Director Of Operations

Host Pros LLC is Northeast Ohio’s leading short-term rental management company, specializing in high-end, large-format properties. We partner with property owners to deliver exceptional guest experiences while protecting and enhancing asset value.

Our team operates on four core principles:

It’s Never Just Business

Unreasonable Hospitality

If you take pride in your craft, solve problems proactively, and care about delivering excellence, you’ll fit right in.

The Director of Operations is the senior leader responsible for the day-to-day performance of our 80+ property portfolio and the teams that support it.

This is a hands‑on leadership role for someone who thrives in high‑accountability environments, can lead people with clarity and consistency, and is comfortable owning outcomes across multiple moving parts.

You will oversee Cleaning, Maintenance, Guest Experience, and Field Operations, ensuring every property meets Host Pros’ standards for quality, consistency, and guest satisfaction. You will also serve as the point of contact for operational escalations and key client communication.

This role requires strong decision‑making, emotional intelligence, and the ability to anticipate problems before they happen.

Directly manage:

• Cleaning Manager
• Maintenance Technician
• Guest Experience Team (Philippines-based)

Set clear expectations, goals, and standards; hold each person accountable.

Provide regular feedback and coaching; address performance issues quickly and professionally.

Model Host Pros' core values daily, especially Unreasonable Hospitality and It’s Never Just Business.

Build a culture of ownership, calm under pressure, transparency, and proactive problem‑solving.

Serve as the operational point of contact for key property owners.

Proactively communicate about major incidents, maintenance projects, and performance concerns before clients reach out.

Handle escalated client and guest issues with diplomacy, clarity, empathy, and decisiveness.

Deliver hard news professionally, with solutions and next steps.

Build long‑term trust through reliability, prompt communication, and follow‑through.

Maintain an in‑depth understanding of all listings and ensure each meets Host Pros standards.

Ensure flawless turnovers, consistent quality, and top‑tier guest experiences.

Ensure the team understands how to operate and troubleshoot amenities (hot tubs, fireplaces, gaming systems, TVs, WiFi, etc.).

Oversee and ensure effective use of property technology (smart locks, cameras, apps, etc.).

Ensure issues involving critical systems (e.g. HVAC, plumbing) are triaged and resolved quickly.

Maintain situational awareness around weather, seasonal demands, and high‑impact events.

Work with cleaning manager to set and enforce cleaning standards across all properties, including delivering difficult feedback when necessary.

Manage maintenance vendors and recruit qualified tradespeople.

Oversee larger owner projects and ensure they finish on time and meet quality standards.

Oversee Guest Experience to ensure fast, friendly, accurate guest communication.

Step in on complex or escalated guest issues requiring judgment, tone, and leadership.

Develop and implement training programs for Cleaning, Onboarding/QC, Guest Experience, and Runners.

Occasionally support critical guest experience tasks that require leadership presence.

Manage vendor relationships with platforms such as Guesty, Touch Stay, and Breezeway.

Negotiate better pricing and terms with vendors.

Identify operational bottlenecks and implement systems and SOPs to…