Director of Hotel Operations

Position Overview

The Director of Hotel Operations is responsible for ensuring the overall satisfaction and comfort of guests staying at Airbnb properties. They oversee the day-to-day operations, manage guest interactions, and strive to deliver exceptional hospitality experiences. This role requires a strong understanding of customer service, attention to detail, and effective communication skills.

Key Responsibilities

Guest Experience Management

• Handle guest inquiries, bookings, and reservations promptly and professionally.
• Ensure a smooth check-in and check-out process, providing guests with relevant information and addressing any concerns or issues.
• Coordinate cleaning and maintenance services to maintain the cleanliness and functionality of properties.
• Regularly inspect properties to ensure they meet Airbnb's quality standards and make necessary improvements.

Relationship Building

• Foster positive relationships with property owners and hosts to ensure a cooperative and collaborative working environment.
• Act as a liaison between guests and property owners, addressing any concerns or requests promptly and effectively.
• Provide guidance and support to hosts in optimizing their property listings and enhancing guest experiences.

Guest Communication

• Respond promptly to guest inquiries, feedback, and complaints, providing timely and accurate information.
• Maintain clear and consistent communication with guests throughout their stay, ensuring their needs are met and addressing any issues that arise.
• Proactively share local recommendations, travel tips, and other relevant information to enhance the guest experience.

Team Coordination

• Recruit, train, and supervise a team of housekeeping staff, maintenance personnel, and other support staff as needed.
• Schedule and coordinate staff activities to ensure properties are properly cleaned, maintained, and prepared for guest arrivals.
• Foster a positive and supportive team culture, providing guidance and feedback to team members to ensure high performance and adherence to standards.

Reporting and Analytics

• Maintain accurate records of guest interactions, feedback, and incidents, generating reports as necessary.
• Analyze guest reviews, ratings, and feedback to identify trends, areas for improvement, and opportunities to enhance guest satisfaction.
• Utilize data and analytics to optimize property performance and identify strategies for increasing guest bookings and revenue.

Qualifications and Skills

• Bachelor's degree in hospitality management, business administration, or a related field (preferred).
• Proven experience in hospitality management, preferably in a similar role within the vacation rental or hotel industry.
• Strong customer service skills with the ability to handle guest inquiries and complaints professionally and efficiently.
• Excellent communication and interpersonal skills to build relationships with guests, property owners, and team members.
• Detail-oriented with a focus on maintaining high cleanliness and quality standards.
• Proficient in using technology platforms, such as Airbnb's management tools, reservation systems, and communication platforms.
• Ability to adapt to a fast-paced and dynamic work environment, multitask effectively, and prioritize tasks.
• Knowledge of local attractions, services, and amenities to provide guests with accurate recommendations.
• Strong problem-solving and decision-making abilities to handle unexpected situations and resolve conflicts.

Job Type: Full-time

Pay: $75,000.00 - $125,000.00 per year

Ability to commute/relocate:

• Traverse City, MI: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $75,000 - $125,000