Operations Lead
About Us
Red Kite is a boutique holiday home management company operating in the rolling hills of the Cotswolds and surrounding areas. We bring a fresh, modern, and technology-driven approach to rural holidays in the UK.
Our aim is simple:
* Deliver outstanding service to guests and owners.
* Grow with quality homes.
* Use technology and personality to set us apart.
We have ambitious plans to expand our service across the UK, managing 500+ homes by 2030 while maintaining a 90% five-star review score.
The Role
The Operations Coordinator will support the Operations Manager in the smooth running of day-to-day operations, ensuring high standards in guest experience, housekeeping, and maintenance. This role is ideal for someone highly organised, detail-oriented, and passionate about delivering excellent service.
Key Responsibilities
Operations Support
* Train and manage the offshore Guest Experience (GEX) team to ensure fast, professional responses before, during, and after stays and deliver outstanding customer service to all our guests 24/7 365 days a year.
* Manage all external and internal listing data to ensure 100% accuracy across the portfolio, ensuring attention to detail and what is advertised to guests is what stacks up in reality.
* Oversee all guest reviews, supporting with guest issue resolution, ensuring a smooth experience for all guests and maintaining high review scores.
* Manage all distribution channels - ensuring seamless connectivity across Airbnb, Booking.com, VRBO, Marriott Homes & Villas, Google and our Direct channel.
* Resolve in-stay issues and property maintenance using our contractor network.
* Manage complaints through to resolution, balancing guest satisfaction with fair business judgement.
* Identify opportunities to add value to the guest’s stay, using the latest technology to provide modern hospitality solutions.
* Continually review our processes, gathering feedback from team members and guests with a view to improving our effectiveness and efficiency of service delivery.
Housekeeping & Maintenance Coordination
* Raise and manage tasks within our internal task management software for housekeeping and maintenance issues.
* Assist in ensuring all housekeeping and maintenance requests are actioned promptly, tracking completion timelines.
* Support where needed in actioning maintenance tasks, calling out contractors detailed on our ‘Red Kite Contractors' list ensuring correct process is followed at all times.
* Support in stock management, including linen, cleaning products, and consumables.
* Monitor housekeeping schedules and assist with coverage planning.
Business Support
* Work 1 weekend per month which involves leading our Operations Support - Guest Experience, Housekeeping, Owner Support & Maintenance. As a small business, this is a shared responsibility between team members to ensure quality service 365 days a year.
What We're Looking For
* Highly organised with great attention to detail.
* Strong communicator who can liaise effectively with guests, housekeepers, and team members.
* Problem solver who can think on their feet and resolve issues efficiently.
* Experience in hospitality, property management, or customer service.
* Experience with managing a team; experience in successfully managing a team remotely is an advantage.
* Familiarity with Breezeway, Hostaway, and booking platforms (Airbnb, VRBO, Booking.com) is an advantage.
* Experience in a fast-paced startup within the hospitality industry is an advantage.
Benefits
* Fully remote/hybrid with flexible working - ideally based a comfortable distance from the Cotswolds so we can get together as a team at least once or twice a month (2-3 hours drive max).
* 33 days holiday per year - bank holidays are not off as standard, though you can request these off.
* This is 25 days holiday + 8 days bank holidays in lieu.
* Plus, an additional day off on your birthday (you should never have to work birthdays!).
* Apple MacBook Pro + £500 home office setup budget.
* Company iPhone.
* £500 Airbnb credit annually.
* An entrepreneurial and creative environment where great ideas are actively encouraged.
* Opportunity to join an early stage business where your impact is felt every single day and grow as the business grows.
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