Head of Operations| Short-Term Rental Operations Leader | Social Media and Quality Manager | Executive Operations Partner

I help short-term rental businesses scale through reliable operations, accountable teams, stronger property readiness, and clear performance visibility.

I can be engaged as an individual Head of Operations and Quality leader or, when broader coverage is required, as the accountable lead of a dedicated Philippines-based team of Short-Term Rental Virtual Assistants. This scalable model supports guest communication, reservations, listing management, vendor coordination, property operations, documentation, inventory, reviews, research, and administrative support. I remain directly responsible for strategy, quality assurance, training, escalations, performance management, process improvement, and leadership reporting.

I bring more than 12 years of experience across operations, quality assurance, hospitality, customer experience, social media advertising, paid media, sales, mergers and acquisitions, financial services, and cross-functional leadership. Since 2020, I have managed remote short-term rental operations for portfolios ranging from 3 to 57 properties, including Head of Operations responsibility for approximately 30 properties across multiple US markets. My background also includes global sales-quality leadership supporting multi-channel social media advertising programs, advertiser acquisition and retention, revenue performance, conversion analysis, campaign quality, and customer experience.

My experience covers the full guest and property lifecycle across Airbnb, Vrbo, -----------, direct-booking channels, and property management systems. I have led guest communication, reservation management, reviews, claims, disputes, refunds, service recovery, urgent property situations, maintenance dispatch, vendor management, owner communication, listing optimization, onboarding, offboarding, property documentation, and operational reporting.

A major part of my work is building the operational backbone behind the portfolio. I develop SOP libraries, policies, property cards, operational playbooks, escalation frameworks, quality scorecards, action registries, task-management systems, KPI dashboards, Notion workspaces, documentation standards, knowledge bases, and audit-ready management trails. I design processes so responsibilities are clear, exceptions are visible, completion can be verified, and leadership does not need to rely on memory or constant manual follow-up.

One of the systems I am currently developing is an Operations Care Registry and recurring Operations Care Loop designed to manage preventive issues and recurring responsibilities outside the reservation lifecycle. The system is structured around recurring task logic, completion tracking, evidence capture, exception management, maintenance escalation, documentation hygiene, and management-review trails.

I am also developing the workflow so it can progressively integrate with AI-assisted operations and automation, allowing recurring requirements to be monitored systematically, completion evidence to be captured, overdue or missing actions to be surfaced, exceptions to be routed, and leadership visibility to improve without creating unnecessary manual administration.
This reflects how I approach technology overall: I first build the operating logic and quality controls, then determine where AI agents, agentic workflows, automation, integrations, and human-in-the-loop review can make the process faster, more reliable, and easier to audit.

I also bring a strong quality-management background. I previously supervised Airbnb case managers handling complex host and guest situations and later led global sales-quality operations supporting large-scale Meta (Facebook and Instagram) advertising programs. That experience strengthened my expertise in quality auditing, KPI and SLA management, coaching, root-cause analysis, corrective action, compliance, performance evaluation, campaign quality, conversion analysis, revenue-leakage analysis, advertiser experience, and leadership reporting.

My social media and paid advertising experience also gave me a strong commercial perspective. I have worked with advertiser acquisition, retention, campaign execution, paid media operations, sales performance, customer experience, conversion metrics, campaign quality, and revenue performance, while partnering with Sales Operations, account management, and senior leadership to identify performance gaps and improve business outcomes.

Earlier in my career, I worked in mergers and acquisitions and financial services, where I gained experience in financial and operational due diligence, valuation analysis, EBITDA and working-capital review, transaction risk assessment, financial-data validation, credit evaluation, compliance, and internal controls. That background remains highly relevant to how I operate today. It strengthened my ability to assess the financial implications of operational decisions, examine risk before committing resources, evaluate cost versus business value, question weak assumptions, and connect operational performance with revenue protection, scalability, and return on investment.

I approach STR operations commercially, not only administratively. I look at how communication quality, cleanliness, property condition, listing visibility, merchandising, reviews, value perception, response time, occupancy, conversion, operational discipline, marketing performance, staffing costs, technology investment, and operational risk influence guest experience and financial performance.

This allows me to determine whether an issue is primarily a people problem, process failure, technology gap, documentation weakness, quality-control issue, positioning problem, financial risk, or commercial opportunity before recommending a solution.

To keep that operating approach aligned with current technology, I invested in a paid professional bootcamp focused on agentic workflows, AI agents, automation, and connected operational systems. The purpose was not simply to learn AI tools, but to understand how agentic and automated workflows can be responsibly applied to real business processes.

I now have practical working knowledge of how to evaluate repetitive workflows, identify automation opportunities, connect systems and data sources, build human-in-the-loop quality controls, structure exception workflows, and use AI-assisted systems to improve documentation, knowledge management, monitoring, task routing, operational visibility, and process consistency.

This complements my quality-management background because I do not view automation as a replacement for control. I use technology to make strong processes faster, more consistent, measurable, and easier to audit while preserving human judgment where guest experience, financial impact, property risk, or operational exceptions require it.

My Core Expertise
Head of Operations | Short-Term Rental Operations | Vacation Rental Management | Property Management Operations | Portfolio Management | Quality Assurance | Quality Management | Guest Experience | Customer Experience | Reservation Management | Vendor Management | Maintenance Coordination | Property Care Management | Team Leadership | Remote Workforce Management | KPI Management | SLA Management | Performance Management | Root-Cause Analysis | Process Improvement | SOP Development | Operational Excellence | Operations Strategy | Workflow Design | Business Process Automation | AI-Enabled Operations | Agentic Workflows | Revenue Operations | Commercial Operations | Financial Analysis | Mergers & Acquisitions | Due Diligence | Risk Assessment | Business Valuation | Financial Controls | Sales Quality | Social Media Advertising | Paid Media | Campaign Management | Meta Ads | Facebook Advertising | Instagram Advertising | Advertiser Support | Conversion Analysis | Campaign Quality Assurance | Digital Advertising Operations

Systems & Tools
Short-Term Rental & Property Management:Hostaway | Hostfully | OwnerRez | Hospitable | Turno | Airbnb | Vrbo | -----------
Operations, Collaboration & Productivity:Notion | Slack | Google Workspace | Microsoft 365 | Asana | ----------- | Canva

Automation, AI & Workflow Systems:
Zapier | GoHighLevel (GHL) | ChatGPT | Claude | Abacus LM | AI Agents | Agentic Workflows | AI-Enabled Workflow Automation | Knowledge Management Systems

CRM, Sales & Lead Generation:
Salesforce | HubSpot | ----------- | LinkedIn Sales Navigator | GoHighLevel

Social Media, Advertising & Digital Marketing:
Meta Business Suite | Meta Ads Manager | Facebook Ads | Instagram Ads | Google Ads | Google Tag Manager | Paid Media Operations | Campaign Management Tools | Social Media Management

Tools Analytics, Financial Analysis & Reporting:
Tableau | Power BI | Microsoft Excel | Google Sheets | KPI Dashboards | Performance Reporting | Data Analytics Platforms | Financial Analysis | Business Valuation | Due Diligence

What I bring is a combination of Head of Operations ownership, quality governance, STR portfolio management, commercial and financial judgment, social media and paid advertising experience, process improvement, documentation discipline, remote team leadership, AI-enabled workflow design, and automation capability.

I can step into an existing operation and strengthen it, or help build the infrastructure required for a growing portfolio to operate with greater consistency, visibility, accountability, quality, automation, financial discipline, and control.