Chief Operating Officer for Room Operations

Job Title: Chief Operating Officer of Rental Ops.

Reports To: President

Location: Gulf Shores, AL

Position Overview:

The Chief Operating Officer (COO) of Rental Operations is a senior leadership role within our Vacation Rental business, responsible for overseeing and optimizing the daily operations of housekeeping, laundry, inside maintenance, and the service desk departments.

While this role shares some similarities with hotel operations, the individual unit management aspect of vacation rentals creates unique and significant challenges. Each property is privately owned, requiring personalized attention to owner expectations and careful management of guest experiences. The emotional nature of second-home ownership further complicates the business, making it much more challenging in many respects than traditional hotel management.

This is a highly seasonal business, with peak operations supported by a team of 250 full-time employees and an additional 150 seasonal workers, many of whom participate in work visa programs. The ability to manage and lead this dynamic workforce effectively is essential to the success of the role.

This position requires a leader who excels at understanding and managing interpersonal dynamics, fostering trust, and resolving conflicts effectively. Success in this role depends upon the ability to navigate emotionally charged situations with empathy, professionalism, and sound judgment while maintaining operational efficiency and achieving the company’s goals.

About Brett Robinson Vacation Rentals:

Brett Robinson Vacation Rentals is a prominent company in the vacation rental and property management industry, managing over 1,750 privately owned properties, including condominiums and beach houses, along Alabama’s Gulf Coast and the Florida Panhandle.

The vacation rental industry provides unique accommodations for short-term stays, combining the comforts of home with the amenities of a memorable vacation experience. Brett Robinson specializes in creating exceptional guest experiences while ensuring property owners enjoy a seamless, worry-free investment.

In addition to managing vacation rentals, we oversee the day-to-day operations of several condominium associations, offering comprehensive services to maintain properties and support their financial and operational success. With a strong commitment to quality, teamwork, and innovation, we strive to meet the expectations of our guests, property owners, and employees.

Key Responsibilities:

1.     Leadership Development:

·        Recruit, build, develop, and maintain a high-performing leadership team across all rental operations departments.

·        Foster accountability, collaboration, and a culture of continuous improvement.

2.     Financial Management:

·        Develop and manage departmental budgets, ensuring alignment with organizational goals and profitability targets.

·        Monitor financial performance regularly, identifying and addressing variances to keep operations within budget.

·        Implement cost-control measures without compromising service quality or operational efficiency.

3.     Owner Relationships:

·        Create and maintain an environment where the team is empowered to build strong, positive relationships with property owners.

·        Foster a culture of responsiveness, empathy, and professionalism to address owner concerns and ensure their expectations are met.

·        Support and guide teams to handle owner feedback and challenges effectively, nurturing trust and long-term partnerships.

4.     Team Culture:

·        Foster a supportive workplace environment rooted in Brett Robinson’s core values, emphasizing a servant’s heart, graciousness, and the pursuit of excellence.

·        Lead by example, modeling the "BR way" of collaboration, mutual respect, and commitment to continuous improvement.

·        Inspire and empower team members to uphold company values in all interactions, creating a culture of trust, accountability, and shared purpose.

5.     Service Excellence:

·        Ensure that all units are maintained to the highest standards, as if they were your own, respecting the deep emotional investment owners have in their properties.

·        Collaborate with teams to deliver guest experiences that leave a lasting positive impression while addressing any concerns or complaints in a timely manner and with care and professionalism.

·        Understand that when performance falls short, it impacts owners on a personal level; response must be with empathy, transparency, and a commitment to improvement.

6.     Operational Efficiency:

·        Identify opportunities for operational improvements, driving efficiency and cost-effectiveness without compromising service quality.

·        Develop and implement processes to ensure properties meet owner and guest expectations.

7.     Strategic Planning:

·        Partner with the executive team to develop and execute long-term strategies that align with the company’s vision, mission, and goals.

Qualifications:

·        Proven experience in a senior operations management role with a track record of achieving results.

·        Strong leadership and team-building skills with a track record of developing high-performing teams, avoiding self-promotion while emphasizing shared goals.

·        Empathy in leadership, lifting others up and prioritizing people over authority.

·        Excellent interpersonal and communication skills with the ability to build relationships across a diverse range of stakeholders.

·        Demonstrated ability to manage complex, multi-department operations effectively.

·        Strong analytical skills with experience in budgeting, financial planning, and process optimization.

·        Bachelor’s degree in business administration, hospitality management, or a related field.

·        Experience successfully leading and managing large, complex teams.

Work Environment:

This role requires flexibility, adaptability, and the ability to manage multiple priorities in a fast-paced environment. Frequent local travel among properties is expected, and the position may involve occasional physical tasks related to operational oversight.