German & English STR Guest Ops Lead (Remote) at airhosted GmbH

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.

Core Objective: We are seeking a high-level Operations Lead and "Fixer" to manage a premium short-term rental (STR) portfolio. This individual oversees our Philippines-based Virtual Assistant (VA) team, protects our 5-star reputation, and ensures that guest communication—whether in English or German—meets a premium standard of excellence.

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

Key Responsibility Pillars

1. Reputation Defense & Insight Analysis

• Dispute Management: Monitor all reviews and guest messages. Use AI (e.g., Claude) to identify policy violations and lead disputes with STR platforms to remove unfair or "revenge" reviews.
• Feedback-to-Action Loop: Analyze feedback to update "Check-in Guides" and listing descriptions, ensuring they are accurate and never misleading.
• Operational Upgrades: Convert guest complaints into operational improvements, such as refining cleaning checklists to maintain "premium category" standards.

2. Workforce Management & VA Oversight

• Team Leadership: Direct management of a Philippines-based VA team (monitoring uptime, response speed, quality of answers and correctness).
• Scheduling & HR: Managing VA shift scheduling and vacation coordination to ensure 24/7/365 coverage.
• Hiring: Leading the recruitment and onboarding of future VA team members as the portfolio grows.

3. Bilingual Communication Standards

• International Service: While the majority of our guests are international and communicate in English, we have a significant number of German-speaking guests.
• Linguistic Quality Control: You must ensure that VA-generated translations meet high German linguistic and cultural standards. You will personally handle communication for guests who require or prefer German.

4. Workflow & Emergency Handling

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

Candidate Requirements

• Languages: Native or C1 German (essential for local guest relations and auditing translations) and Fluent English (for international guests and VA team 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, and managing remote teams (in this case VAs in the Philippines).
• Technical Proficiency: Experience using (AI) tools for analysis and managing scheduling software.
• Mindset: A proactive troubleshooter who is assertive with platforms, empathetic with guests, and rigorous regarding staff accountability.
• 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