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
