General Manager, St. Augustine
St. Augustine, Florida
Portoro – Operations /
Full Time /
Hybrid
Who we are
Portoro is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations. Portoro curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. We are raising the bar for the $100+ billion growing STR industry.
What we are looking for
Portoro is seeking a qualified General Manager to play a crucial role in our business by supporting our homeowners in maximizing their rental income, ensuring their satisfaction with our services, and identifying areas and opportunities for expansion. The ideal candidate will have experience working in Customer Success or Operations with experience in hospitality and short term rentals, or real estate preferred. You will manage a book of business of local homeowners and their short term rental properties within the Austin market. Knowledge of local entertainment and hospitality a plus.
Candidates must be located near St. Augustine, FL and available for in-person meetings with homeowners on a regular basis.
What you'll do
- Act as a primary point of contact for homeowners, developing relationships and providing prompt and professional support via phone, email, and online messaging
- Help homeowners understand and optimize their rental performance including suggestions for revenue management and additional concierge services
- Work cross-functionally and coordinate with other team members to ensure that homeowners receive the best possible support and service
- Monitor homeowner sentiment, churn risk, and manage renewals for your book of business while utilizing playbooks, data, and analytics to drive homeowners towards their individual short term rental goals
- Onboard homeowners to our software platform and walk them through their monthly statements (commission, maintenance fees etc)
- Stay up-to-date on industry trends and best practices in short term rentals, and keep owners updates of trends that align with their individual interests
What you'll bring
- 3+ years of Customer Success experience, preferably in the short term rental or hospitality industry
- Excellent communication skills, both written and verbal
- Strong problem-solving and conflict resolution skills
- Proficiency with data analysis and the ability to use data to inform decision-making
- Familiarity with short term rental platforms such as Airbnb, VRBO etc
- Ability to work independently and prioritize tasks effectively
- Positive and proactive attitude, with a strong focus on relationship management
- Bachelor's degree or equivalent experience preferred
Perks and Benefits
Health, Dental, and Vision Benefits
Unlimited Paid Time Off
Regular company retreats and offsite meetings
Work-from-home flexibility Company stock options
