Property Operations manager

About the Role

Smarter Rent is a London-based property management company located in Richmond. We manage approximately 130 fully furnished properties (and growing) across Richmond and the surrounding areas, offering flexible stays ranging from short-term bookings (2 nights, via Airbnb/Booking.com) to long-term tenancies of up to 12 months.

We're a fast-growing business that's always looking to raise the bar — we're currently working towards Airbnb Superhost status, and we need someone who shares that drive for excellence in everything they do.

We are currently seeking a highly organised and client-focused Service Agent / Property Manager to join our team remotely from South Africa. This is a contractor role and not an employed position. Full training will be provided by our London team, and your working hours will align with UK time and evenings and weekends are required.

Key Responsibilities

• Communicate with guests via phone calls, email, and online booking portals (Airbnb, Booking.com, etc.)
• Respond to enquiries quickly and professionally to maintain high levels of guest satisfaction, always striving to deliver the best possible guest experience
• Handle guest complaints and provide fair, practical solutions in line with company standards
• Manage the daily cleaners' rota to ensure smooth property turnovers
• Troubleshoot and coordinate maintenance issues, instructing contractors where required
• Log maintenance issues on the CRM system and maintain accurate records
• Keep maintenance requests up to date and follow up where responses are delayed or missing
• Liaise with the team and contractors regarding ongoing issues and required works
• Arrange property access with guests for maintenance visits when needed
• Check for booking extensions and coordinate with the lettings team where required
• Help arrange and keep track of compliance requirements (e.g. certificates, inspections, and property records) to ensure properties remain fully compliant
• Ensure all guest details and operational updates are recorded accurately within the CRM system

Required Skills & Experience

• Previous experience in customer service (hospitality or property management experience preferred)
• Strong organisational skills with excellent attention to detail
• Confident communication skills (written and spoken English)
• Ability to remain professional and calm under pressure
• Strong problem-solving skills and the ability to handle complaints effectively
• Ability to set boundaries and push back appropriately on unreasonable guest requests
• Self-motivated, proactive, and always striving to go the extra mile to support the team and guests
• Reliable internet connection and a quiet home working environment suitable for calls

Job Details

• Job Type: Freelance / Contractor
• Working arrangement: Remote (South Africa-based)
• Hours: 37 hours per week, aligned with UK working hours
• Schedule: 6 days per week including weekends (rota-based)
• Salary: Basic salary with a bonus structure after successful completion of 6 months

Pay: R30 550,00 per month

Experience:

• Property : 2 years (Required)

Work Location: In person