Virtustant
From Virtustant's careers page
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Operations & Client Relations ManagerAbout the CompanyOur client operates in the hospitality and short-term rental industry, providing high-quality lodging experiences for guests and property owners.About the RoleWe are looking for an experienced Operations & Client Relations Manager to oversee day-to-day operations and ensure a consistent, high-quality Guest and Owner experience.Reporting to the Chief Operations Officer, this role will serve as a key link between the executive team, operational teams, guests, and property owners. The ideal candidate combines strong operational leadership with excellent communication and client relationship skills, with a strong focus on efficiency, quality, and problem resolution.The Operations & Client Relations Manager will oversee housekeeping, maintenance, laundry, guest communications, and other local operational functions while continuously identifying opportunities to improve processes, standardization, and overall portfolio performance.Key ResponsibilitiesGuest Experience & OperationsOversee day-to-day ground operations, including housekeeping, maintenance, laundry, guest communications, and other local service providers.Lead and support operational teams to ensure a consistently high-quality, on-brand guest experience.Improve efficiency, consistency, and standardization across operational processes.Coordinate the onboarding of new properties, ensuring company standards and operational requirements are met.Ensure all necessary guest communications are delivered accurately and on time.Monitor and resolve operational issues before, during, and after guest stays.Handle guest-facing escalations and grievances professionally, providing timely and effective solutions.Identify recurring operational challenges and implement processes to reduce friction, refunds, and negative guest feedback.Guest Feedback, Quality & PerformanceMonitor guest feedback and ratings across the portfolio.Identify trends related to service quality, property condition, and operational performance.Develop and implement action plans to address recurring issues.Maintain and improve guest satisfaction and overall property ratings.Monitor key operational KPIs, including NPS, response times, issue resolution, guest feedback, and service quality.Establish and track quarterly and annual objectives to improve operational efficiency and guest experience.Owner & Client RelationsBuild and maintain strong, professional relationships with property owners and clients.Serve as a primary point of contact for operational updates, questions, and concerns.Monitor Owner feedback and proactively address issues affecting client satisfaction.Meet with clients as needed to review property performance, maintenance, operational matters, and opportunities for improvement.Prepare client reports and coordinate client payments as required.Develop and maintain best practices for owner communications.Ensure consistent standards and terms are applied across the portfolio.Local Operations, Vendors & BudgetManage local operational expenses and service providers, including cleaning, laundry, transportation, guest supplies, concierge services, and other vendors.Review purchase orders and monitor operational budgets and expenses.Maintain strong relationships with vendors and ensure service standards are consistently met.Identify opportunities to improve operational efficiency and cost effectiveness.Develop and implement best practices across local operations.Team LeadershipLead, coordinate, and support operational teams, including housekeeping, maintenance, laundry, and other local teams.Set clear expectations and ensure accountability for service quality and performance.Coordinate effectively with centralized teams, including guest communications and other operational functions.Foster a collaborative, solutions-oriented team environment.Requirements & Qualifications5+ years of experience in hospitality, short-term rentals, property operations, or a similar industry.3+ years of experience managing or leading teams.Previous experience in an Operations Manager, Account Manager, Hospitality Manager, or similar role.Strong experience in client and/or owner relations.Proven understanding of hospitality and operations management.Experience managing vendors, expenses, budgets, and operational processes.Strong problem-solving and escalation management skills.Fluent in English and Spanish, with excellent written and verbal communication skills.Strong understanding of the technology and software used within hospitality and operational environments, with the ability to maximize their value.Experience with hotel, restaurant, property management, or short-term rental operations is highly valued.Must be comfortable managing multiple priorities in a fast-paced environment.Must be available to work between 8:00 AM and 5:00 PM CST, with flexibility to work overtime when needed.Preferred SkillsExperience working directly with both guests/clients and operational teams.Strong understanding of guest experience and hospitality standards.Experience managing short-term rental or hospitality portfolios.Strong analytical and KPI management skills.Experience implementing processes, standardization, and operational best practices.
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