German & English STR Guest Ops Lead (Remote)

Airhosted is a premier, Swiss-based short-term rental management company. We provide high-end property management services across Switzerland, ensuring that every guest experience reflects the quality, precision, and hospitality our country is known for. We are looking for a dedicated professional to join our team and uphold these standards for our international guests.

CoreObjective:Weareseekingahigh-level OperationsLeadand"Fixer"to manageapremium short-term rental (STR) portfolio. This individual oversees our Philippines-based VirtualAssistant (VA) team, protects our 5-star reputation,andensures that guest communication-whether in English or German-meetsa premium standard of excellence.

This is not a comprehensive and official Job Description but serves the purpose of outlining key functions and responsibilities

• Dispute Management:Monitorall reviewsandguest messages. UseAI (e.g., Claude) to identify policy violationsandleaddisputes with STR platforms to remove unfair or "revenge" reviews.
• Feedback-to-Action Loop:Analyze feedback to update "Check-in Guides"andlisting descriptions, ensuring theyareaccurateandnever misleading.
• Operational Upgrades:Convert guest complaints into operational improvements, suchas refining cleaning checklists to maintain "premium category" standards.

• TeamLeadership:Direct management ofaPhilippines-based VAteam (monitoring uptime, response speed, quality of answers and correctness).
• Scheduling & HR:Managing VAshift schedulingand vacation coordinationto ensure 24/7/365 coverage.
• Hiring:Leading the recruitmentandonboarding of future VAteam membersas the portfolio grows.
• International Service:While the majority of our guestsareinternationalandcommunicate in English,wehaveasignificant number of German-speaking guests.
• Linguistic Quality Control:You must ensure that VA-generated translations meet high German linguisticandcultural standards. You will personally handle communication for guests who require or prefer German.

• Emergency Monitoring:Handle rarebut critical emergency calls/issues, normally between 08:00and00:00 (Midnight).
• Template Engineering:Createandrefine "under-promise/over-deliver" templatesandlead professional de-escalation for complex guest issues.
• Helping our team in organizing maintenance, if something needs to be fixed (by phone and/or email)

• Languages:Native or C1 German(essential for local guest relationsandauditing translations)and Fluent English(for international guestsandVAteam management).
• Proactive deescalation: If a guest conversation starts to go sideways or an issue occurred, proactively call the guest up in order de deescalate, feel the guest out and avoid a bad review.
• Experience:Proven track record in STR management, platform dispute resolution,andmanaging remote teams (in this case VAs in the Philippines).
• Technical Proficiency:Experience using (AI) tools foranalysisandmanaging scheduling software.
• Mindset:Aproactive troubleshooter who isassertive with platforms, empathetic with guests,and rigorous regarding staffaccountability.
• Ownership and Accountability: ability to take responsibility, recommend solutions, troubleshoot, plan and improve performance. Work outside regular office hours as-needed.

Work Schedule:

• 8/9am to 5/6pm CET (Swiss Time)
• Monday to Friday
• Work outside regular hours as-needed for critical issues