Job Overview:

Are you a short-term rental expert with a knack for turning tough guest situations into seamless resolutions and driving business growth?

As our Holiday Rental Guest Escalations Lead - B2B Sales, you will serve as the primary operational safeguard for guest communications while actively expanding our portfolio through outbound development. We require a minimum of 3 years of experience in the holiday letting industry, paired with a proven background in Airbnb-style operations and handling high-stakes guest escalations. Candidates who bring prior B2B sales experience and familiarity with AI-supported guest communication workflows will immediately stand out. If you excel at working independently, analyzing operational data, and pitching growth ideas, this role is your opportunity to directly shape our business success. 

Client Overview:

Our client is a growing UK-based short-term rental property management company currently overseeing 45 units. Their business uses AI for initial guest interactions, but they require an experienced and proactive team member to step in for urgent escalations, support daily operations, and contribute to the continued growth of the business.

Schedule:

Monday - Sunday, 4:00 PM - 12:00 AM UK Time (GMT/BST), with 1 hour unpaid break (one rest day arranged based on operational requirements)

Responsibilities:

• Respond to escalated guest concerns and urgent communications in a timely and professional manner, especially in situations the AI system cannot resolve
• Manage guest email correspondence and phone communications to ensure a high standard of service and guest satisfaction
• Handle urgent guest matters such as lockouts, complaints, booking issues, and other operational escalations with composure and sound judgment
• Maintain accurate spreadsheets, trackers, and reports for guest concerns, operational issues, outreach efforts, and relevant business data
• Proactively collect, organize, and update operational and commercial data to support better business decisions
• Conduct outbound outreach to companies and prospective partners across the UK to help secure contractor stays and direct bookings
• Identify opportunities to improve internal processes, guest experience, and overall business efficiency
• Work closely with the business owner and follow SOPs while also demonstrating initiative and independence in day-to-day execution
• Support the continued smooth operation and growth of the short-term rental portfolio across all managed units

Requirements:

• Minimum of 3 years of experience in the holiday letting industry
• Strong background in short-term rental, holiday rental, or Airbnb-style guest communications and operations
• Previous sales experience or outbound business development experience is strongly preferred
• Experience handling escalations from automated systems or AI-supported guest communication workflows is a strong advantage
  
• Proven experience in spreadsheet management, reporting, and structured data handling
• Demonstrated ability to perform proactive data collection and use information to support operational improvements
• Excellent spoken and written English with a calm, professional, and guest-focused communication style
• Strong ability to work independently, take initiative, and manage responsibilities with minimal supervision
• A proactive mindset with the confidence to suggest improvements and contribute positively to business growth
• High level of responsiveness, organization, and attention to detail in time-sensitive situations
• Ability to manage multiple operational, administrative, and guest-facing priorities at the same time

Why Join This Team?:

• Join a growing and evolving property management business with strong potential for expansion
• Play a key role in both guest experience and business development
• Enjoy a high level of autonomy and the opportunity to make a real impact on operations and growth
• Work with modern systems and AI-supported workflows that streamline communication processes
• Be part of a role where initiative, ideas, and commercial awareness are genuinely valued

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

Important Disclaimer:

BruntWork never charges fees for applying or any part of the hiring process—it is 100% free. If you are ever asked for payment, please stop and report it immediately to our official email us through the ‘Contact Us’ form on our official BruntWork website.