Hosting Manager

**About the Role** OnlyVegasStays is seeking a proactive, charismatic Host Manager to serve as the central point of contact for all guest communications and issue resolution across our portfolio of Las Vegas short\-term rental properties. This role requires balancing empathy for the guest with firm adherence to policy while coordinating every interaction to deliver the best possible guest experience **What You'll Do** * Serve as the primary escalation point for guest issues, complaints, and time\-sensitive requests across all properties * Oversee and direct our Virtual Assistant (VA), reviewing their guest message responses and stepping in on anything requiring judgment, negotiation, or a personal touch * Call guests directly to de\-escalate sensitive situations (property damage disputes, refund requests, noise complaints, amenity issues) with tact and professionalism * Contact Airbnb Support and VRBO Support directly to resolve platform disputes, file claims, and advocate on behalf of the business * Monitor guest communications in real time and ensure fast, on\-brand responses across all channels * Coordinate with cleaning, maintenance, and neighbor\-relations contacts to resolve issues quickly * Track recurring guest issues and flag patterns to ownership (e.g., listing description mismatches, amenity failures) * Make judgment calls on compensation, refunds, or goodwill gestures within approved guidelines * Maintain a calm, solutions\-oriented tone even in high\-conflict or high\-stakes situations **Who You Are** * Charismatic communicator who can build rapport quickly over phone and text * Strategic thinker who can read a delicate situation and choose the right approach, not just script\-following * Manage guest conflicts, refund disputes, or Airbnb escalations * Experienced managing or directing remote/VA teams * Familiar with Airbnb's platform, host tools, and resolution/claims process (or a fast learner) * Highly organized * Available for guest emergencies outside standard business hours **Preferred Experience** * Background in hospitality management, guest services, property management, or STR operations * Prior experience with Airbnb/VRBO host tools, PriceLabs, or similar STR software * Track record of successfully resolving guest disputes and protecting review scores/ratings **Requirements**: * Reliable internet * Must speak fluent English * Call Connectivity is Strong Pay: $40,000\.00 per year Work Location: Remote