Guest Experience & Operations Manager (Founder’s Right Hand) at The Penrose House | Torre
Guest Experience & Operations Manager (Founder’s Right Hand)
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The Penrose House

Guest Experience & Operations Manager (Founder’s Right Hand)

The Penrose House
Posted by
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Emma
Emma
You'll drive luxury hospitality operations, own the guest experience, and directly impact a growing portfolio.
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Full-time

Legal agreement: Contractor

Currency exchange and taxes to be paid by:

Depends on the location of the candidate

Compensation
USD800 - 1.2k/month
Negotiable
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Remote (specific timezone)
public
GMT-10:00 to GMT-02:00
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Posted about 1 month ago

Requirements and responsibilities

We run a US-based luxury hospitality portfolio featuring high-end short-term rentals and a boutique micro-wedding venues across US. We are a tech-forward founding team. Our heavy infrastructure — custom AI agents, automated workflows, and specialized CRM systems — is already built and managed by us. We do not need you to build systems or manage ad budgets. We need you to DRIVE the systems with flawless execution and an "unreasonable hospitality" mindset. This role is part operations manager, part right-hand to the founders. Beyond guest-facing work, you will be expected to proactively flag issues before they escalate, make time-sensitive decisions independently when founders are unavailable, maintain organized records across our systems, and communicate upward with clarity and brevity. We move fast — we need someone who stays one step ahead, not one step behind. If you have exceptional communication skills, high emotional intelligence, a bias toward action, and the ability to keep anxious brides and high-end guests feeling completely taken care of — this role is for you. WHAT YOU'LL OWN: 1. Guest Experience & "Unreasonable Hospitality" You are the voice of our premium brand across all touchpoints. - Wedding Venue: Respond to inbound inquiries within 5 minutes during your shift. Handle pricing and availability questions with warmth, schedule tours, and keep our CRM impeccably updated. - Short-Term Rentals: Manage all guest messages across Airbnb, VRBO, and direct booking channels. Handle platform disputes, de-escalate frustrated guests, and craft professional responses to reviews. 2. Founder Support & Internal Operations You are the operational nerve center when founders are heads-down or traveling. - Monitor inboxes, flag urgent items, and draft responses for founder review. - Maintain organized records, trackers, and SOPs across our systems. - Make independent judgment calls within defined guidelines — act first, report back clearly. - Proactively surface problems before they become emergencies. 3. Logistics, Procurement & Property Triage You are the control tower for our physical properties. - Inventory: Proactively track and order property supplies using a company card. Properties never run out of essentials on your watch. - Cleaner & Contractor Coordination: Direct cleaning teams, review post-turnover photo reports, dispatch contractors when things break, and see every fix through to completion. 4. Content & Marketing Execution - Schedule and post content to Instagram, Facebook, and TikTok using pre-designed assets and a content calendar. - Send templated email campaigns to lead lists. - Follow up with cold leads and past inquirers via pre-approved premium messaging. WHY THIS ROLE: This is not a data-entry job and it is not a traditional VA role. You will have genuine ownership over the guest experience and day-to-day operations of a growing luxury portfolio. You will work directly with the founders — not a middle manager. As we acquire new properties, your scope, responsibilities, and compensation grow with us.

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