Remote Operations Coordinator

Remote Operations CoordinatorBijou Getaways · Full-time · Remote · $1,000–1,500 USD per monthAbout usBijou Getaways is a small, owner-run vacation rental company with about 42 homes across several US and international destinations. A small team runs everything remotely, supported by software and AI bots that watch our cleanings, check-ins and maintenance around the clock.About the roleThe bots and the cleaners do most of the work. Your job is to make sure that work is actually right, close every loop before it reaches a guest, and look after our guests directly when they need a person.This role is an operations role with real guest contact. You check the cleaners' video inspections, close the alerts our bots raise, approve or stop maintenance dispatches, keep our task board accurate, and talk with vacation rental guests by message and phone.This role is not a virtual assistant doing whatever comes up. It is also not a property manager role. You don't clean, inspect units yourself, or make pricing and money decisions.You report to our Senior Operations Manager. When she is off, you escalate to the owner.MissionMake sure every arrival is verified clean and every bot flag is closed, so nothing reaches a guest, your manager or the owner unresolved.What you'll doVerify cleaning inspections before every arrival. Our cleaners film a video walkthrough of each home after cleaning (in an app called RapidEye). You check each one at least 2 hours before each check-in:It was filmed after the clean.Every checklist step is there.The footage is clear.Any issues it found are fixed, with a photo to prove it.If something is missing, you ask the cleaner to redo or fix it in time and record the result. You verify; the cleaners inspect.Close bot flags in Slack. Our bots post alerts for things like a missing photo, a home still marked dirty, or a guest reporting a problem. You acknowledge each one quickly, act on it, and close it with proof, normally within 2 hours.Approve or reject maintenance dispatches. A bot drafts which vendor to send and when. You check it against the facts and approve, edit or stop it.Keep Monday.com accurate as you go. Every task gets a clear Who, What and When. It is logged when it happens, not at the end of the day, and closed with evidence.Coordinate cleaners and vendors on WhatsApp and by phone, in English and Spanish, and confirm every fix with a photo.Talk with our guests. You reply to guest messages (Airbnb, Booking.com, Vrbo, email and text) and take guest calls when our AI assistant hands them to a person. Typical topics are check-in help, Wi-Fi or appliance questions, something broken or missing, and early check-in or late checkout requests.Solve guest problems end to end. You calm the guest, get the fix moving with the cleaner or vendor, update the guest until it's resolved, and log it. Refunds, discounts and safety issues are escalated in one line, with the facts.Question the bots. When an alert has the wrong date, the wrong home or stale information, catch it and tell us.Hand off cleanly at the end of every shift.What success looks likeBy day 30The backlog you inherit is cleared.You run your queue on your own, with flags acknowledged within minutes.By day 90100% of arrivals have a passed cleaning inspection, verified and logged at least 2 hours before each check-in.Bot flags are closed within 2 hours during your shift.Fewer than 10 open tasks at any time.No date or owner conflicts on the task board in the weekly audit.Nothing escalated to the owner that you could have resolved yourself.Who you areYou have 2–5 years in hospitality operations: housekeeping supervision or QC, hotel front office, or vacation rental guest and cleaning coordination.You write excellent English (C1 level). Your messages are short and exact, with dates and times nobody can misread.You speak Spanish, which is a strong plus because some of our cleaners and vendors work in Spanish.Detail comes first for you. You notice when a date, a unit number or a photo doesn't match.You follow through without being chased. If it isn't logged, it isn't done, and you don't need reminding.You are healthily skeptical of automation. You trust the bots enough to use them and check them enough to catch their mistakes.You are comfortable with Slack, Monday.com (or Asana or ClickUp), WhatsApp and Google Sheets. Experience with Guesty, Airbnb, Booking.com or RapidEye is a plus.You are warm and professional with guests. You write friendly, clear messages, sound calm on the phone, and can handle an upset guest without getting defensive. Guest-facing experience at a hotel front desk or with vacation rental guests is a big plus.You stay calm when three things go wrong at once, and you know which to fix first.Schedule8 hours of work a day, 5 days a week. Your shift is a 9-hour block with a 1-hour break.Your shift is one of two options, both in Pacific Time: 10 AM to 7 PM, or 12 PM (noon) to 9 PM.You work every Saturday and Sunday. Your 2 days off fall on weekdays.Requirements (firm and non-negotiable)Camera ON in Zoom for your entire 8-hour shift.Time Doctor (time tracking) running for your entire shift.This is your only job during work hours: no classes or degree program, no second job, no freelance clients and no side business (including your own rental listings). You'll confirm this in writing.Reliable internet with a backup, a computer, a webcam, a headset and a quiet place to work.The whole team works with camera on and Time Doctor. We judge your performance on the outcomes above, not on activity screenshots.Pay$1,000–1,500 USD per month, depending on experience. Please apply only if this range works for you.How we hireApply on Indeed and answer the screening questions (about 5 minutes).Two online assessments, back to back in one sitting (about 40 minutes):the Bijou Certification Sprint, a 30-minute timed multiple-choice quiz on how we run our homes (you'll get a study guide first)the Work Style Survey, a short questionnaire about how you like to work (about 10 minutes)Book your interview right away. If you meet the bar, a booking link appears at the end of the assessments. You must schedule your 30-minute Zoom interview with Erwan, the owner, before you close the page. In the interview, you'll look at a real inspection and a few real alerts with us.References. We speak with two recent managers.Every step happens before any offer.