Guest Services and Operations Manager
Better Talent, Galveston, TX, United States
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
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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
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