Operations Manager, Pass the Keys

• The ideal candidate thrives in a fast-paced environment, excels at complex scheduling and problem-solving, and has a passion for creating seamless, five-star experiences
• This is a hands-on role that requires strong organisational skills, and a sharp eye for detail
• Proven experience in an Operations or Hospitality Management role
• Exceptional organisational and time-management skills, with demonstrable experience in complex scheduling
• Strong problem-solving abilities and a talent for handling escalations with a calm and professional demeanour
• Experience managing third-party contractors, suppliers, or a distributed workforce
• Excellent communication skills, both written and verbal
• Tech-savvy and comfortable using various software platforms and mobile apps for scheduling, communication, and task management
• A hands-on attitude and willingness to be in the field conducting inspections and meeting providers

Desirable

• Reporting to the Territory Manager, you will be the engine of our local operations, responsible for the end-to-end service delivery for our portfolio of properties
• This is a performance-driven role where your success will be measured by core operational KPIs, including guest satisfaction ratings, cleanliness scores, health and safety compliance, and supplier performance
• Manage the cleaning and maintenance schedules, allocating tasks to providers and ensuring timely service completion for all bookings
• Oversee daily operational coverage, responding to guest requests and efficiently managing check-in and check-out procedures
• Review new bookings to proactively plan and resource all operational requirements in advance
• Coordinate and schedule all maintenance tasks, ensuring minimal disruption to guests and clients
• Recruit, onboard and train new providers, ensuring they meet our high standards for service and professionalism
• Serve as the primary point of contact for all suppliers, managing communications, tracking hours, and reviewing performance
• Monitor supplier performance through data, feedback, and spot checks to drive continuous improvement
• Process and approve client and provider adjustments as required
• Implement and enforce quality standards through regular spot checks, property inspections, and adherence to detailed cleaning checklists
• Manage inventory for linen and guest consumables, coordinating orders to ensure properties are always well-stocked
• Ensure all properties comply with safety regulations by maintaining up-to-date safety certificates
• Oversee key control processes and conduct regular storage inspections to maintain security and organisation
• Oversee the operational setup of new properties during onboarding, including photography, initial cleaning, key handover, and health & safety checks, ensuring each property is fully prepared to welcome its first guests
• Act as the primary escalation point for operational issues, managing and resolving guest and client resolution cases efficiently and professionally
• Respond thoughtfully to guest reviews, addressing feedback and implementing changes to improve future service
• Manage client and guest communication preferences related to property information and "Guest Success" initiatives
• Key Performance Indicators (KPIs)
• The Operations Manager plays a crucial role in the territory's success. Performance will be measured by your ability to deliver excellence across the following metrics:
• Guest Satisfaction & Quality
• Airbnb & Booking.com Rating: Achieving and maintaining target guest review scores on major booking platforms
• Airbnb Cleanliness Score: Hitting the target score specifically for cleanliness, reflecting the quality of housekeeping services
• Operational Compliance & Efficiency
• Property Spot Checks: Meeting targets for the quantity and quality score of completed property inspections
• App Usage: Ensuring high adoption and consistent usage of our internal app by all service providers
• Health & Safety: Maintaining 100% compliance on all required property safety certificates and checks
• Financial Contribution
• NBV & Gross Profit: Contributing to the territory's financial goals (NBV vs Previous Year, Gross Profit NBV %) by managing operational costs, maximising efficiency, and preventing revenue loss due to operational failures
• Weekend Working Requirement: to work a Thursday to Monday pattern and flexible hours to meet business needs. You may also be required to work occasional evenings/ out of hours to meet operational demand