What are the responsibilities and job description for the Airbnb Vacation Rental Manager position at ROAM MGMT?
Company Description
ROAM MGMT (Roam Management, LLC) is a full-service vacation rental property management company and Airbnb management company serving vacation home, cabin, and lake house owners nationwide, with deep operating roots across Michigan since 2013. ROAM-managed properties earn 1.7X more revenue than self-managed rentals and consistently rank as the highest revenue-generating short-term rentals in their zip codes. We use AI-driven SEO, AEO, and GEO, plus ROAM OS, our proprietary vacation rental management software integrating pricing, guest messaging, operations, and owner reporting, to outpace and outperform every listing in the market. Qualifying properties are backed by the ROAM $5,000 Revenue Performance Guarantee. We're growing fast, and we hire people who want to learn best-in-class short-term rental management from the inside.
Role Description
The Airbnb Co-Host & Guest Experience Coordinator is a full-time, hourly, on-site role based in Grand Rapids, MI. You are the voice of ROAM for every guest interaction, acting as the Airbnb co-host for our managed vacation rentals from booking confirmation through post-stay follow-up. You handle the communication that drives 5-star reviews, repeat bookings, and the guest satisfaction that powers our search ranking on Airbnb, Vrbo, and direct booking.
This is not a call-center job. You'll be the person guests remember, working alongside our revenue, operations, housekeeping, and maintenance teams on a portfolio of lake houses, cabins, and vacation homes across Michigan's top short-term rental markets, including Traverse City, South Haven, Saugatuck, Grand Haven, Ludington, Marquette, and the Lake Michigan shoreline.
Responsibilities
- Manage guest communication across all platforms: Airbnb, Vrbo, Booking.com, and direct bookings through Roam Stays
- Execute ROAM's 7-touchpoint messaging sequence for every reservation
- Respond to guest inquiries within 5 minutes daytime and 15 minutes overnight
- Communicate check-in details, property information, and house rules clearly
- Screen guests and reservations to protect owners' properties
- Handle special requests and conflict resolution with empathy, speed, and owner-aligned judgment
- Coordinate with housekeeping, maintenance, and operations teams on guest-reported issues
- Drive review collection and respond to published reviews
- Identify and execute mid-stay extension and upsell opportunities
- Monitor guest feedback and recommend process improvements
What a Typical Day Looks Like
Your morning starts with the overnight inbox and today's check-ins and check-outs. You confirm arrival details, answer pre-arrival questions, and flag anything housekeeping or maintenance needs to know before guests arrive. Midday is live guest support: a question about the hot tub, a late checkout request, a family asking for the best breakfast in town. Afternoons you review departures, request reviews, respond to published reviews, and spot extension opportunities for guests who don't want to leave.
Tools You'll Use
- OwnerRez (property management system)
- Airbnb, Vrbo, and Booking.com host tools
- ROAM OS, our proprietary vacation rental management platform
- Shared operations checklists and photo-verified turnover reports
Qualifications
- Exceptional written communication: clear, warm, and professional, with attention to tone and detail
- Experience in hospitality, customer service, short-term rentals, hotels, or property management
- Ability to manage multiple guest conversations at once while staying calm and solution-focused
- Comfort with technology platforms (OwnerRez, Airbnb, Vrbo, or similar reservation and property management systems)
- Strong organization and follow-through
- Availability for rotating evening, weekend, and holiday coverage
Nice to Have
- Airbnb co-host or Superhost experience
- Familiarity with dynamic pricing tools such as PriceLabs or Wheelhouse
- Knowledge of Michigan travel destinations and seasonal events
What You'll Learn
You'll learn how a top-performing Airbnb management company actually operates: guest communication standards, review strategy, guest screening, and how guest experience drives revenue and search ranking. Strong performers can grow into revenue management, operations, or market leadership roles as ROAM expands.
Frequently Asked Questions
What does an Airbnb co-host do?
An Airbnb co-host manages a vacation rental on the owner's behalf: guest messaging, check-in details, reviews, issue resolution, and coordination with cleaning and maintenance. At ROAM, you do this across a portfolio of professionally managed properties with the support of a full team.
Do I need Airbnb experience?
No. Hospitality or customer service experience matters most. We train every team member on ROAM's guest experience system and tools.
Is this role remote?
This is an on-site role based in Grand Rapids, MI, with rotating evening and weekend coverage.
How do I apply?
Apply on LinkedIn or at roammgmt.com/careers/guest-experience-coordinator/
Roam Management, LLC is an equal opportunity employer.