Experience and Portfolio Manager

Company Description

Your Key Rental Management manages short-term rentals with a guest-first approach without sacrificing profitability or owner trust. We operate with discipline, strong systems, and clear accountability across teams.

Role Description

The Experience & Portfolio Manager owns guest experience outcomes and portfolio performance for assigned properties while maintaining strict financial discipline.

This role leads the entire Short-Term Rental (STR) function, overseeing guest messaging, issue resolution, bookings, claims, reviews, concessions, and vendor coordination. You are responsible for ensuring issues are solved operationally and permanently.

You will manage people, priorities, and decisions — and be measured on outcomes.

Reporting & Team Oversight

• Reports to: CEO / COO

Direct oversight of:

• STR Team (guest messaging, bookings, issue coordination, pricing, claims support)

Works closely with:

• Portfolio Managers
• GRA Manager & Field Teams
• Laundry & Facility Manager
• Vendors and contractors impacting assigned portfolios

Key Responsibilities

Guest Experience & STR Department Leadership

• Own guest experience quality across assigned portfolios
• Oversee STR team performance, messaging quality, response standards and follow-through
• Ensure guest issues are resolved through action, prevention, and coordination
• Coach and hold the STR team accountable to standards and decision frameworks

Financial Discipline & Concessions

• Protect profitability while improving guest satisfaction
• Enforce discount & refund decision framework
• Ensure all billable services are documented and billed correctly

Portfolio Health & Owner Guidance

• Provide professional, cost-aware recommendations to owners
• Identify recurring issues affecting guest satisfaction or margins
• Ensure corrective actions are scheduled, tracked, and completed
• Protect owner trust through transparency, follow-through, and results

Claims, Reviews & Escalations

• Ensure claims are documented, pursued, and resolved correctly
• Ensure review responses align with brand standards and do not trade compensation for ratings
• Handle escalations decisively and with strong judgment

Vendors & Cross-Team Coordination

• Coordinate vendors impacting guest experience within assigned portfolios
• Escalate vendor performance issues and recommend changes when required
• Partner cross-functionally to reduce repeat issues and inefficiencies

What Success Looks Like

• Guest satisfaction improves without increasing concessions
• No preventable billing gaps or missed cost recovery
• STR team performance improves through coaching and standards
• Owners feel supported, informed, and confident
• Issues decline because root causes are addressed

Not a Fit If

• You default to discounts or refunds instead of solving problems
• You avoid documentation, escalation, or accountability
• You’re uncomfortable being measured on results and financial accuracy

Career Progression & Growth

This role is a core leadership position within Your Key and plays a key role in building long-term operational strength.

As the company grows, high-performing Experience & Portfolio Managers may progress into Senior Portfolio or Operations leadership roles, taking on broader portfolio ownership, greater financial authority, and cross-department oversight.

Qualifications

Required Experience

• 4–6+ years in hospitality, STR, hotel, or portfolio-based operations
• Experience handling guest escalations and service recovery decisions
• Strong organization, documentation, and systems discipline
• Comfort managing people, priorities, and outcomes

Preferred

• STR operations experience (PMS, channel messaging, claims)
• Vendor or contractor coordination experience
• Exposure to pricing, revenue optimization, or portfolio metrics