Location: Nashville, TN

Employment Type: Full-Time

Reports To: CEO / General Manager

At Humming Host, we manage a growing portfolio of thoughtfully designed short-term rental properties across Tennessee and beyond. We’re not just focused on beautiful spaces — we’re obsessed with delivering seamless operations, warm hospitality, and high standards at scale.

Our mission is to elevate the travel experience through innovation, education, and collaboration — all while minimizing our environmental footprint and aspiring to be the “Four Seasons of Short-Term Rentals”.

We have structured and documented systems that support a culture of efficiency, proactiveness, and hospitality. We respect deadlines, follow up on critical tasks, and focus on high-impact work that protects revenue and enhances the guest experience.

We’re looking for an experienced Operations Manager to lead our Operations and Guest Services functions, build scalable systems, coach teams, and drive high standards across all properties. This is a hands-on leadership role—you’ll solve problems in real time, optimize tools and workflows, and serve as a strategic partner to the CEO.

You’ll ensure that guests receive five-star experiences, properties remain pristine and guest-ready, and our operations stay lean, efficient, and proactive. You are both a planner and a doer — someone who can see around corners, lead with empathy, and maintain excellence at scale.

• Own the day-to-day operational flow: turnovers, maintenance, inventory control, and quality checks.
• Ensure properties are consistently guest-ready with a focus on speed, quality, and precision.
• Conduct spot checks, property audits, and oversee proactive maintenance plans.
• Maintain and continuously improve SOPs, checklists, and workflows across departments.
• Regularly audit listings for accuracy (e.g., amenities, codes, pool hours) and ensure updates are reflected in all guest-facing content.

• Lead and manage both the Guest Services and Field Operations teams (cleaners, runners, inspectors).
• Provide coaching, feedback, performance reviews, and support hiring needs.
• Manage vendor relationships (cleaning, laundry, landscaping, maintenance, etc.) including contracts, pricing, performance standards, and quarterly check-ins.
• Facilitate weekly team meetings and serve as primary point of contact for operational and guest service escalations.

• Ensure timely and empathetic responses to escalated guest issues, reviews, and complaints.
• Monitor Airbnb and other platform ratings, aiming to maintain a minimum of 4.9 stars year-round.
• Bring a hospitality lens to operations—infusing care, comfort, and human touch into every step of the guest journey.
• Lead listing performance reviews and contribute to guest experience improvements.

• Champion and optimize operational tools like Breezeway Hostaway, Slack, and Google Sheets.
• Analyze workflows for bottlenecks or inefficiencies and implement smarter solutions.
• Enforce documentation culture — ensuring the team adheres to SOPs and contributes to process clarity.

• Maintain a bird’s-eye view across both departments, ensuring inter-team collaboration and shared accountability.
• Track and report on key KPIs, especially those impacting NOI, guest satisfaction, and operational costs.
• Minimize unnecessary expenses while preserving service quality; oversee safeguards to prevent payment issues and fraud.
• Ensure operational decisions align with budget goals and strategic vision.
  

• Be available on weekends and outside of business hours to respond to urgent operational matters.
• Maintain strong connections with the properties — knowing them inside and out and showing up when needed.
  

• 5+ years in operations, property management, hotel front office, or logistics.
• Proven leader of teams, vendors, and cross-functional initiatives.
• Deeply process-driven — loves structure, documentation, and optimization.
• Hospitality-obsessed — always looking to enhance the guest journey.
• Strategic thinker with strong attention to detail and the ability to execute.
• A calm, confident presence under pressure; level-headed in crisis moments.
• Excellent communicator, motivator, and team builder.
• Financially savvy — understands margins, budgets, and cost containment.

• Competitive salary commensurate with experience, plus performance-based bonus potential.
• PTO and flexible scheduling.
• Opportunity for growth within a dynamic and fast-scaling hospitality company.
  

• We move fast but stay grounded.
• We don’t tolerate breaches of The Golden Rules.
• We believe professionalism extends to how we dress, speak, and support each other.
• We slow down when needed to do things the right way — and speed up once they’re set.
• We are protective of our brand, our people, and our revenue.
• We always ask: “How can we make this better?”