Operations Lead, Red Kite

• 3+ years experience within hospitality, property management, customer service or support
• Experience with managing a team, experience in successfully managing a team remotely is an advantage
• Highly organised with great attention to detail
• Strong communicator who can liaise effectively with guests, housekeepers, and team members
• Problem solver who can think on their feet and resolve issues efficiently

Desirable

• Train and manage the offshore Guest Experience (GEX) team to ensure fast, professional responses before, during, and after stays and deliver outstanding customer service to all our guests 24/7 365 days a year
• Manage all external and internal listing data to ensure 100% accuracy across the portfolio, ensuring attention to detail and what is advertised to guests is what stacks up in reality
• Oversee all guest reviews, supporting with guest issue resolution, ensuring a smooth experience for all guests and maintaining high review scores
• Manage all distribution channels - ensuring seamless connectivity across Airbnb, Booking.com, VRBO, Marriott Homes & Villas, Google and our Direct channel
• Resolve in-stay issues and property maintenance using our contractor network
• Manage complaints through to resolution, balancing guest satisfaction with fair business judgement
• Identify opportunities to add value to the guest’s stay, using the latest technology to provide modern hospitality solutions
• Continually review our processes, gathering feedback from team members and guests with a view to improving our effectiveness and efficiency of service delivery
• Raise and manage tasks within our internal task management software for housekeeping and maintenance issues
• Assist in ensuring all housekeeping and maintenance requests are actioned promptly, tracking completion timelines
• Support where needed in actioning maintenance tasks, calling out contractors detailed on our ‘Red Kite Contractors' list ensuring correct process is followed at all times
• Support in stock management, including linen, cleaning products, and consumables
• Monitor housekeeping schedules and assist with coverage planning
• Work 1 weekend per month which involves leading our Operations Support - Guest Experience, Housekeeping, Owner Support & Maintenance. As a small business, this is a shared responsibility between team members to ensure quality service 365 days a year

• 1. Apply with your profile
• 2. Phone call with the hiring manager (20 mins)
• 3. Competency based interview with the hiring manager (45 mins)
• 4. Task stage (will be completed remotely) (1 hour)
• 5. Final stage 'meet the team' interview in person in Cheltenham with the Founder of Red Kite and the Account Management Lead as well as the hiring manager (1.5 hours)