Liaise with cleaners, contractors, guests, hosts, and the local team.
- Ensure tasks and tickets are completed within required timeframes and in line with company procedures.
Host Success & Portfolio Performance
- Support strong, long-term relationships with property owners.
- Provide proactive host updates and manage day-to-day host communications.
- Assist with onboarding new hosts and ensuring a smooth setup process.
- Identify opportunities to improve guest experience, listing quality, occupancy, and revenue.
- Share guest and provider feedback with hosts and recommend practical improvements.
- Support host retention, revenue growth, and overall portfolio performance.
Essential Skills & Experience
- Experience in customer service, hospitality, travel, property management, or a guest/client-facing role.
- Excellent written and verbal communication skills.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Highly organised, proactive, and able to manage multiple priorities.
- Confident using technology, including messaging platforms, Google Workspace, helpdesk tools, PMS or CRM systems.
- Able to work independently while supporting guests, hosts, managers, cleaners, and contractors.
- Full driving licence and access to a car.
Desirable Experience
- Experience with Airbnb, Booking.com, Vrbo, or similar platforms.
- Experience coordinating cleaners, contractors, or maintenance teams.
- Knowledge of PMS, CRM, or operational software.
- Understanding of revenue performance, listing optimisation, or portfolio management.
- Marketing or social media experience.
Role Summary
This is an ideal role for someone who enjoys a varied, fast-paced position combining guest support, operations, and client relationship management. You will play an important role in improving guest satisfaction, supporting hosts, increasing revenue, and helping the business grow.
Pay: £15.00-£18.00 per hour
Work Location: Hybrid remote in Amersham
