Seasoned OPERATIONS MANAGER - US hospitality industry

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Full Time






Oct 08, 2022


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Job Title: Operations Manager
Client: Pendleton Places
Industry: Hospitality
Working Hours: Full-time, 8hrs/day, 40hrs/week
Work Shift: [9am - 5pm ET]
Rate: $25 / hour


Job Overview
The Operations Manager for Pendleton Places will be a key part of the management team of this emerging hospitality and real estate company in the southeast United States. You will report directly to (and work closely with) the business owner, but will also need to be a self-starter who can work independently and achieve high-level goals with minimal oversight. You will be responsible for managing the numerous processes that keep this business humming, including customer support (“guest services”), property management, vendor management, and distribution. This role is an exciting “player/coach” model where you will first design process flows, set up systems, infrastructure, and SOPs, and then hire and manage a team of people to execute the processes you’ve helped design. You should be a proactive leader with strong analytical skills, communication skills, and outstanding judgment. You are always thinking of ways that operations can become more efficient using common sense, technology platforms, and efficient processes. The role will require mastery of a variety of software platforms that connect together to provide seamless experiences for guests and efficient processes for the internal team. The best candidates for this role will be curious (always wanting to learn new things), detail-oriented, willing to roll their sleeves up to get stuff done, and also able to see the bigger picture. And, given that we’re in the hospitality business, you should love people and be very service oriented!

About the Company
Pendleton Places is a short-term rental company with an extensive portfolio of premium properties throughout the Raleigh Durham area. They are known for impeccable guest experiences and a strong design aesthetic that makes a stay at one of their properties something that a guest will never forget.

Responsibilities and Duties:
-Building and managing the Customer support function; creating scalable processes and ultimately hiring staff to assist you in delivering world-class customer support
-Work with large marketplaces like AirBnB, VRBO, Upgrade to see actual info to manage and promote the properties and support our customers
-Manage back-office operations and administration
-Manage all company IT systems
-Managing the set-up of new properties and a small inventory at local warehouse
-Manage the online guest experience from pre-arrival through to check-in and post-departure

-10+ years of business experience in a managerial role; strong understanding of business operations and previous experience in an operations management role
-Previous experience working with short-term rental platforms like AirBnb, VRBO, etc strongly preferred
-Understanding of AirBnB’s “Resolution Management” platform and policies is a huge plus
-Extensive knowledge of the customer support function and how it should be designed and implemented to seamlessly provide world-class customer service
-Experience setting up customer support systems for similar size companies; familiarity with ZenDesk strongly preferred
-Excellent organization skills and attention to detail
-Experience using tools and software platforms that simplify, automate, and streamline business processes and workflow (e.g., Pipefy) and integration tools (E.g., Zapier)
-Familiarity with project management tools, CRM, web analytics, and other backoffice tools, and be able to quickly learn how to use most off-the-shelf SaaS products
-While finance/accounting is not a requirement, you should be comfortable running basic reports on revenues and expenses.
-Highly proficient with Excel/Sheets and other office productivity tools
-Outstanding verbal and written communication skills
-Strong people management skills
-Ability to perform at a very high level with minimal supervision

Finance & Management
Business Plans Financial Management
Professional Services
Real Estate Services
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