岗位介绍 / About the Role
我们正在部招聘一名短租运营专员，工作地点位于爱丁堡。该岗位主要负责支持短租业务的日常运营，涵盖平台运营、客户沟通、订单支持、房源检查、入住协调、清洁与物资管理等多个环节。我们希望候选人具备较强的执行力、沟通协调能力及运营意识，能够在快节奏环境中高效处理多项事务，并持续优化房源表现与客户体验。
We are currently hiring a Short-let Operations Specialist for our Overseas Business Department, based in Edinburgh. This role is responsible for supporting the day-to-day operations of our short-let business, including platform operations, customer communication, booking support, property inspections, check-in coordination, cleaning arrangements, and inventory management. The ideal candidate will be highly organised, commercially aware, and able to work efficiently in a fast-paced environment while continuously improving listing performance and guest experience.
岗位职责 / Key Responsibilities
* 协助开展平台运营工作，包括房源上架、市场调研、价格管理、内容优化及营销活动策划与执行。持续关注市场动态、竞品表现及平台规则变化，结合房源定位、季节性需求及经营目标，对房源标题、描述、图片展示、定价策略及促销方案提出优化建议并推动落地，以提升房源曝光度、点击率、转化率及整体运营表现。
* 协助处理客户咨询、订单支持及售后问题，持续优化客户体验并促进订单转化。及时响应客户在预订前、入住前、入住期间及退房后的各类咨询与问题，协调内部团队及外部合作方推动问题解决，提升服务效率与客户满意度；同时通过复盘常见问题、优化沟通流程与服务细节，支持提升客户留存、评价表现及订单转化效果。
* 确保订单、房源及运营相关信息记录准确完整，发现问题后及时汇报并与相关方沟通跟进，保障日常运营流程顺畅、高效执行。
* 按照工作安排前往指定房源执行拍摄任务，记录房屋室内外整体情况及细节状态；根据业务需要，能够配合出差。
* 检查并核对房屋内家具、电器及各类设施设备的数量、摆放情况及完好程度，发现异常及时反馈，并协助推进后续处理。
* 协助客人完成入住流程，能够通过远程或现场支持完成 check-in，并及时处理入住过程中出现的问题，保障入住体验顺畅。
* 对接第三方团队，协调清洁和维修时间、进出安排及钥匙交接，确保房源按时完成清洁及周转，满足后续入住需求。
* 协助进行物资管理，包括出入库登记、补货、整理盘点及日常运营物资管理，确保房源运营物资配置充足、有序。
* 配合同事或搬家公司完成小件家具、生活用品及其他运营物资的搬运、配送与摆放，支持房源日常运营及上线准备工作。
* Support platform operations, including listing setup, market research, pricing management, content optimisation, and the planning and execution of promotional campaigns. Monitor market trends, competitor performance, and platform policy updates, and provide actionable recommendations on listing titles, descriptions, visual presentation, pricing strategies, and promotional initiatives based on property positioning, seasonal demand, and business objectives, in order to improve listing visibility, click-through rates, conversion rates, and overall operational performance.
* Assist with customer enquiries, booking support, and post-booking issue resolution, with a focus on continuously improving the guest experience and driving booking conversion. Respond promptly to enquiries and issues arising before booking, before arrival, during the stay, and after check-out, while coordinating with internal teams and external partners to ensure effective resolution. Also support the review of recurring issues, communication workflows, and service processes to improve operational efficiency, customer satisfaction, guest retention, review performance, and conversion outcomes.
* Ensure booking, property, and operational information is recorded accurately and completely, and report, communicate, and follow up on issues in a timely manner to support smooth and efficient daily operations.
* Visit designated properties to carry out photography assignments, documenting both the overall condition and detailed status of interiors and exteriors; business travel may be required depending on operational needs.
* Inspect and verify the quantity, placement, and condition of furniture, appliances, and other in-property facilities, promptly report any issues identified, and assist in following up on their resolution.
* Assist guests with the check-in process through either remote or on-site support, ensuring a smooth arrival experience and resolving any issues that arise during check-in.
* Coordinate with third-party teams regarding scheduling, access arrangements, and key handovers to ensure efficient property turnover and readiness for upcoming stays.
* Support inventory management, including stock-in and stock-out records, restocking, organisation, stock checks, and the management of operational supplies, ensuring properties remain properly prepared for daily operations.
* Assist colleagues or moving teams with the transportation, delivery, and placement of small furniture, household items, and other operational materials to support property setup and day-to-day operations.
任职要求 / Requirements
* 本科及以上学历。
* 工作认真细致，责任心强，具备良好的观察力、执行力及书面表达能力。
* 能熟练使用手机或相机完成房源拍摄，并具备基础图片整理能力。
* 具备良好的英文阅读、写作及口语沟通能力，能够使用英语与客户、平台客服、供应商及合作方进行邮件、电话及即时沟通。
* 熟练使用 Microsoft Office 办公软件，尤其是 Excel、Word 和 Outlook，能够高效完成日常运营记录、数据整理、文档处理及沟通协调工作。
* 具备良好的沟通协调能力和团队合作意识，能够在快节奏环境下高效处理多项任务。
* 能根据业务需要接受外出支持、跨区域协作或短期出差。
* 有短租运营、酒店运营、物业管理、客户服务或相关行业经验者优先。
* Bachelor’s degree or above.
* Detail-oriented, responsible, and highly organised, with strong observational skills, execution ability, and written communication skills.
* Proficient in using a mobile phone or camera for property photography, with basic image organisation and editing skills.
* Good English reading, writing, and spoken communication skills, with the ability to communicate effectively with guests, platform support teams, suppliers, and business partners via email, phone, and instant messaging.
* Proficient in Microsoft Office, particularly Excel, Word, and Outlook, with the ability to handle daily operational records, reporting, document preparation, and communication efficiently.
* Strong communication and coordination skills, with the ability to manage multiple tasks and work collaboratively in a fast-paced environment.
* Able to travel and provide cross-location support when required by business needs.
* Previous experience in short-let operations, hospitality, property management, customer service, or a related field is preferred.
优先考虑条件 / Preferred Skills
* 熟悉短租业务或 Airbnb 类平台运营模式。
* 具备较强的问题解决能力和应变能力。
* 对运营细节有较高敏感度，能够灵活应对突发情况。
* Familiarity with short-let operations or Airbnb-style business models.
* Strong problem-solving skills and the ability to adapt quickly to operational changes.
* High attention to detail and the flexibility to respond to urgent issues effective.