Senior Operations Leader – Short Term Stays & Hotel Management

Our team is looking for a passionate, high energy individual who is able to effectively lead a team and demonstrate a broad understanding of our softwares and industry workings. If successful you will be helping to lead and manage our team of VA’s to help create great experiences for our clients and guests.

Our business manages airbnb properties all throughout Australia. The working hours will be 8am – 5pm Monday – Friday with rare circumstances requiring weekend hours. The company manages just over 140 properties and has a number of offshore staff that helps with guest support, contractor scheduling, accounting and review management.

The successful applicant will display the following characteristics:
– Enthusiastic & confident
– Strong ability to communicate
– Strong phone etiquette
– Strong written ability
– Displays fluency in english
– Ability to problem solve
– Patient & nurturing of staff
– A need to consistently learn & improve their skillset

Previous experience needed: (Will need references)
– Have worked in hotel management or short term property management for 4+ years
– At least 1 year experience in a leadership role leading more than 4 staff
– Worked with guest communication both on the phone and through messages for a primarily english speaking set of guests for 4+ years
– Has nurtured staffed, reviewed calls, reviewed messages and helped to coach their team to be better ‘
– Worked with Airbnb Resolutions
– Displays a strong understanding of Airbnb, Click to view & VRBO/ Stays processes

Software Knowledge:
We would require experience with the following software:
– Property Management Software
– Pricelabs
– Asana
– Zendesk
– Google sheets
– Aircall

The Role:
This role will direct and lead our team of VA’s and will directly report to our property managers and directors. You will be required to ensure each member of the team is actively hitting their goals / KPI’s, search for new opportunities to improve, review and coach the work of our guest support team, ensure the portfolio is kept to a high standard, problem solve issues being brought to yourself, create SOP’s for the support team, schedule contractors, performance manage staff and create reports to give to management.

IMPORTANT NOTE:
We would love to see a video introduction from yourself outlining your experience. Applicants who put in the effort here will go to the front of the list.