Portfolio Operations Manager

*Must have Vacation rental Management experience of portfolio over 200 properties in the United States*
Position Overview
The Portfolio Operations Manager is responsible for leading the administrative, guest-facing, and owner-facing operations of Host & Keep. This role oversees the company's remote operations, ensuring an exceptional experience for homeowners and guests while driving operational efficiency, revenue growth, and portfolio performance.
Working closely with Leadership, Field Operations, Housekeeping, Marketing, and Sales, this individual will oversee Guest Services, Owner Relations, Listing Management, Distribution, Property Onboarding, Sales Support, and Real Estate Administration. The ideal candidate is highly organized, solutions-oriented, and thrives in a fast-paced hospitality environment.
Key Responsibilities
Guest Experience & Reservations
● Lead the Guest Services team and oversee daily communication across Airbnb, VRBO, Marriott, direct bookings, phone, email, WhatsApp, and SMS.
● Drive booking conversion, guest satisfaction, and review performance. ● Manage guest escalations and ensure prompt, thoughtful resolutions. ● Oversee guest registration, check-in procedures, concierge services, and operational communication.
Owner Relations & Portfolio Management
● Serve as the primary operational contact for homeowners.
● Manage owner onboarding and offboarding.
● Coordinate owner requests, operational updates, and monthly communications. Including the Mailchimp owner newsletter
Special projects as needed and administrative support for office operations
Listing Management & Distribution
● Manage listings across Airbnb, VRBO, Marriott, Google Vacation Rentals, direct booking channels, and future OTA partners.
● Optimize listing content, amenities, photography, promotions, and pricing strategies. Property Operations
● Manage vendor scheduling, owner documentation, insurance claims, and operational workflows.
● Review owner expenses, invoices, and purchasing requests.
● Monitor operational KPIs and identify opportunities to improve efficiency. Sales & Real Estate Support
● Prepare rental projections and onboarding documentation.
● Draft management agreements, lease agreements, listing agreements, addendums, and other real estate-related documents.
● Coordinate tenant documentation, lease administration, and long-term rental support.
Team Leadership & Continuous Improvement
● Lead and mentor the Guest Services team.
● Develop SOPs, workflows, and training resources.
● Collaborate with leadership to improve reporting, automation, and operational scalability.
Success Metrics
● Portfolio review score (Goal: 4.7+)
● Guest response times
● Booking conversion rate
● Occupancy and revenue growth
● Owner satisfaction and retention
Schedule
● Monday–Friday | 9:00 AM–6:00 PM EST
● Fully remote position
● Rotational weekend on-call support for major guest escalations
Compensation
● Base salary: $40,000 USD per year
● Quarterly Performance Bonus: $4,000 per year
● Real Estate Sales Support Bonus per closed sale
● Real Estate Lease Support Bonus per closed lease

Work arrangement
Yes