About the Role

The Property Operations Manager works directly with the VP of Guest Experience and Hospitality to ensure every home in the Open Air Homes portfolio is in pristine condition and prepared for five-star stays. This role oversees a small field team, including direct management of two operations staff, and partners closely with the Maintenance and Hospitality Manager to ensure high priority maintenance items and property needs are addressed in real time.

This role is also a key partner to the VP of Guest Experience and Hospitality in building and maintaining a unified daily operations system that gives full visibility across both the Los Angeles and Palm Springs portfolios. The goal is a clean, real-time picture of where every team member is, what every property needs, and what is happening across the company on any given day.

Communication is at the core of everything this role does. Whether on the phone with a guest, coordinating with a vendor, walking a property, or directing a team member, this person is expected to be responsive, clear, and proactive at all times. No two days look the same. This role is equal parts field work, team leadership, and administrative work, and the ability to shift fluidly between all three is essential to success.

Schedule

This is a weekend-required role. Saturday and Sunday from 10am to 6pm is a standing, non-negotiable expectation of the position. Weekday hours are flexible and shaped by the needs of the business. Coverage gaps on weekends are not accommodated in this role.

Responsibilities

Team Management and Scheduling

• Directly manage two operations team members, including setting daily priorities, reviewing field work, and holding the team accountable to OAH presentation and condition standards
• Build and own the team schedule, including weekend coverage, rotation, and time off requests
• Conduct regular check-ins with direct reports to surface issues, develop skills, and improve performance
• Escalate personnel issues to the VP of Guest Experience and Hospitality as appropriate

Cross-Company Operational Visibility

• Partner with the VP of Guest Experience and Hospitality to design, document, and maintain a daily operations system that tracks all field activity across the Los Angeles and Palm Springs portfolios
• Ensure leadership has clear visibility into where every team member is, what they are working on, and the status of every active property need at any given time
• Provide a daily operational summary that captures dispatches, completions, in-progress items, and any escalations

Property Quality and Condition

• Conduct frequent in-person property visits and thorough inspections to ensure every home meets OAH presentation and condition standards at all times
• Perform quality control walkthroughs of cleaning team work prior to and between guest stays, flagging issues and holding vendors accountable
• Proactively identify areas of improvement across all aspects of properties, from physical condition to the overall guest arrival experience
• Audit guest reviews and feedback consistently to identify patterns and surface opportunities for improvement across the portfolio
• Evaluate and improve guest-facing materials including check-in instructions, welcome books, and in-home guides

Guest Experience and Issue Resolution

• Call guests directly when issues, questions, or concerns arise that require a personal touch and real-time resolution
• Partner with the Reservations Team to evaluate and determine the appropriate course of action for guest issues, including refunds, relocations, and cancellations, ensuring decisions are made promptly and in the best interest of the guest and homeowner
• Assist guests with lockouts and on-property needs, including in-person response when necessary
• Create and manage guest door codes and ensure all access systems are accurate and up to date for every reservation
• Monitor and adjust pool and spa heating settings to ensure properties are guest-ready upon arrival

Vendor, Dispatch, and Cost Discipline

• Dispatch handymen, vendors, and cleaning teams as needed while exercising sound judgment to avoid unnecessary spend. This includes getting competitive bids, questioning whether a dispatch is truly needed, and exhausting remote troubleshooting options before sending someone out
• Troubleshoot property issues remotely and resourcefully before escalating, including diagnosing wifi and router connectivity issues, resetting smart home systems, walking guests through appliance operation, identifying whether an HVAC issue requires a technician or a simple filter or thermostat fix, and other common property tech and equipment challenges
• Manage supply inventory and coordinate restocking across assigned properties
• Coordinate vendor appointments and oversee work performed at assigned properties
• Track, organize, and submit vendor invoices and property-related expenses

Homeowner Communication

• Serve as the primary point of contact for homeowner communication related to maintenance needs, property suggestions, and improvement recommendations
• Draft and present detailed cost breakdowns and improvement proposals to homeowners

Cross-Functional Collaboration

• Collaborate with the Reservations and Field Team on property updates and guest communications

Requirements

• Weekend availability is required. Saturday and Sunday from 10am to 6pm is a non-negotiable standing expectation of this role
• Prior people management experience, with demonstrated ability to lead a small team, manage schedules, and hold team members accountable to standards
• Reliable transportation with the ability to drive throughout the greater Los Angeles area
• Prior experience in short-term rentals, hospitality, or property management is required
• Strong written and verbal communication skills with a high level of responsiveness expected across calls, texts, and email
• Proven ability to troubleshoot problems independently, both remotely and onsite, searching for solutions resourcefully before escalating. The right candidate does not wait to be told how to solve a problem
• Comfortable using Claude AI as a daily working tool for troubleshooting property and guest issues, drafting homeowner reports, and ensuring all written communications are consistent, thorough, and professionally formatted
• Resourceful problem solver who can think critically before spending company money or dispatching vendors
• Comfortable with mobile apps, cloud-based tools, and property management platforms
• Highly organized with strong attention to detail and follow-through
• Smartphone and laptop required

Job Type: Full-time

Pay: $28.00 - $32.00 per hour

Application Question(s):

• Are you comfortable with a flexible schedule to work evenings and weekends as needed?
• The role involves both physical work and problem-solving, including minor repairs, troubleshooting, and coordinating with vendors. How comfortable are you with these responsibilities, and what relevant experience do you have?
• Will you be able to reliably commute in and around Los Angeles, CA for this role? Including but not limited to Rancho Palos Verdes, Malibu, Sherman Oaks, Laurel Canyon, Venice, Silverlake, Manhattan Beach.

Experience:

• Airbnb / STR: 1 year (Required)

Work Location: In person