Operations Manager

We are a Calgary-based short-term rental management company operating a growing portfolio of furnished rental units. We are hiring a **local Operations Manager** to take responsibility for the smooth, day-to-day operation of the portfolio.

This is not an assistant role. This role is for someone who can think independently, handle issues calmly, and see problems through to resolution without defaulting back to the owner.

You will work alongside a remote VA team that handles most guest messaging and coordination. Your role is to **own outcomes**, manage escalations, and ensure the business runs smoothly on the ground.

**What You’ll Be Responsible For**

**Operations Ownership & Accountability**
- Own the smooth, day-to-day operation of the short-term rental portfolio
- Act as the primary escalation point when issues exceed VA scope
- Make judgment calls and resolve problems end-to-end
- Ensure issues do not default back to the owner unnecessarily

**Client & Owner Management**
- Lead onboarding for new clients and new listings
- Answer questions clearly, set expectations, and manage concerns
- Maintain professional, proactive communication standards

**Listing Management & Standards**
- Oversee creation and optimization of listings (Airbnb, VRBO, etc.)
- Ensure listing quality, accuracy, and consistency across platforms
- Review photos, descriptions, amenities, house rules, and pricing inputs
- Continuously refine listing standards as the portfolio grows

**Guest Messaging Standards & Experience**
- Create, refine, and maintain guest messaging templates and SOPs
- Ensure consistent tone, clarity, and professionalism in guest communication
- Review VA messaging quality and intervene when judgment is required
- Improve systems to reduce friction, confusion, and escalations

**On-the-Ground Support (Calgary Required)**
- Hold keys and have physical access to units
- Attend units when needed (check-in issues, lockouts, urgent problems)
- Coordinate and verify work from cleaners, restockers, and handymen

**VA Oversight & Process Improvement**
- Manage and guide a remote VA team handling:

- Guest messaging
- Cleaning coordination
- Maintenance dispatch
- Inventory monitoring
- Identify gaps, inefficiencies, and areas for process improvement
- Help document and refine SOPs over time

**Admin, Licensing & Compliance**
- Manage City of Calgary short-term rental licenses
- Coordinate with condo management (keys, move-ins/outs, notices)
- Ensure licenses and compliance items are properly handled and posted

**What This Role Is NOT**
- Not a cleaner
- Not a restocker
- Not a virtual assistant
- Not an errand runner

You are responsible for outcomes, not routine task execution.

**Who This Role Is For**
- Calm, reliable, and solution-oriented
- Comfortable making decisions without constant direction
- Strong written and verbal communicator
- Organized and accountable
- Takes responsibility instead of deflecting it

Experience in property management, hospitality, or short-term rentals is a strong asset. Having a reliable vehicle is a requirement.

**Compensation & Structure**
- $2,000/month retainer (covers ~20 hrs/week average)
- $25/hour for additional hours if required
- Flexible schedule
- 3-month trial period

**How to Apply**
- A brief summary of relevant experience
- Confirmation you are based in Calgary and able to attend units when required
- Why this role appeals to you

**Job Types**: Full-time, Part-time

Pay: $25.00 per hour

Expected hours: No less than 20 per week

**Benefits**:

- Flexible schedule
- Work from home

Work Location: Hybrid remote in Calgary, AB T2R 0N6