Junior Operations Manager

Pittsburgh

COMPANY PROFILE:

HostWise.co (HWC) is a rapidly growing short term rental manager / operator / owner with operations in Pennsylvania, Texas, and Colorado. Their mission is to upend the hospitality industry with high quality properties, consistent amenities, world-class customer service, and a laser focus on customer satisfaction. They have a 4.93 rating over 10,000+ reviews, making them one of the top 0.1% of all hosts on Airbnb. Their mission is to continue to operate at the top of their field, regardless of company size and growth. HWC currently owns, operates, and / or manages ~100 properties, primarily in the Pittsburgh area, with a target of 500+ properties within the next 5 years.

To learn more, visit our website at http://hostwise.co and http://hostwisestays.com

POSITION SUMMARY & RESPONSIBILITIES:

The Jr. Operations Manager reports to the VP of Operations and will be responsible in conjunction with the VP of Ops for Overall Ratings & guest satisfaction in the Pittsburgh market. Guests expect a spotless, well-maintained place to stay, and reserve our HostWise properties anticipating a "better than a premium hotel" experience. Daily tasks may include starting laundry for cleaners, dropping off housekeeping supplies, performing basic maintenance in a property, post-cleaning inspections, staging new properties, meeting guests if they need something, etc. If you can imagine what a guest could need or want, or imagine something that can happen to a property - it could be on your list!

The role requires a person with a strong work ethic, self-starting attitude, the ability to effectively work with limited supervision, ability to multitask, and a high attention to detail. They will have a proven track record in time management, effective multitasking & prioritization, and the ability to manage multiple challenges at once. They will work closely with the VP of Operations & other Jr. Ops. Managers on a daily basis.

Specifically, the Jr. Operations Manager will be responsible for:

  • Overall ratings – assuring HostWise properties are consistently rated 5 stars

  • Executing post-cleaning property inspections & providing feedback to the cleaners

  • Assuring properties do not have long-term cleaning ‘build up” (e.g. dust on baseboards, under beds, in drawers, etc.; i.e. areas that cleaners commonly neglect) and touching up as needed

  • Identifying maintenance issues due to neglect and / or oversight while inspecting properties

  • Reviewing inspection reports for maintenance issues, and adding + assigning to other staff

  • Proactively seeking ways to address guest issues if they are valid concerns and / or recurring concerns

  • Metric tracking based on inspection scores, guest feedback, etc.

  • Assisting with staging & setup, as needed

  • Providing items to guests either via direct delivery or assigning a "runner" as needed

  • Cleaning on rare occasions where there is a cleaning team shortage

  • Creating / organizing laundry bags

  • Performing other projects or duties as assigned by the VP of Operations

The Jr. Operations Manager should strive to maintain the highest quality ratings on properties by meeting and exceeding reasonable guest expectations.

POSITION REQUIREMENTS:

To perform this role successfully, an individual must be comfortable with the requirements below. These are representative of the knowledge, skill(s), and/or abilities (including physical abilities) required to excel in this position.

·         Minimum of 3 years of experience in a high paced environment, e.g. hotels, STR cleaning, restaurant industry, etc.

·         Comfortable cleaning & interacting with cleaners; the position requires the first 2-4 weeks to train in as an STR cleaner, to understand a “day in the life” of our critical cleaning staff

·         Ability to lift up to 50lbs

·         Comfortable using mobile-enabled GPS-based hours tracking software (to enable hour billing to clients)

·         Valid driver’s license & working vehicle is required. Travel is limited to a ~15 mile diameter within the City of Pittsburgh

·         Excellent communication skills & the ability to speak professionally with our guests and colleagues

·         Ability to use technology, including smart phones, computers, software, etc.

·         Must have a sense of urgency and be able to work in a fast-paced environment

·         Comfortable working weekends & holidays

·         Work 8 hour shift sometime between 8am – 6pm (some flexibility is available)

·         Able to work independently as well as in a group setting

·         Proven ability to take necessary actions to rectify problems and improve situations

·         Ability to work with and support others in a positive way

BENEFITS:

HostWise offers:

·         18 days PTO + 10 floating holidays

·         401k + match after 6 months

·         QSEHRA health benefit of up to $225 / month