Operations Manager

Description

About Heirloom

Heirloom is a leading provider of large-format, luxury short-term rentals on the national level. Our unique focus on providing word-class accommodations to discerning groups of travelers in premier travel destinations, combined with a tech-enabled and data-driven business strategy, has allowed Heirloom to quickly carve out a unique space for itself within the highly competitive and rapidly evolving luxury hospitality industry.

General Overview

Scope: The Operations Manager (OM) is responsible for the daily operations of their assigned zone within the Company’s Savannah market

Metrics for Success: Performance for this role is measured using guest review scores, ability to control and reduce operating expenses, employee utilization (including their own contribution to billable tasks), employee retention, client/partner communication feedback, and general adherence to protocol.

Essential Function

Maintain Heirloom’s hospitality spaces in accordance with brand standards. This is a hands-on role that requires rolling up your sleeves and making it happen. The OM must also be comfortable performing light home improvement or “billable” tasks when needed to achieve personal utilization targets and support property owners through bill-backs.

• Assigns and prioritizes preventative and responsive work orders, projects, and tasks for their assigned zones based on guest feedback and review scores.
• Proactively communicates to external stakeholders about any facilities issues escalations and/or approvals.
• Drives a collective sense of urgency around facilities escalations and approvals with external vendors and internal teams.
• Serves as a point of escalation for onsite emergencies including but not limited to guest emergencies, fire alarms, etc.
• Uses data, tools, and technology to create and action property improvement plans in accordance with company protocol.
• Responds to guest issues as they occur, communicates with guests on site or virtually, as needed, with the intent to provide excellent customer service, measured using review scores.
  
  

People

In addition to the facilities management functions listed here. The OM will have additional administrative and managerial duties.

• Leads staffing for their assigned area(s) of responsibility: schedule management complies with coverage requirements posed by leadership, approval/management of billables, recruiting, training, onboarding, performance management.
• Provides coverage for roles within their scope of responsibility during periods of staffing transitions, absences, and sickness.
• Serves as the primary point of contact for external stakeholders like management clients and key joint venture partners for any facilities, on site, or need-to-know information.
  
  

Requirements

Requisites

• Demonstrated ability to have a positive impact on guest review scores and employee utilization (primary field staff KPI) .
• Technical field experience with the ability to perform light home improvement or property maintenance tasks to achieve personal utilization targets.
• Meticulously organized and process oriented.
• Proven track record of leading a team.
• Proactive approach to problem solving (critical thinker), resourceful, and adaptable to unique and fast-paced environments.
• Quick learner with proficiency in adopting and navigating complicated systems and cloud-based platforms on desktop and mobile to track, manage, create, and communicate work tasks.
• Valid driver’s license, upstanding driving record, and access to reliable personal transportation.
  
  

Schedule & Compensation

The role is a full-time salaried position. Zone leaders are expected to allocate or provide appropriate PT and FT coverage of their assigned zone 7 days per week.

Compensation: Salary plus variable pay with benefits (PTO, health/vision/dental insurance, 401k, preferential rates at Heirloom properties). Bonus pay (variable pay) will be based on guest satisfaction metrics and will be paid on a quarterly basis.