Position Title: Assistant Property Manager

Departments: Operations – Portfolio 1 & 2

Work Schedules:

● Shift A: 8:00 a.m. – 5:00 p.m.

● Shift B: 10:00 a.m. – 7:00 p.m. + On-Call Coverage

● Budget: USD 900-1100 per month

Role Summary

The Assistant Property Manager plays a critical role in ensuring the operational excellence of Dwell Escape’s managed properties. This position is responsible for maintaining communication standards, guaranteeing property readiness, supporting housekeeping and maintenance coordination, and preserving a seamless guest experience.

Each shift has a defined operational rhythm, where Shift A ensures an impeccable morning launch and Shift B guarantees continuity, administrative accuracy, and portfolio stability throughout the afternoon and evening.

The role directly impacts guest satisfaction, owner confidence, and the overall daily performance of the portfolio.

SHIFT A – Assistant Property Manager

Schedule: 8:00 a.m. – 5:00 p.m.

Purpose of the Role

To secure a flawless operational start each morning. Shift A sets the pace for the entire day by responding to critical messaging, coordinating housekeepers, conducting audits, and ensuring all units are prepared for check-ins with no delays.

Primary Responsibilities

1. Conduct a full messaging sweep across RingCentral and Hostify between 8:00 a.m. and 9:00 a.m.

2. Confirm cleanings and assign housekeepers from 9:00 a.m. to 9:30 a.m.

3. Manage the Master Sheet, including deposit creation and payment reminders from 9:30 a.m. to 10:30 a.m.

4. Review all checklists and identify any negative reports from 10:30 a.m. to 11:30 a.m.

5. Respond to any outstanding owner messages.

6. Monitor cleanings throughout the day, applying operational pressure and ensuring quality control.

7. Ensure code changes are executed and units reach “Check-in Ready” status.

8. Deliver all check-ins at 4:00 p.m.

9. Close the shift by logging all updates and incidents in the Airtable Operations Log.

Key Performance Indicator (KPI)

● Guest satisfaction measured through operational videos, same-day evaluations, and check-in readiness performance.

SHIFT B – Assistant Property Manager

Schedule: 10:00 a.m. – 7:00 p.m.

On-Call Coverage: Until midnight (emergencies only)

Purpose of the Role

To ensure operational continuity throughout the afternoon, manage critical administrative tasks (deposits, waivers, Airbnb cases), audit listings, and close the portfolio in optimal condition by the end of the day.

Primary Responsibilities

1. Respond to messaging from 10:00 a.m. to 12:00 p.m.

2. Review the maintenance report list and coordinate execution with the Manager from 12:00 p.m. to end of shift.

3. Provide ongoing responses to guests and property owners

4. Open, manage, and close Airbnb cases, AirCover claims, and deposit disputes.

5. Perform daily SEO and Listing Ranking audits across the portfolio (photos, titles, descriptions, rates).

6. Coordinate with Backoffice for listing reactivation when required.

7. Conduct a second review of deposits and waivers at 3:00 p.m.

8. Confirm “Check-in Ready” status at 3:40 p.m.

9. Provide direct support to the Manager between 4:00 p.m. and 6:00 p.m., including maintenance follow-ups, onboardings, and offboardings.

10. Review and respond to guest reviews.

11. Perform on-call emergency support until midnight (emergencies only).

Key Performance Indicator (KPI)

● Guest satisfaction and efficient management of deposits, claims, and overall portfolio health.

Technical & Operational Skills

● Strong command of property management systems (Hostify, RingCentral, Airbnb, VRBO).

● Understanding of housekeeping workflows and quality control standards.

● Ability to interpret checklists, audit documentation, and detect operational failures.

● Familiarity with Airbnb case management and deposit dispute processes.

● Basic SEO, listing optimization, and ranking analysis.

Soft Skills

● Excellent written and verbal communication.

● High attention to detail and task organization.

● Ownership mentality and proactive problem-solving.

● Ability to work under pressure and manage emergencies calmly.

● Strong alignment with hospitality and guest-experience standards.

Reporting Line

● Reports to: Portfolio Manager

● Works closely with: Operations Team, Housekeeping, Maintenance, Backoffice, and Guest Experience Team.

Overall Objective of the Position

To deliver a world-class guest experience through operational precision, timely execution, accountable communication, and consistent portfolio supervision. The Assistant Property Manager ensures that every guest arrival, every cleaning, every owner interaction, and every listing detail is managed with excellence.