Operations & Host Success Associate

Job Title: Operations \& Host Success Associate

Location: Hybrid – Remote / Office / Field

Role Overview

We are looking for a proactive and highly organised Operations \& Host Success Associate to support the smooth running of our short\-let and holiday\-let property portfolio.

This hybrid role combines guest support, operational coordination, reservations management, and host/client relationship management. You will help deliver an excellent experience for both guests and property owners while supporting revenue performance, listing quality, and day\-to\-day operational efficiency.

The ideal candidate will be an excellent communicator, calm under pressure, confident using technology, and comfortable working in a fast\-paced environment.

Key ResponsibilitiesGuest Support \& Issue Resolution

• Respond professionally to guest enquiries before and during stays via phone, WhatsApp, messaging, and booking platforms.


• Assist guests with access, appliances, local information, and in\-stay queries.


• Troubleshoot urgent issues such as heating, hot water, lockouts, and maintenance problems.


• Manage and escalate out\-of\-hours support calls when required.


• Support guest verification processes and review responses.

• Process reservations, cancellations, date changes, and special requests accurately.


• Keep booking information up to date across internal systems and platforms.


• Support listing management across Airbnb, Booking.com, direct booking channels, and other platforms.


• Help improve listing content, availability, and performance based on guest feedback and portfolio insights.

• Carry out property spot checks, inventory checks, and task visits where required. A car is essential.


• Coordinate requests such as travel cots, parking permits, early check\-ins, and late check\-outs.


• Log, track, and resolve property damage, maintenance, and operational issues.


• Liaise with cleaners, contractors, guests, hosts, and the local team.


• Ensure tasks and tickets are completed within required timeframes and in line with company procedures.

• Support strong, long\-term relationships with property owners.


• Provide proactive host updates and manage day\-to\-day host communications.


• Assist with onboarding new hosts and ensuring a smooth setup process.


• Identify opportunities to improve guest experience, listing quality, occupancy, and revenue.


• Share guest and provider feedback with hosts and recommend practical improvements.


• Support host retention, revenue growth, and overall portfolio performance.

• Experience in customer service, hospitality, travel, property management, or a guest/client\-facing role.


• Excellent written and verbal communication skills.


• Strong problem\-solving skills and the ability to remain calm under pressure.


• Highly organised, proactive, and able to manage multiple priorities.


• Confident using technology, including messaging platforms, Google Workspace, helpdesk tools, PMS or CRM systems.


• Able to work independently while supporting guests, hosts, managers, cleaners, and contractors.


• Full driving licence and access to a car.

• Experience with Airbnb, Booking.com, Vrbo, or similar platforms.


• Experience coordinating cleaners, contractors, or maintenance teams.


• Knowledge of PMS, CRM, or operational software.


• Understanding of revenue performance, listing optimisation, or portfolio management.


• Marketing or social media experience.

This is an ideal role for someone who enjoys a varied, fast\-paced position combining guest support, operations, and client relationship management. You will play an important role in improving guest satisfaction, supporting hosts, increasing revenue, and helping the business grow.

Pay: £15\.00\-£18\.00 per hour

Work Location: Hybrid remote in Amersham

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