Guest Services and Operations Manager

Company Overview Southern Sands Property Management Group is a fast-growing short-term rental company managing 150+ homes across Galveston and Crystal Beach. Known for delivering exceptional experiences, we maintain a 4.95+ guest rating backed by thousands of five-star reviews. We combine local expertise, strong systems, and a hospitality-first approach to create seamless stays for guests while maximizing performance for homeowners. As we continue to grow, we’re focused on building a high-performing team that takes pride in quality, accountability, and delivering results. This is an opportunity to join a company where growth is real, standards are high, and your work makes a direct impact. Position Summary We're seeking a strategic and service-driven Guest Services & Operations Manager to lead and elevate the guest experience across our Galveston portfolio. This is a remote position for a leadership role responsible for overseeing day-to-day guest communications, optimizing service workflows, and managing a team of virtual assistants and inspectors to ensure consistent, high-quality delivery at scale. This role goes beyond frontline support. You will own the full guest journey from pre-booking inquiries through post-stay follow-up while identifying opportunities to improve processes, increase guest satisfaction, and drive operational efficiency. You thrive in fast-paced environments, bring structure to complexity, and lead with both empathy and accountability. If you're a strong communicator with a bias for action and a passion for hospitality, this is an opportunity to make a measurable impact in a rapidly growing company. Key Responsibilities Guest Communication & Experience Oversee and manage all guest messaging across platforms (Airbnb, VRBO, direct bookings) Lead and manage virtual assistants handling day-to-day guest communication Ensure fast, accurate, and high-quality responses to all guest inquiries Issue Resolution & Escalations Handle escalated guest issues with professionalism and urgency Call guests directly when needed to resolve concerns and improve outcomes Offer solutions such as refunds, discounts, or relocations when appropriate Operations Coordination Coordinate with maintenance vendors, cleaners, inspectors, and operations team Ensure all guest-related issues are resolved quickly and effectively Communicate recurring issues to leadership to improve processes and property performance Lead and manage a team of inspectors handling day-to-day inspections and guests’ readiness Lead owner statement delivery and discuss P&L’s with the team Coordinate with onboarding to ensure a seamless process during ‘go live’ phase Reputation & Review Management Respond to all guest reviews across Airbnb, VRBO, and other platforms Manage and protect company reputation across all channels Identify trends in feedback and work with internal teams to correct issues Proactively turn negative experiences into positive outcomes Required Qualifications Minimum 3+ years experience in short-term rental and property management Strong communication skills (written and verbal) Experience handling guest issues and conflict resolution Highly organized with ability to manage multiple properties and tasks Comfortable managing remote/virtual assistants Preferred Qualifications Experience with PMS systems preferred (Streamline/Track) Experience managing reviews or online reputation for STRs Compensation & Schedule Annual Salary: $65,000 - $75,000 Note: This is a full-time, 1099 contract position Schedule: Full-time #J-18808-Ljbffr