Customer Service & Hospitality Operations Manager – Part‑Time Guest Experience Leader for arenaflex Rental Portfolio

About arenaflex

arenaflex is a fast‑growing leader in the furnished‑housing market, delivering premium short‑term and extended‑stay accommodations across major Midwestern cities. With a portfolio that now spans over 120 fully furnished units in downtown Milwaukee and a newly launched presence in Chicago, arenaflex blends hospitality excellence with cutting‑edge technology to create seamless, memorable stays for travelers, business professionals, and relocating families alike. Our mission is to redefine the way people experience temporary living by providing stylish, fully equipped homes, exceptional service, and a digital‑first approach that puts guests in control.

Why This Role Matters

As the Customer Service & Hospitality Operations Manager, you will be the voice of arenaflex for every guest who walks through a virtual door. Your ability to anticipate needs, resolve issues swiftly, and maintain the highest standards of hospitality will directly influence guest satisfaction scores, online reviews, and repeat bookings. This is a part‑time, remote‑first position that offers flexibility while delivering a high‑impact, growth‑oriented experience within a dynamic, technology‑driven environment.

Role Overview

We are seeking a motivated, detail‑oriented professional to join the arenaflex Hospitality team on a part‑time basis (approximately 20 hours per week). The schedule primarily covers evenings and weekends, with core hours from 3 PM – 10 PM CST, Monday through Wednesday, and additional flexibility as the business expands. You will manage guest communications, coordinate operational logistics, and act as the primary liaison between guests, property partners, vendors, and internal teams.

Key Responsibilities

• Guest Communication & Support
  • Serve as the first point of contact for arenaflex guests via messaging platforms, email, phone, and text.
  • Respond to inbound inquiries and outbound messages within a 5‑minute response window, ensuring a friendly and professional tone.
  • Conduct thorough guest screening to verify identity, safety, and compliance with arenaflex policies and property‑partner requirements.
  • Provide personalized booking suggestions, modify reservations, and handle cancellations or extensions with precision.
  • Resolve guest complaints, conduct root‑cause analysis, and negotiate win‑win solutions that protect brand reputation.
  • Coordinate troubleshooting for maintenance, lockouts, technology glitches, and any on‑site issues that arise during a stay.
• Operational Coordination
  • Schedule and monitor repairs, routine maintenance, and emergency services, collaborating with guests, arenaflex staff, property partners, and third‑party vendors.
  • Partner closely with the Field Team to orchestrate unit turnovers, cleaning schedules, and inventory restocking.
  • Maintain an up‑to‑date operations dashboard that tracks work orders, completion timelines, and guest satisfaction metrics.
• Property & Marketing Management
  • Act as the primary liaison for property‑partner communications, ensuring alignment on expectations, pricing, and performance.
  • Oversee listing creation and ongoing marketing on major travel platforms (rebranded as arenaflex), making data‑driven revisions to maximize occupancy.
  • Analyze guest reviews and rating trends to identify actionable insights and drive continuous improvement initiatives.
  • Manage arenaflex’s social‑media presence, crafting engaging content, responding to public inquiries, and supporting occasional PR activities.

Essential Qualifications

• College diploma or equivalent education.
• Minimum of 2 years proven experience in customer service, hospitality, or a closely related field.
• Demonstrated ability to pass a comprehensive background check.
• Strong references (2‑3) from past or current supervisors attesting to reliability and performance.
• Reliable high‑speed internet connection, a modern laptop capable of handling multiple browser tabs, and a smartphone that can download and run a suite of apps.
• Availability to work four days a week, including weekends and holidays, with a focus on evening and night shifts.

Preferred Qualifications

• Experience managing short‑term rental operations or working with property‑management software platforms.
• Familiarity with digital communication tools such as Slack, Zendesk, or similar ticketing systems.
• Prior exposure to data analysis tools (Excel, Google Sheets) for tracking performance metrics.
• Certification in hospitality management, conflict resolution, or customer experience design.

Core Skills & Competencies

• Communication Excellence: Clear, concise, and empathetic written and verbal communication.
• Technological Fluency: Comfortable navigating multiple web browsers, SaaS applications, and mobile apps simultaneously.
• Organizational Mastery: Ability to juggle competing priorities, maintain meticulous records, and meet tight deadlines.
• Problem‑Solving Acumen: Proactive approach to identifying issues, researching solutions, and implementing fixes.
• Team Collaboration: Works independently while also thriving in cross‑functional team environments.
• Positive Attitude: A genuine enthusiasm for hospitality and a commitment to delivering “wow” experiences.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a member of our Hospitality team, you will have access to:

• Regular training sessions on advanced customer‑service techniques, conflict resolution, and emerging hospitality technologies.
• Mentorship from senior operations leaders who can guide you toward future roles such as Operations Supervisor, Guest Experience Director, or Regional Hospitality Manager.
• Opportunities to lead special projects, such as launching new city markets or piloting AI‑driven guest support tools.
• Company‑wide webinars on industry trends, data analytics, and brand strategy, keeping you at the forefront of the short‑term rental sector.

Compensation & Benefits

We offer a competitive hourly rate starting at $20.00 per hour, commensurate with experience and performance. In addition to base pay, arenaflex provides:

• Flexible scheduling that accommodates personal commitments and work‑life balance.
• Remote‑first work environment—no commute, no office politics.
• Paid time off for holidays and personal days (pro‑rated for part‑time staff).
• Access to a professional development stipend for courses, certifications, or conferences.
• Employee assistance program (EAP) offering counseling, financial advice, and wellness resources.
• Recognition programs that celebrate outstanding guest‑service achievements.

Work Environment & Culture at arenaflex

arenaflex prides itself on a culture of transparency, inclusivity, and continuous improvement. Our remote teams stay connected through weekly virtual huddles, collaborative project boards, and informal “coffee chat” sessions. We celebrate diversity, encourage innovative thinking, and empower every employee to own their part of the guest journey. Whether you’re troubleshooting a lockout at 9 PM or crafting a social‑media post that showcases a new Chicago unit, you’ll feel supported by a network of peers who share a passion for hospitality excellence.

How to Apply

If you thrive in a fast‑paced, guest‑centric environment and are eager to make a tangible impact on arenaflex’s growth, we want to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and answers to the following application questions:

• Do you have a reliable smartphone that can download apps, and a laptop that can run dozens of browser tabs simultaneously?
• Do you have availability from 1 PM – 5 PM CST Wednesday through Sunday?

Ready to join a forward‑thinking hospitality brand? Click the link below to start your application journey.

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