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.
* 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.
* 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.
* 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.
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