Summary
This premier remote cottage rental company offers unique, tranquil getaways in nature’s most serene locations. Their business focuses on providing an exceptional guest experience by maintaining a high-quality standard, customer service, and sustainable operations. They are looking for a dynamic and proactive Manager of Rental Operations to lead the team, streamline operations, and ensure the success and growth of the business. This position requires strong leadership, excellent communication skills, and a deep understanding of hospitality management, remote operations, customer satisfaction, and business development. As the Manager of Rental Operations for this cottage rental company, you will remotely oversee day-to-day operations, ensuring that the company delivers a seamless experience for both guests and staff. You will play a pivotal role in developing and implementing strategies to drive growth, improve operational efficiency, and maintain an outstanding reputation in the hospitality industry. This position requires strong leadership, excellent communication skills, and a deep understanding of hospitality management, remote operations, and customer satisfaction.
Description
Leadership and Staff Management:
- Lead, mentor, and manage a team of remote employees, including customer service representatives, maintenance staff, and housekeeping teams
- Develop and implement training programs to ensure high-quality service standards across all departments
- Promote a positive and collaborative work culture with a focus on high performance, accountability, and innovation
Operational Management:
- Oversee the daily operations of the business, including property management, guest reservations, maintenance, and cleanliness of cottages via each respective on-site team
- Ensure that all cottages are well-maintained, regularly inspected, and stocked with necessary amenities
- Develop and enforce policies and procedures that ensure smooth operations and safety protocols
- Monitor operational costs and implement strategies to optimize resource use and maintain profitability
Guest Experience:
- Ensure that every guest has an outstanding experience from booking to check-out, handling guest inquiries and complaints promptly
- Oversee the guest communication process, including pre-arrival information, booking confirmations, and post-departure feedback
- Ensure the maintenance team upholds high standards for cleanliness, maintenance, and cottage readiness for guests
Marketing and Sales:
- Develop and implement marketing strategies to increase visibility, bookings, and customer loyalty
- Monitor market trends and competitor activities to adjust pricing, promotions, and service offerings
- Collaborate with marketing and BD teams to improve the company’s online presence (e.g., website, social media, and third-party platforms)
- Identify opportunities for new business partnerships and referral programs
Financial Oversight:
- Develop and manage the budget, tracking revenue, expenses, and profitability
- Prepare and analyze financial reports to identify trends, areas of improvement, and opportunities for cost savings
- Optimize pricing models and revenue management strategies to maximize occupancy and revenue
Sustainability and Community Engagement:
- Promote sustainable practices in the company’s operations, including eco-friendly amenities, energy conservation, and waste reduction
- Build and maintain positive relationships with local communities and stakeholders, ensuring alignment with local regulations and contributing to community growth
Technology Management:
- Oversee the optimization of booking software, property management or CRM systems, and communication tools
- Leverage technology to improve operational efficiency, including remote monitoring systems for property management
Requirements
Experience:
- Proven experience as a Manager of Rental Operations, General Manager, or similar leadership role in hospitality or property management, ideally within the vacation rental or remote accommodation industry
- Experience managing remote teams and operations in a geographically dispersed environment
- Strong understanding of online booking platforms, customer service software, and/or CRM software systems
Skills:
- Exceptional leadership and people management skills with the ability to motivate, train, and lead diverse teams
- Excellent organizational and multitasking skills, with the ability to manage several tasks and priorities simultaneously
- Strong financial acumen, with experience managing budgets, forecasting, and driving profitability
- Superior communication skills, both written and verbal, with the ability to maintain professionalism in all guest and staff interactions
- Ability to work independently and remotely, with strong problem-solving and decision-making abilities
- Strong business development and strategy-building skills
- Passion for hospitality and providing exceptional customer experiences
Education:
- Bachelor’s degree in Business Administration, Hospitality Management, or related field preferred
- Additional certifications in hospitality management or property management are a plus
Corporate Culture
- Location: Fully remote; occasional travel to properties may be required
- Schedule: Flexible working hours, though availability for emergencies and high-demand periods is expected
- Compensation: Competitive salary, benefits, and performance-based bonuses