Operations Manager

Buena Vista Holidays

As Operations Manager you will join our company to oversee the Reservations, Customer Service, Maintenance and Housekeeping operations ensuring delivery of exceptional standards and guest service in our property portfolio of properties. As a hands-on and proactive Manager, you will have a focus on quality, attention to detail and in developing and supporting your colleagues to achieve high service standards. You will have excellent communication and organisational skills and be a fantastic team player; passionate about people, your team and delivery of excellent guest service. With this in mind you will have proven experience in a similar position within the hospitality industry.

Duties & Functions:

• Do what it takes to ensure our guests have an amazing experience
• Make sure daily operations are running smoothly and that all turnovers are completed in a timely manner.
• Create a welcoming environment for our guests by ensuring homes are in tip-top condition.
• Oversee the implementation of best practices in the field that are likely to increase property and housekeeping ratings.
• Perform daily route optimization and set team shifts
• Establish, communicate, and evaluate progress towards operations goals and benchmarks.
• Manage, mentor, train and support all Operations personnel
• Monitor housekeeping performance and scheduling
• Identify maintenance issues and work with maintenance contractors to resolve them in a timely manner
• Correspond in a positive, professional and enthusiastic manner with guests and homeowners
• Respond to all guest problems, complaints and/or accidents presented through emails and/or phone calls. Follow up to ensure guest satisfaction
• Perform other duties as assigned

Qualifications

• 5+ years relevant work experience
• Analytical and data-driven mentality
• Strong verbal and written communication skills
• Problem solving ability
• Strong leadership skills including mentoring, training and disciplinary action
• Highly organized
• Insane multitasking skills
• Open and friendly - you love working with others
• High comfort level with technology. We use our custom developed management software to manage all aspects of our business.
• You maintain a valid driver's license and good driving record
• Must be able to work flexible hours including weekends