Guest Services and Operations Manager

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.

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 s 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.

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

• 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

• Experience with PMS systems preferred (Streamline/Track)
• Experience managing reviews or online reputation for STRs

Annual Salary: $65,000 - $75,000

Note: This is a full-time, 1099 contract position

Schedule: Full-time