Director of Vacation Rentals

Description:

Rumbling Bald on Lake Lure is seeking an experienced and strategic leader to serve as Director of Vacation Rentals, overseeing a dynamic portfolio of privately owned residences offered for short-term rental. This role directs Guest Services, Reservations, and Property Management operations, including housekeeping and amenity services, with a strong focus on owner relations, property performance, and guest satisfaction. The position is responsible for growing and optimizing the rental program by attracting and retaining high-quality homes, enhancing the owner experience, and implementing best practices in short-term rental management. The Director will drive occupancy, revenue, and service standards while ensuring a seamless end-to-end experience—from booking to post-stay—for both guests and property owners. Reporting to the Assistant General Manager, the Director of Vacation Rentals is a full-time, exempt position. Benefits include health, dental, vision, short-term and long-term disability, life and AD&D insurance, Paid Time Off, paid holidays, and a 401(k) with company match.

Essential Job Functions:

Lead day-to-day operations of Front Desk, Reservations, and Property Management for short-term rental properties Build and maintain strong relationships with property owners to support participation, satisfaction, and retention in the rental program Develop and refine onboarding processes for new homes, including quality standards, inspections, and readiness for rental Establish and maintain service standards for housekeeping, maintenance coordination, and amenity readiness across all rental properties Create and implement efficient reservation, check-in, and check-out processes aligned with guest expectations for vacation rentals Recruit, train, coach, and develop Hospitality associates, including performance management and conflict resolution Analyze market trends and comparable listings (e.g., short-term rental platforms) to establish competitive pricing and revenue strategies Optimize occupancy and revenue through dynamic pricing, minimum stay requirements, and seasonal strategies Partner with Marketing to promote listings across digital channels, including online travel agencies and direct booking platforms Prepare forecasts, reports, and budgets; monitor performance metrics such as occupancy, ADR, and revenue per available unit Manage departmental profit and loss to meet financial and operational goals

Other Job Functions:

Support community-wide events, initiatives, and special projects as needed Provide hands-on operational support during peak periods, staffing shortages, or emergency situations Collaborate with other departments to ensure a consistent, high-quality guest experience across the property Identify opportunities for program growth, process improvement, and enhanced owner and guest experiences

Requirements:

Experience in vacation rental, short-term rental, or property management operations (e.g., Airbnb/VRBO-style environments) Strong understanding of owner relations and managing privately owned homes within a rental program Experience with pricing strategies, occupancy management, and online distribution channels Proven leadership experience with a focus on team development and service excellence Ability to communicate effectively and build strong relationships with property owners, guests, associates, and vendors Bachelor's degree in Business, Hospitality, or a related field preferred Active North Carolina Real Estate license preferred Proficiency in Microsoft Office Suite required; experience with Streamline or Northstar preferred Ability to work a flexible schedule, including evenings, weekends, and holidays

Physical Requirements:

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Regularly required to communicate effectively, both verbally and in writing Frequent movement throughout the property, including standing, walking, bending, and reaching Ability to occasionally lift or move items weighing up to 25 pounds Work is performed in a variety of environmental conditions typical of Western North Carolina, including exposure to sunlight, rain, cold, and hot/humid weather Must be able to operate a motor vehicle to travel between locations on or near the property; valid driver's license required