Open to opportunities

Angel Virtual Shortlet Mananger

@angel

Remote guest experience and operations specialist delivering 5-star stays through fast support, crisis recovery, and property management.

United States

Message

What I'm looking for

I’m looking for a remote guest experience/operations role where I can run high-volume check-ins, protect property ratings, and resolve escalations quickly through proactive service recovery and cross-platform coordination.

I’m a Guest Experience & Operations Specialist with 4+ years of high-volume customer service and short-term rental expertise across U.S. markets. I manage guest check-ins and stays end-to-end while keeping response times fast and satisfaction consistently high.

In my current role supporting a 25+ property portfolio, I handle 250+ monthly check-ins and maintain a 3.5-minute average response time through Hospitable’s unified inbox. I also manage 100+ monthly escalations with a 90%+ positive resolution rate, using proactive service recovery and hospitality-driven communication to convert potential negative reviews into 5-star outcomes.

Previously, I improved guest satisfaction from 4.4 to 4.85 stars and virtually eliminated costly double-bookings by implementing rigorous calendar synchronization across OTA platforms. I’m confident coordinating cleaning turnovers, urgent maintenance, and cross-team support—using tools like Turno, Airtable, Slack, and multi-channel messaging—so every stay feels seamless and protected.

Experience

Work history, roles, and key accomplishments

Current

Remote Property Manager

Current

Roam Properties

Feb 2026 - Present (5 months)

Managed 250+ monthly guest check-ins across a 25+ property portfolio, maintaining a 4.96-star portfolio rating and a 3.5-minute average response time via Hospitable’s unified inbox. Handled 100+ monthly escalations with 90%+ positive resolution and coordinated crisis response (e.g., lockouts, urgent maintenance) using Turno, Airtable, and Slack.

Customer Support Property Management Crisis Management Service Recovery Complaint Resolution Reputation Management Airbnb VRBO Airtable Slack Emergency Response Email In App WhatsApp Calendar Management

Virtual Executive Assistant

Freelance Contract

Apr 2025 - Dec 2025 (8 months)

Provided executive support remotely, including scheduling, travel coordination, and project assistance for a senior IBM professional across multiple time zones.

Executive Support Scheduling Travel Coordination

Guest Experience Specialist

Davinci Apartments

Sep 2024 - Apr 2025 (7 months)

Managed 80+ monthly guest check-ins across a 17+ property short-term rental portfolio on Airbnb, Booking.com, and Vrbo, improving guest satisfaction from 4.4 to 4.85 stars (10.2%). Maintained sub-5-minute response times, resolved 20+ escalated complaints monthly with a 92% positive outcome rate, and achieved 99%+ booking accuracy via calendar synchronization in Hospitable.

GUEST OPERATIONS Customer Support Crisis Management Service Recovery Complaint Resolution Reputation Management Check In Automation Airbnb Booking.Com VRBO Lodgify Unified Inbox Communication performance reporting

Customer Service Associate

Food Concepts Plc

Jun 2020 - Jul 2023 (3 years 1 month)

Managed 100+ daily customer inquiries across phone, email, chat, and in-person channels for a multi-location restaurant and food delivery operation, maintaining a 95% timely response rate. Improved repeat engagement by 15%, reduced service delays by 20%, and increased first-contact resolution through empathetic service recovery and thorough follow-through on complex cases.