Job Summary
An international company based in Switzerland, is looking for a Lead Operations & Reputation Lead Operations & Reputation Manager remotely. The client is seeking a bilingual (German & English) Operations Lead to manage prenium short-term rental portfolio.This person will act as a "Fixer" and leader, overseeing a remote team in the Phillipines, defending the company's 5 star reputation and ensuring a flawless guest experience across English and German markets.
Responsibilities:
- Reputation & Guest Experience:
- Monitor all reviews/guest messages. Use AI to identify policy violations and lead disputes to remove unfair reviews.
- Convert guest feedback into actionable operational improvements (e.g., updating checklists, guidebooks).
- Handle high-level guest communication and complex issue de-escalation, especially in German.
- Team Leadership & Operations:
- Direct management of a 40-person Philippines-based VA team (scheduling, performance, quality control, training).
- Ensure 24/7/365 coverage for guest communications (check-ins, emergencies, enquiries).
- Recruit, onboard, and train new VA team members as needed.
- Process Improvement:
- Create and refine communication templates and operational workflows.
- Implement tools and processes to maintain premium service standards.
Mandatory Requirements (Must-Haves)
- Languages: Native or C1-level German (non-negotiable) and Fluent English.
- Experience: 2-5 years in short-term rental (STR) operations, hospitality, or premium customer service.
- Skills:Team Management: Experience managing a remote team (experience with Philippines-based teams is a big plus)
- Reputation Management: Proven skill in handling online reviews and guest disputes on platforms like Airbnb/VRBO.
- Tech & AI Savvy: Comfortable using AI tools (e.g., Gemini, Claude) for analysis and task automation. Must be able to train a team on these tools
- Software: Prior experience with Guesty or similar STR property management software is a significant advantage.
- Industry: Direct short-term rental management experience is preferred.
- Recruitment: Comfortable with recruiting and onboarding new team members (though not a primary HR role)
Our client is offering a highly competitive salary for this role based on experience.
Apply for this role today, contact Gaby Turner at gaby.turner@hireresolve.us or on LinkedIn
You can also visit the Hire Resolve website: hireresolve.us or email us your CV: itcareers@hireresolve.za.com
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
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