Vacation Rental Manager - Process Improvement and Change Management

Vacation Rental Manager - Process Improvement and Change Management

We are a growing vacation rental business based in Australia. We have a team based in the Philippines who handle Guest Services (enquiries, bookings, payments etc), an Operations Coordinator (maintenance, cleaning, supplies etc), Accounting and Marketing.

This is a high level position and requires extensive relevant industry experience. We need to improve our communication and QA systems. We need better processes and better documentation of those processes. We need better management of staff. We have growing pains!

There are a lot of moving parts in Vacation Rentals - property recruitment, property onboarding, listings on multiple OTAs (description, photos, pricing, conditions etc), revenue management, guest communication, maintenance, cleaning, supplies (toilet paper, dishwashing tablets, tea/coffee etc etc), owner liaison, financials (contractors, staff, owners and the business), marketing (guest emails, Facebook, Google Ads etc), team communication and management, quality assurance ---------- s a bit of a jigsaw puzzle!

We need someone to coordinate the moving parts and improve our systems in various ways:

to identify weak points in our systems and processes and resolve them
to ensure all components work harmoniously together
to make sure that things don’t fall through the cracks
to improve existing processes
to review existing process documentation and document any gaps
to identify software to assist and improve aspects of operations
to improve communication systems between the various teams
implement measurements (KPIs) to track performance (inspect what you expect)
to eliminate unnecessary errors in our practice - wherever possible (though humans will always make mistakes of course!)



You must have experience in the vacation rental space, preferably with a large company that operated many vacation rentals. Or you may have worked with a big OTA such as AirBNB, Homeaway and/or VRBO.

You need to be:
Highly experienced in vacation rental operations
Be a systems thinker
be able to bring people with you as you implement changes
be able to measure and track improvements
Highly Organised
Reliable
Diligent
Thorough
Have incredible attention to detail.
Have excellent English Communication skills - especially in writing
Able to communicate clearly with other people
Able to work independently
be a leader
A quick learner and self directed
Able to handle multiple tasks at once (but also be systematic)
Trustworthy and have integrity.
Thrive in a growing, challenging environment.

Your Infrastructure
- you need to have a desktop computer or laptop
- a high speed, reliable internet connection
- a back up power source or the ability to go somewhere else in the event of a brownout or blackout (we know that on some occasions this just won’t be possible)
- a quality headset (though phone calls are very rare)

We offer:
* Attractive hourly rate.
* Weekly payments straight into your bank account in the Phillipines
* 13 month (pro rata)


If this job description sends a little tingle of excitement up your spine, then please send your CV to ---------- and address the following in your cover letter:

1) Why this position excites you.

2) What role you have had in the past that is similar to this position.

3) What experience you have working in the vacation renal/holiday rental industry.

4) Whats your favourite “hack” for solving communication issues within a virtual team

5) What strategies you use to manage your own work

6) Put “Lollypop” in your email heading so we know you have read this far :-)