Head of Operations - Short-Term Rental Property Management (Remote, EU Hours)

HEAD OF OPERATIONS - SHORT-TERM RENTAL PROPERTY MANAGEMENT Remote - Philippines Full-Time - European Hours Long-Term Growth Opportunity ABOUT LANDO PARIS Lando Paris is an established short-term rental and property management company managing a growing portfolio of apartments in Paris and the surrounding area. We coordinate guest communication, housekeeping, maintenance, property owners, Airbnb listings, emergencies, onboarding, quality control and business development. We are now looking for a highly capable Head of Operations who can progressively take full ownership of the company’s daily operations. This is not a basic Virtual Assistant role. We are looking for someone who can think, organize, make decisions, improve systems, create clear SOPs, manage people and eventually run the entire operational side of the company with minimal involvement from the founder. YOUR MAIN OBJECTIVE Your objective will be to make Lando operate smoothly, professionally and independently without the founder being involved in daily operations. You will initially handle many tasks yourself. As the portfolio grows, you will recruit, train and manage additional Virtual Assistants and specialists. You will be responsible for the system, even when individual tasks are later delegated to other team members. YOUR RESPONSIBILITIES Daily operations: * Manage guest messages across Airbnb and other communication channels * Coordinate housekeepers and confirm every cleaning * Coordinate maintenance workers and local service providers * Manage check-in, check-out and access issues * Handle guest complaints, emergencies and service recovery * Track every incident until it is completely resolved * Request and verify photos after cleaning or maintenance * Maintain accurate property information, instructions and checklists * Make sure no task, arrival, issue or owner request is forgotten Property and owner management: * Communicate professionally with property owners by email and messaging * Collect missing property information, documents, photos and equipment details * Coordinate new property onboarding * Create and update Airbnb listings * Keep property accounts, calendars and settings accurate * Organize photographers, maintenance, supplies and property improvements * Prepare clear updates and reports for owners * Identify risks before they become complaints Systems and process improvement: * Document all recurring processes as clear SOPs * Build checklists, decision trees and escalation procedures * Audit our current processes and recommend improvements * Automate repetitive tasks using AI, Make, Zapier or similar tools * Organize tasks and information using Google Workspace and project management software * Create weekly operational dashboards * Maintain a structured database of properties, owners and service providers * Continuously look for ways to improve quality, speed and efficiency Team management: * Help recruit future Guest Communication VAs and operational assistants * Train new team members using SOPs and recorded processes * Review their work and provide feedback * Build schedules and backup coverage * Monitor performance and accountability * Make sure the team maintains Lando’s service standards Lead management: * Make sure every new lead from Airbnb or our website enters the CRM * Collect and organize the information needed by the French-speaking salesperson * Assign leads immediately and notify the salesperson * Monitor response times and follow-up status * Maintain an accurate sales pipeline You will not be responsible for closing French sales calls. A French-speaking salesperson will handle them. LANGUAGE AND COMMUNICATION Excellent written and spoken English is required. French is not required. Most French communication will be completed using AI translation, approved templates and clear internal guidelines. French voice messages can be transcribed and translated using AI. You mu