Area Director of Operations

The Area Director of Owner Relations is responsible for ensuring the portfolios of homes in their region are managed and maintained to industry-leading standards. You will oversee the maintenance teams that will provide best in class care. This includes ensuring that all the furniture, appliances, electronics, kitchen equipment and personal property are kept in like new condition. You will be expected to ensure you and your Owner Relations Managers (ORM’s) care for the homes as if they were your own and ensure that your team operates effectively and efficiently. This is an operations position, and the Area Director is expected to have total control and responsibility for their operation and team.

Areas of Responsibility and Duties

• Manage a multi-location team of Maintenance Techs, Owner Relations Managers, Guest Experience Agents and all other operations personnel.
• Monitor daily owner communication (calls, texts, emails)
• Ensure that all owners calls/text/emails are answered within 24hrs.
• Works closely with Regional Housekeeping Manager so that quality controls are in place and executed.
• Review owner statements for accuracy
• Ensure work orders are created, audited and processed properly.
• Review VRBO/Airbnb monthly audits
• Managing departmental budget and team expenses
• Prepare daily, weekly and monthly portfolio performance reports.
• Ensure filing is organized and electronically preserved.
• Work with the Business Development Team to recruit and on-board new homes.
• Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in bookings or service issues.
• Aligns customer service activities and initiatives to support and enhance the objectives of the organization.
• Ensure preventative and emergency maintenance is reported, tracked and resolved with the upmost efficiency and quality.
• Ensure that all work orders are completed on time and billed properly.
• Create strategies, specifies objectives, policies, procedures to support efficient operations and real-time reporting.
• Create and manage budgets while not compromising performance.
• Ensure that time and attendance is accurately reported, audited and approved daily.
• As a leader of the team, you will be responsible for hiring, mentoring, and coaching your team to grow and develop, helping them achieve their personal and business goals.
• You will be accountable for the end-to-end customer experience, as measured by customer satisfaction and retention.
• You’ll partner with our Marketing teams to align on go-to-market goals, drive expansion revenue opportunities, and secure renewals while also exploring initiatives that will improve our customer experience.
• Communicate to all team members of any seasonal or location specific changes.
• Ensure that customer reviews are monitored, responded to and resolved with the upmost professionalism and sense of urgency.
• Create a positive and engaging team culture centered around company standards
• Other duties as assigned.

Key Competencies

• Hard-charging positive attitude required
• Organized and detail oriented – takes the time to ensure the job is completed and correct
• Auditing - willing to audit and be audited
• Communication – able to effectively communicate with homeowners and staff
• Adaptable and flexible – enjoys doing work that may require frequent shifts in direction
• Solution oriented – collect and analyze information, problem-solve and improve efficiency
• Reliability – is dependable, consistent and does not have attendance issues
• Achievement oriented – enjoys seeing tasks through to completion and hitting goals
• Self-starter – can work autonomously and will seek out new tasks rather than waiting for an assignment
• Growth oriented – a strong desire to grow professionally and learn new tasks and skills

Qualifications

Education

• High school diploma or equivalent degree
• Associated degree or 4 – year degree preferred

Skills

• Proficient in Microsoft Office programs including Word, Excel and Outlook
• Ability to manage a team of field staff
• Valid driver’s license required

Abilities

• Ability to effectively communicate, both orally and in writing
• Ability to learn and use new software and tools

Experience

• Experience in property management or hospitality is preferred but not required.
• Education or course work may be accepted in place of professional experience

Working Conditions

This position operates in a professional work environment with half of the time in the office and half in the field. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Frequent travel to regional offices and properties may be required. All potential employees are required to pass a background and motor vehicle check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows and air-intake vents. This position requires employees to follow company dress code.

Physical requirements

This job is primarily performed at a stationary desk in an office and can be done sitting or standing and walking homes for inspection. Lifting/moving requirements are generally 10 pounds or less. There may be occasional need to crouch, stoop and bend. Normal workdays are between eight and nine hours, but overtime may be needed based on workflow.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the job. The company reserves the right to modify or change the job description at any time with or without notice. Employment is “at will”, and nothing in the job description should be construed as a contract for employment for any specified period of time.