Customer Experience and Homesharing Manager

About Orion HausOrion Haus (OHAI) is a service-first hospitality technology company that helps multifamily property owners turn unoccupied space, apartments, parking, and storage, into revenue through short-term, mid-term, and long-term homesharing. We manage the details behind the scenes, including guest access, cleaning, revenue management, guest vetting, and tax remittance, so that modern buildings can earn modern revenue. Our team operates properties across markets including Austin, TX and beyond.The RoleOrion Haus is looking for a Customer Experience and Homesharing Manager to lead our guest services operations out of Austin, TX. In this role, you will manage our guest experience team based in the Philippines, ensuring every guest, whether staying with us for a night, a month, or longer, receives a seamless, hospitality-driven experience from inquiry through check-out. This is a hands-on leadership role for someone who understands homesharing (Airbnb and similar platforms) and knows how to run a guest services operation at a high standard.What You'll DoManage and support our Philippines-based guest experience team, setting expectations, providing coaching, and ensuring consistent, high-quality service.- Oversee guest check-in and check-out processes across all properties, ensuring they run smoothly and issues are resolved quickly.- Own guest correspondence across chat channels, ensuring timely, friendly, and on-brand responses to guest questions and concerns.- Handle and route inquiries for short-term, mid-term, and long-term stays, matching guests with the right stay type and setting accurate expectations.- Monitor guest satisfaction and reviews, identifying trends and driving improvements to the overall guest experience.- Partner with operations, cleaning, and property teams to ensure units are guest-ready and issues are escalated and resolved efficiently.- Develop and refine guest communication standards, templates, and SOPs to scale service quality as we grow.- Help ensure listings go live with accurate, complete information and instructions for guests, including arrival details, parking, Wi-Fi, and house rules.What We're Looking ForStrong working knowledge of Airbnb and the homesharing model, you understand what makes a great guest experience on these platforms and why it matters.- Experience managing a customer service, guest services, or front desk team, including remote or offshore teams.- Excellent written communication skills; comfortable managing high volumes of guest chat correspondence.- A service-oriented, problem-solving mindset with the ability to stay calm and clear during guest issues.- Comfortable working across time zones to support a team based in the Philippines.- Based in or willing to work on-site in Austin, TX.Nice to HaveExperience as a hotel front desk manager or supervisor.- Experience with short-term rental or property management software/platforms.- Knowledge or experience as a leasing agent.- College degree in Hospitality or a related field.How to ApplyInterested candidates should submit a resume and a brief note on their experience with homesharing or guest services to be considered for this role.