Position Overview

We are seeking a dynamic, detail-oriented, and energetic Senior Operations Lead to join and guide our operations team. In this role, you will be the primary point of contact for all operational activities, providing leadership, strategic direction, and hands-on support to the entire property rental team. This includes overseeing day-to-day operations, ensuring service excellence, and driving the overall success of our rental business.

Key Responsibilities

General Oversight and Quality Control

• Ensure the highest standards are maintained in daily operations across all properties.
• Conduct regular inspections and audits to monitor property conditions and ensure operational excellence.
• Actively review and respond to online and offline feedback to continuously improve guest experiences and service delivery.
• Work with the team to create action plans for resolving service issues.

Team Performance Management

• Lead and motivate a diverse team, including the reservations manager, listings manager, operations manager, repairs team, and housekeeping staff.
• Foster a collaborative and results-driven work environment that focuses on operational efficiency and customer service excellence.
• Provide guidance, instruction, and clear communication to all team members, ensuring they meet performance goals.

Quality Control

• Supervise the Operations team to ensure the highest standards in property cleanliness and maintenance.
• Oversee stock-taking and inventory management processes, ensuring that operational supplies and materials are adequately maintained.
• Implement feedback mechanisms to gather input from guests and tenants to continually improve services.

Financial Management

• Collaborate with the Listings Executive and the Accountant to monitor financial performance, occupancy rates, and revenue.
• Maintain records of property financial performance, including budgeting and tracking of expenses.
• Manage petty cash, approve operational expenses, and oversee payment processes, ensuring financial transparency and accuracy.

Customer Satisfaction

• Ensure the highest level of client satisfaction across both short-term and long-term rental units.
• Handle escalated customer issues, working with the relevant teams to resolve them quickly and efficiently.
• Implement strategies to improve the guest experience and encourage repeat bookings.

Qualifications

• Experience: Minimum of 5 years of experience in a similar role, preferably in property management, hospitality, or project management.
• Leadership: Proven track record in leading and managing diverse teams, with a focus on team building, performance management, and operational efficiency.
• Skills:
  • Strong organizational, communication, and time-management skills.
  • Creative and innovative problem-solver, with the ability to think outside the box to deliver exceptional service.
  • Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• Knowledge: Experience in property management is beneficial, but we are open to candidates with relevant skills from other industries.
• Mindset: Flexible and adaptable with a willingness to take on tasks from other departments as needed.

Working Conditions

• Hours: Monday to Saturday (on-site). Due to the nature of the short-term rental industry, occasional out-of-hours work is required to address urgent issues.
• Flexibility: This role requires a hands-on approach with the ability to respond to operational needs promptly and efficiently.