Property Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the Shared Services Team in handling inquiries related to guest communications.

• Ensure that all messages from guests and partners adhere to the knowledge center guidelines.

• Maintain the knowledge center with updated information as procedures and policies change.

• Report any discrepancies to the Shared Services Team Leads and rectify incorrect procedures.

• Monitor reservations and address any in-house guest issues, resolving them directly when feasible without involving the partner.

• Act as the decision-maker for exceptions to policies and discretionary gestures.

• Supervise the Slack channel and Hospitable 24/7, or ensure appropriate coverage for responding to escalations at all hours, including overnight, weekends, and holidays.

• Oversee housekeeping schedules to ensure tasks are completed accurately and punctually.

• Communicate directly with OTA platforms and Hospitable as necessary, escalating issues and seeking alternative solutions when they are unresponsive.

• Verify that all automations are functioning correctly, and manually check and adjust workflows when they are not.

• Ensure that OTA Revenue is allocated to each partner appropriately.

• Prepare owner statements and distribute all revenue to partners on a monthly basis.

⛳️ Requirements

• At least 3 years of experience in the short-term rental (STR) industry — hands-on, guest-facing property management experience is essential, not related hospitality or general customer service experience.

• Proven knowledge of the typical issues guests encounter during their stay (check-in/check-out, access, amenities, cleanliness, noise, damage, cancellations, refunds, etc.) and the ability to resolve them effectively.

• Willingness to work a non-traditional schedule, including being available for emergencies overnight, on weekends, and holidays.

• Prior experience in managing or leading a team, preferably in a remote or distributed environment.

• Strong and confident decision-making abilities, especially regarding policy exceptions and guest goodwill gestures, balancing guest satisfaction with business impact.

• Familiarity with major OTA platforms (Airbnb, Booking.com, Vrbo/Expedia) and channel/property management systems such as Hospitable (or similar PMS tools).

• Comfort in using Slack and other messaging/escalation tools for continuous monitoring.

• Basic financial literacy sufficient to review revenue distributions, reconcile payouts, and accurately prepare monthly owner statements.

• Excellent written and verbal communication skills in English, with the ability to interact professionally with guests, partners, and OTA support teams.

• Strong organizational skills to manage housekeeping schedules and coordinate multiple tasks effectively.

• Ability to identify process gaps or failures (e.g., automation issues, outdated procedures) and take ownership of resolving them instead of merely reporting them.

• Comfortable presenting updates and suggestions in meetings with cross-functional teams.

• Reliable high-speed internet connection, a dedicated remote workspace, and a backup power/internet plan due to the on-call nature of the role.

• High level of integrity and transparency, given the responsibility for partner revenue and owner reporting.

🏝️ Benefits

• Minimum of 3 years of experience in the short-term rental (STR) industry.

• Availability and willingness to work a non-traditional schedule, including being reachable for emergencies overnight, on weekends, and holidays.