Operations Manager

About the Role

As our Operations Manager, you will play a pivotal leadership role overseeing the performance and efficiency of both our cleaning and maintenance departments while supporting broader operational and guest experience initiatives. You’ll be responsible for team oversight, quality control, administrative processes, and resolving high-level escalations on both the guest and property sides. This role demands a proactive, detail-oriented leader who thrives in a fast-paced, hospitality-driven environment.

This is a newly established role, and as such, the responsibilities outlined are not exhaustive. We expect the scope of this position to evolve based on the company’s growth, operational needs, and the strengths of the individual in the role. Flexibility, adaptability, and a proactive mindset are essential, as we continue to refine and shape this position to best support the team and our business objectives.

Compensation: 50,000 annually based on a 40 hour work week.

Schedule: Thursday - Monday 9:00 AM to 6:00 PM (Tuesday and Wednesday off).

Job Responsibilities:

Cleaning Operations

• Provide high-level oversight of the cleaning team’s daily operations—monitoring attendance, shift coverage, and overall scheduling effectiveness to ensure turnover timelines are consistently met.

• Perform detailed property inspections to ensure cleanliness, presentation, and brand consistency across all units.

• Track and analyze cleaner performance using KPIs, implementing accountability systems where needed to ensure quality and efficiency.

• Ensure special guest requests—such as early check-ins, late check-outs, and mid-stay cleanings—are communicated clearly and executed by the appropriate cleaning team members.

• Oversee the onboarding and training of new cleaners to meet expectations for speed, detail, and guest satisfaction.

• Manage office cleaning supply inventory and oversee reordering to support smooth day-to-day operations.

• Monitor and improve cleaning workflows and operational processes to enhance efficiency, reduce turnover time, and maintain consistent quality across all properties.

Maintenance Oversight

• Supervise the Maintenance Dispatcher to ensure timely job scheduling, Handyman productivity, and daily operational flow.

• Monitor daily KPIs including job volume (minimum of 5 completed per day), cost controls, and billing thresholds.

• Ensure that maintenance issues, especially guest-facing and time-sensitive ones, are resolved quickly and professionally by the maintenance dispatcher.

• Oversee large-scale and high-cost maintenance projects when applicable.

• Continuously evaluate maintenance workflows to identify inefficiencies, troubleshoot recurring issues, and implement improvements.

Guest Escalations & Claims

• Act as the primary escalation point for high-level or sensitive guest issues, including misrepresented experiences, full-stay refund requests, and safety-related concerns.

• Investigate guest disputes thoroughly, collaborating with cleaning, maintenance, and communications teams to verify claims and determine fair resolution.

• Make informed decisions on refunds and financial resolutions based on internal criteria, impact on guest experience, and company policy.

• Lead internal debriefs following major escalations to prevent recurrence and improve team response handling.

• Support the Guest Experience team with guidance on challenging guest interactions, claims processing, and best practices for conflict resolution.

Requirements:

· Legal Requirements

• Must have the legal right to work in the United States (U.S. citizenship, permanent residency, or valid work authorization).

· Experience

• Minimum of 1–3 years of proven experience in operations, logistics, or management roles.
• Experience in the Short-Term and Long-Term Rentals is preferred.

· Leadership & Management Skills

• Strong leadership and team management abilities.
• Proven ability to develop and implement operational processes.
• Experience managing cross-functional teams.

· Technical & Analytical Skills

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and project management tools (monday.com).
• Strong analytical and problem-solving skills.

· Communication Skills

• Excellent verbal and written communication.
• Comfortable communicating with senior leadership, vendors, and staff.

· Organizational Abilities

• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.

· Other Requirements

• Availability to work on-site.
• Must be results-driven with a strong sense of accountability.

To Apply: Please submit your resume and a brief cover letter detailing your relevant experience and why you’d be a great fit for this role to jose@thecoastalproject.com.

We look forward to hearing from you!

Job Type: Full-time

Pay: $50,000.00 per year

Schedule:

• 8 hour shift

Work Location: In person

Salary : $50,000