Fully Remote — South Africa | Independent Contractor | Full-Time, UK business hours | UK serviced accommodation client
About the Role
Outsource Ability is recruiting on behalf of a UK serviced accommodation operator for an experienced Operations Manager to oversee guest experience, pricing and reputation across their property portfolio.
The core objective of the role is to keep the portfolio running to standard and well booked. You will oversee the standards of the guest communications team and handle escalated guest issues, manage pricing and availability across Airbnb and Booking.com, respond to companies enquiring about stays, and protect the business's reputation through active review management.
Key Responsibilities
Guest Communications & Team Oversight
- Oversee the guest communications team and check that messages are answered promptly, accurately and in the agreed tone.
- Review guest conversations regularly and give the team clear, constructive feedback.
- Handle escalated guest issues and complaints personally, escalating to the client only where an issue falls outside your authority.
- Cover guest messages when the team is short-staffed or volumes are high.
- Maintain and improve message templates, saved replies and SOPs so that standards stay consistent.
- Coordinate with cleaners, maintenance contractors and suppliers to fix property issues raised by guests.
- Track the team's tasks through to completion and follow up directly where things slip.
Occupancy & Pricing
- Adjust nightly rates, minimum stays and availability on Airbnb and Booking.com to keep properties booked at the right price.
- Respond to changes in demand, seasonality and local events by updating pricing promptly.
- Set up and manage promotions and discounts so that offers are structured correctly and do not stack beyond agreed limits.
- Keep calendars, rates and restrictions accurate and in sync across all channels.
- Flag properties with low occupancy early and suggest practical changes to improve bookings.
Inventory & Procurement
- Track stock levels of linen, toiletries and consumables across all properties, working with cleaners to keep counts accurate.
- Reorder supplies in good time so that properties are fully stocked before guests arrive.
- Source and compare suppliers for recurring purchases and new property set-ups, within agreed budgets and spending limits.
- Keep accurate records of purchases and property expenses.
Listings & Property Onboarding
- Create and optimise listings, including titles, descriptions, photos and amenities, to improve visibility and conversion.
- Coordinate new properties through to launch, including photography, staging and listing set-up, so that each property is ready to take bookings from day one.
Corporate & Direct Booking Enquiries
- Handle enquiries from companies seeking accommodation, such as contractors, relocation agents and insurance claim handlers.
- Explain the client's offer, agree terms within the authority given, and secure bookings and extensions.
- Follow up on open enquiries promptly so that no opportunity is lost.
- Build relationships with corporate clients to win repeat and longer-stay business.
- Keep enquiry and booking records accurate, with statuses and next actions up to date.
Reputation & Reviews
- Monitor and respond to reviews on Airbnb, Booking.com and Google promptly and professionally.
- Encourage guests to leave reviews, using automated messaging where available.
- Identify recurring issues in guest feedback and work with the team to resolve them.
- Protect the review scores and platform ratings that affect listing ranking.
What We're Looking For
Essential
- At least two years' experience in serviced accommodation, short-term rental or hospitality operations.
- Hands-on experience managing listings, pricing and availability on Airbnb and Booking.com.
- Experience handling guest communications and resolving complaints.
- Experience overseeing a guest communications, customer service or similar team, including reviewing their work and giving feedback.
- Confident communicating with businesses and negotiating bookings by telephone and email.
- Experience managing online reviews and reputation.
- Commercially minded and comfortable working with numbers and spreadsheets.
- Excellent written and spoken English.
- Highly organised, with strong attention to detail and follow-through.
- Able to work independently and judge what to handle and what to escalate.
- Comfortable using AI tools and quick to learn new software.
Advantageous
- Experience with dynamic pricing tools such as PriceLabs, Wheelhouse or Beyond.
- Experience with a property management system or channel manager such as Guesty, Hostaway or Hospitable.
- Experience with VRBO or other booking platforms.
- Experience with corporate, contractor, relocation or insurance stays.
- Experience managing inventory or purchasing across multiple properties.
- Experience communicating with UK guests and businesses.
- Experience creating or maintaining SOPs.
Remote Work Requirements
Applicants must:
- Be based in South Africa.
- Have a modern laptop or PC (Intel i5 / AMD Ryzen 5 or equivalent, minimum 8GB RAM).
- Have a stable fibre connection with a minimum of 50 Mbps download and 50 Mbps upload.
- Have a functional UPS, inverter or power station able to run a router and laptop for a minimum of 2–4 hours during load shedding.
- Have a professional noise-cancelling headset with a clear microphone.
- Have a quiet workspace suitable for calls and video meetings.
- Be available for the agreed full-time hours during UK business times.
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