Area Operations Manager

Company Overview

Southern Sands Property Management Group is a fast-growing short-term rental company managing 150+ homes across Galveston and Crystal Beach. Known for delivering exceptional experiences, we maintain a 4.9+ guest rating backed by thousands of five-star reviews.

We combine local expertise, strong systems, and a hospitality-first approach to create seamless stays for guests while maximizing performance for homeowners. As we continue to grow, we’re focused on building a high-performing team that takes pride in quality, accountability, and delivering results.

This is an opportunity to join a company where growth is real, standards are high, and your work makes a direct impact.

Position Summary

The Area Operations Manager is responsible for overseeing all day-to-day operations for our Galveston portfolio.

This position serves as the primary support and escalation point for our Virtual Assistant Guest Services Team, who manage guest communications around the clock. While VAs handle most guest interactions, they rely heavily on the Area Operations Manager to make decisions, solve problems, answer operational questions, and provide direction throughout the day.

You will coordinate and lead communication between guest services, maintenance, inspectors, cleaners, vendors, and homeowners to ensure smooth operations and exceptional guest experiences.

While much of our guest communication is handled by our Virtual Assistant team, the Area Operations Manager must be comfortable stepping in when situations require a personal touch. This includes taking phone calls from guests, returning calls promptly, de-escalating concerns, resolving complaints, and providing reassurance during challenging situations. The ideal candidate genuinely enjoys helping people and understands that exceptional guest experiences often come from direct human interaction during critical moments.

This role is ideal for a strong leader who thrives in a fast-paced environment, enjoys solving problems, takes ownership of outcomes, and is willing to do whatever it takes to ensure guests and homeowners have an exceptional experience.

Responsibilities

Operations Leadership

• Oversee all daily operations across the Galveston market.
• Ensure every property is guest-ready and operating at company standards.
• Monitor operational performance and identify areas for improvement.
• Create and improve systems, procedures, and workflows.
• Drive accountability across all operational departments.
• Serve as the operational leader for the Galveston market.
• Make decisions quickly and confidently to keep operations running smoothly.

Virtual Assistant Team Leadership

• Act as the primary escalation point for all Virtual Assistant team members.
• Provide guidance and support when VAs encounter situations requiring judgment or decision-making.
• Assist with guest issues, complaints, service recovery, and operational challenges.
• Train and coach VAs on company procedures and best practices.
• Review recurring escalations and implement solutions to reduce future issues.
• Ensure response-time standards and guest communication standards are maintained.
• Be available throughout the day to answer questions and support the team.

Guest Experience Management

• Ensure guests receive exceptional service from booking through checkout.
• Personally contact guests when escalated situations require direct intervention.
• Handle phone calls with guests regarding concerns, complaints, maintenance issues, and service recovery situations.
• Return guest calls promptly and professionally.
• De-escalate challenging guest interactions with empathy and confidence.
• Make decisions regarding refunds, compensation, relocation, and service recovery.
• Monitor guest feedback and review trends.
• Identify opportunities to improve the overall guest experience.
• Serve as the final point of escalation for significant guest concerns.

Maintenance Coordination

• Oversee maintenance requests and vendor performance.
• Prioritize repairs and operational issues.
• Coordinate emergency maintenance situations.
• Ensure work is completed accurately and on schedule.
• Identify recurring property issues and recommend long-term solutions.
• Work closely with maintenance personnel and outside vendors.

Housekeeping & Inspection Oversight

• Work directly with inspectors and cleaning teams to maintain quality standards.
• Ensure homes are properly inspected and guest-ready.
• Address quality-control concerns quickly and effectively.
• Review inspection reports and ensure deficiencies are corrected.
• Maintain consistent standards across the entire portfolio.
• Coordinate with cleaners and inspectors to resolve issues before guest arrival.

Team & Vendor Management

• Coordinate communication between:
  • Virtual Assistants
  • Inspectors
  • Cleaning Teams
  • Maintenance Vendors
  • Homeowner Liaison Team
  • Revenue Management Team
• Ensure all departments are aligned and operating efficiently.
• Hold vendors and team members accountable for performance expectations.
• Foster a culture of ownership, accountability, and continuous improvement.

Emergency & Problem Resolution

• Manage and resolve operational emergencies including:
  • HVAC failures
  • Plumbing issues
  • Power outages
  • Internet disruptions
  • Guest lockouts
  • Property damage incidents
  • Weather-related emergencies
• Make fast, informed decisions that protect guest satisfaction and homeowner assets.
• Take ownership of issues until they are fully resolved.

What Success Looks Like

Within your first 90 days:

• Become the primary operational leader for Galveston.
• Build strong working relationships with VAs, inspectors, cleaners, vendors, and homeowners.
• Reduce operational bottlenecks and unresolved issues.
• Improve communication and accountability across departments.
• Increase guest satisfaction and operational efficiency.
• Create systems that support future company growth.
• Become the trusted person team members turn to when they need answers or guidance.

Required Qualifications

• 2+ years of operations in the vacation rental management industry.
• Proven experience managing teams and coordinating multiple departments.
• Strong problem-solving and decision-making abilities.
• Excellent communication and leadership skills.
• Ability to remain calm and effective under pressure.
• Highly organized with strong attention to detail.
• Comfortable using technology and learning new systems quickly.
• Comfortable speaking with guests by phone throughout the day.
• Strong conflict resolution and de-escalation skills.
• Excellent verbal communication skills and professional phone presence.
• Ability to remain calm, empathetic, and solution-oriented when dealing with upset guests.
• Willingness to personally own guest issues until resolution rather than simply delegating them.

Preferred Qualifications

• Vacation rental management experience.
• Experience with Streamline, OwnerRez, Breezeway, Guesty, Hostaway, or similar platforms.
• Familiarity with Galveston Island and vacation rental operations.

Compensation

Annual Salary: $55,000 - $70,000

Bonus

Yearly bonus based on review metrics, team leadership, and responsiveness. 0 - 20% of base salary