Operations Manager

BASK Away is a leader in providing exceptional short-term vacation rental experiences. We manage a diverse portfolio of properties in stunning locations, ensuring every guest enjoys an unforgettable stay. Join our team and help us deliver unparalleled service and quality.

Position Overview:

As an Operations Manager at BASK Away, you will play a critical role in managing our property operations, ensuring seamless experiences for guests and maintaining high standards of service through effective partnerships with local vendors. Your primary responsibilities will include overseeing quality, managing vendor relationships, acquiring new properties, and optimizing guest experiences.

Key Responsibilities:

Vendor and Partner Management:

• Oversee partnerships with key service providers, ensuring timely and accurate information is communicated for guest check-ins and check-outs.
• Maintain and foster relationships with additional partners, such as local golf cart and beach equipment rental companies, and concierge guest experience providers.
• Produce and deliver weekly reports to partners, ensuring they are informed and equipped to deliver scheduled services efficiently.

Quality Assurance:

• Develop and enforce the “BASK Away Standard” for service quality, focusing on cleaning, linens, home amenities, and guest experiences.
• Conduct regular inspections to ensure compliance with quality standards and ensure that we are delivering on excellence.

Homeowner Acquisition and Onboarding:

• Engage with prospective homeowners to assess properties for our rental program and discuss the benefits of partnering with BASK Away.
• Coordinate property onboarding, including photoshoots, listing creation, and homeowner orientation, to ensure properties are ready for guests.

Guest Experience Optimization:

• Support strategies to enhance guest experience, including personalized welcome packages, local area guides, and streamlined check-in/out procedures.
• Monitor and analyze property performance, providing regular reports to homeowners on guest feedback.

Technology Implementation:

• Implement and manage the Breezeway platform to optimize scheduling and communication between partners and the BASK Away team.
• Certify inspectors in using Breezeway and ensure it becomes the primary tool for maintenance and service coordination.

Guest Damage and Safety:

• Oversee the insurance claim process for guest damage through our provider, Safely, ensuring timely resolution and closure of claims.

Project Management:

• Assign and approve work to partners, maintain regular checkpoints, and communicate updates to the BASK Away team.
• Ensure accurate posting of charges and maintain open communication with homeowners about service costs and property maintenance.

VIP Support:

• Develop strong relationships with homeowners and assist in ensuring a VIP experience for them and their guests.
• Provide recommendations and support for guest special requests, aiming for 5-star reviews and repeat bookings.

Year-End Reviews:

• Conduct year-end property walk-throughs to assess inventory levels and recommend improvements or upgrades based on guest feedback.

Experience & Skills:

• Strong and professional communication skills, both written and verbal.
• Exceptional administration and organizational skills.
• Ability to provide constructive feedback to third-party vendors.
• Excellent interpersonal skills to build relationships with team members, management, owners, and guests.
• Proficiency in computer software and willingness to learn new programs.
• Experience in hospitality or startup environments is a plus.
• Ability to work independently and collaboratively as part of a team.
• Proactive and flexible approach to job duties and problem-solving.
• Strong customer focus and attention to detail.
• Ability to multitask and exercise good judgment.

Work Hours:

The role requires flexibility, with a typical workweek of 40 hours. Weekend availability (Saturday and Sunday) is crucial during peak seasons from April to September. Outside of peak periods, work hours offer flexibility, with opportunities to work from the office or home.