Overview

Our client is looking for a Short-Term Rental Operations & Business Development Coordinator to serve as the key escalation point for complex guest communications across their 45-unit UK portfolio. You will step in when AI-supported workflows cannot resolve an issue, handling time-sensitive guest challenges, lockouts, and complaints with sound judgment and composure. In addition to managing guest escalations, you will drive outbound B2B sales outreach to generate contractor stays, direct bookings, and new business opportunities. The role also requires managing licensing compliance administration and structured operational reporting to support portfolio stability and growth. This startup opportunity is ideal for a proactive, highly autonomous individual with deep short-term rental experience who thrives on taking ownership of outcomes. Candidates with prior experience in holiday rentals, Airbnb-style operations, B2B sales, and AI-supported guest communication workflows will stand out.

Schedule:

Approximately 29 hours per week, rotating 2-week schedule across Monday, Friday, Saturday, and Sunday. Shift times are based on the following UK time windows: 9:00 AM to 5:00 PM and 4:00 PM to 12:30 AM

Week 1:

• Monday: 9:00 AM to 5:00 PM
• Friday: 4:00 PM to 12:30 AM
• Saturday: 4:00 PM to 12:30 AM
• Sunday: 9:00 AM to 5:00 PM

Week 2:

• Monday: 4:00 PM to 12:30 AM
• Friday: 9:00 AM to 5:00 PM
• Saturday: 9:00 AM to 5:00 PM
• Sunday: 4:00 PM to 12:30 AM

Schedule may be adjusted slightly based on operational requirements, but the role will follow this general rotating structure.

Responsibilities

• Act as the main point of contact for escalated guest concerns and urgent issues that automated or AI-supported communication cannot resolve
• Manage guest email and phone communication professionally and efficiently to maintain a high standard of service and guest satisfaction
• Handle urgent guest matters such as lockouts, complaints, booking issues, and operational disruptions with sound judgment and composure
• Maintain accurate spreadsheets, trackers, and reports for guest issues, operational performance, outreach activity, and business data
• Proactively gather, organize, and update operational and commercial data to support informed decision-making
• Support or manage licensing-related administration and compliance documentation where relevant to short-term rental operations, including working with licensing processes, requirements, and related paperwork
• Conduct outbound outreach to companies and prospective partners across the UK to generate contractor stays, direct bookings, and new business opportunities
• Represent the business confidently in phone and sales conversations, with the ability to clearly explain the company’s offering
• Identify opportunities to improve internal processes, guest experience, efficiency, and commercial performance
• Work closely with the business owner while following SOPs and also operating with strong independence in day-to-day execution
• Work proactively by identifying issues, following through on tasks without constant supervision, and taking initiative in both operations and commercial activity
• Help support the continued stability and growth of the short-term rental portfolio across all managed units

Requirements

• Minimum of 3 years of experience in the holiday letting or short-term rental industry
• Strong hands-on background in holiday rental, short-term rental, or Airbnb-style guest communication and operations
• Strong ability to manage guest escalations independently and remain calm in high-pressure or time-sensitive situations
• Prior sales, outbound calling, or business development experience
• Confidence and professionalism when speaking on the phone with guests, prospects, and partners
• Experience working with AI-supported guest communication workflows or automated guest messaging systems is highly preferred
• Experience with spreadsheet management, reporting, and structured data handling
• Demonstrated ability to collect and use data proactively to improve business operations
• Excellent spoken and written English
• Strong ability to work autonomously, think independently, and manage responsibilities with minimal supervision
• Clear track record of working proactively, taking initiative, and staying productive without needing close day-to-day direction
• Previous experience with licensing-related work, local council requirements, or compliance documentation in short-term rental, holiday letting, or property operations is strongly preferred
• Comfortable working in a startup or lean operational environment where initiative, reliability, and ownership are essential
• Highly organized, responsive, and detail-oriented, with the ability to balance operational, administrative, and guest-facing priorities simultaneously

Nice to Have

• Hands-on experience supporting licensing, local council applications, or compliance administration in short-term rental operations
• Familiarity with contractor accommodation, direct booking strategies, or B2B hospitality sales
• Experience suggesting and implementing process improvements in a growing business

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

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.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.