Overview

Our client is looking for a Short-Term Rental Operations & Business Development Coordinator to oversee guest escalations and drive business growth across a 45-unit UK property portfolio. In this role, you will handle complex guest issues, complaints, and lockouts that AI automated systems cannot resolve, ensuring a high standard of service. Additionally, you will drive outbound B2B sales to secure contractor accommodation and direct bookings, while managing licensing administration and operational compliance. This position requires 3–5 years of short-term rental experience, strong commercial awareness, and the ability to thrive independently in a fast-paced environment.

Schedule:

• Approximately 29 hours per week, following a rotating two-week schedule. All times are UK time. (Minor adjustments may be required based on operational needs)

Week 1

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

Week 2

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

Responsibilities

• Handle complex guest enquiries and escalations that AI or automated systems cannot resolve.
• Manage guest communication via email and phone.
• Resolve urgent issues, including lockouts, complaints, booking problems and operational disruptions.
• Maintain high standards of guest service and ensure timely resolution.
• Conduct outbound B2B calls and email outreach to UK businesses.
• Generate contractor accommodation bookings, direct bookings and new business opportunities.
• Build relationships with prospective corporate clients and accommodation partners.
• Confidently communicate the company's services and commercial offering.
• Manage licensing administration and maintain relevant compliance documentation.
• Maintain accurate spreadsheets, operational trackers and performance reports.
• Collect and analyse operational and commercial data.
• Identify opportunities to improve processes, efficiency and business performance.
• Follow established SOPs while working independently.
• Take ownership of daily responsibilities and follow through without constant supervision.
• Work closely with the business owner to support the stability and growth of the portfolio.

Requirements

• 3–5 years of hands-on experience in short-term rentals, holiday letting or Airbnb operations.
• Must have managed more than the required 45 properties
• Experience with property licensing, local council requirements or compliance administration is strongly preferred.
  
• Strong experience managing guest communication, complaints and escalations.
• Previous B2B sales, outbound calling or business development experience.
• Excellent spoken and written English.
• Confident and professional telephone communication skills.
• Experience with AI-supported guest communication or automated messaging systems.
• Strong spreadsheet, reporting and data management skills.
• Ability to work independently, prioritise tasks and take initiative.
• Highly organised, responsive and detail-oriented.
• Comfortable working in a fast-paced startup environment with minimal supervision.

Nice to Have

• Experience securing contractor accommodation or corporate bookings.
• Knowledge of direct booking strategies and B2B hospitality sales.
• Experience implementing operational 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.