The short-term rental industry has matured into one of the most competitive segments of global travel. But behind every guest review, every seamless check-in, and every well-maintained property lies the work of managers, cleaners, and service providers making it all possible.

To uncover how this work is changing, Breezeway surveyed more than 350 hospitality professionals across 23 countries to create the 2025 State of Work Report. The report shines a light on the cleaners, maintenance techs, service providers, and managers who form the backbone of hospitality.

While much of the recent industry conversation has focused on pricing, tech adoption, or guest-facing innovation, this study is different. It analyzes data and stories of the people who make the stay happen, and new data reveals that the operational work powering these stays is becoming more complex than ever.

Here are five key takeaways from the report that matter for every operator, big or small.

1. AI reshaping tasks, not replacing jobs

The conversation around artificial intelligence has moved past hype and into practice. Most operators don’t see AI as a replacement for human work, but as a tool to help teams work smarter.

• 67% of operators believe AI will change their jobs in the next few years.
• Only 3.6% fear AI will replace their role.

Rather than automating hospitality out of existence, AI is starting to power the behind-the-scenes workflows that keep teams aligned. From turning data into actionable tasks to suggesting next steps in real-time, AI’s role is about reducing friction, not removing people.

2. Balance automation with human touch

Automation is no longer a nice-to-have, it’s the backbone of operational performance. But operators know the end goal isn’t 100% automation, it’s 0% friction.

• Nearly half of operators (47.8%) report that more than half of their workflows are already automated.
• 85.8% say technology makes their job easier.

The real opportunity lies in balance. Automation handles repetitive tasks like scheduling and messaging, while people focus on personal touches, judgment calls, and local expertise, i.e. the very things that define great hospitality.

3. The people doing the work are your greatest asset

Technology and processes can only go so far without the people on the ground. Hospitality workers, cleaners, inspectors, maintenance techs, and guest services, are the ones turning properties into experiences.

• The majority of operators say their motivation comes from delivering great guest and owner experiences.
• 33% cite personal pride as their primary motivator.
• Yet nearly 1 in 5 (18.4%) report receiving no formal recognition for their work.

For operators, keeping teams motivated means more than just recognition. It requires listening, coaching, and empowering staff with the right tools and training so they can succeed. When people feel valued and supported, they’re more likely to go the extra mile, solve problems quickly, and deliver the kind of service that drives loyalty from both guests and owners.

4. Operational work is more complex

If it feels like the work is harder than ever, the data backs it up. The operational load continues to grow, leaving little margin for error and making collaboration essential.

• 73% of operators complete more than 50 tasks per week.
• Nearly half (45.5%) encounter last-minute guest issues every single day.
• 90% say their work involves constant coordination with other people.

And the larger the portfolio, the more challenging the work becomes. Operators managing dozens or even hundreds of properties juggle significantly higher task volumes, more team members to coordinate, and a greater frequency of last-minute guest issues. Scaling up doesn’t just add properties, it multiplies the complexity of keeping every stay running smoothly.

Success in 2025 and beyond requires workflows that help teams stay aligned, anticipate disruptions, and manage increasing volume without burning out.

5. Guest and owner expectations are higher than ever

It isn’t just the workload that’s rising; expectations are too. Guests and owners alike are holding operators to higher standards, with less tolerance for even small slip-ups.

• 85.5% of operators say guest expectations have increased over the past two years.
• 79% say owner expectations have also risen.

For guests, the most common issues include maintenance problems during a stay, cleanliness complaints, and missing or broken amenities. And with 45.5% of operators facing last-minute guest issues daily, these challenges are constant. To stay competitive, operators are increasingly highlighting their operational strengths, from cleaning and turnover standards to preventative maintenance and fast response times, as proof points when winning and retaining new owners. Meeting these demands consistently requires both operational rigor and a people-first approach.

The bigger picture

The 2025 State of Work Report makes one thing clear: success in short-term rentals isn’t measured at the point of booking. It’s built through the daily work of operations teams who balance efficiency with care, leverage technology wisely, and never lose sight of the human side of hospitality.

Every clean, inspection, and guest or owner interaction is a reflection of the people powering this industry. And as expectations continue to rise, the operators who thrive will be those who invest equally in their people, their processes, and their technology.