Operations Coordinator
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Operations Coordinator

HiGuests Dubai

Posted

Expired

Operations Coordinator

About the job

Hello HiGuester, nice meeting you!
We are a thriving start up, growing super fast, and looking to hire enthusiastic experts in the hospitality sector. We want rising stars that believe in our project, in our vision, to become the leading rental management company in the Middle East and India. We are looking for people to add value, take part in our journey and building a tech enabled services giant.

HiGuests manages form A to Z the whole experience of the Host and the Guest. From designing and furnishing to publishing the listings in different portals like Airbnb, Booking.com or Expedia to welcome the guests in each city to make sure they enjoy an unforgettable stay in our apartments.

HiGuests has been awarded top 20 tourism in the world by the UNWTO, top 5 rising start-up in Barcelona by ACCIO and we secured investment from reputable and knowledgeable experts in tourism, real estate and travel.

We are looking for a motivated and organized Operations Coordinator to ensure a smooth daily procedure and guest satisfaction, as well as, assist Operations Manager in implementing improvements and procedures.

Main responsibilities:

Property management
• Have an overview of the daily occupancy, arrivals, departures, traces and important guests in house
• Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement
• Oversee Laundry Operations
• Operate within departmental budgets through effective stock and cost controls and well managed schedules
• Follow up on stock count with Housekeeping manager
• Be aware of linen usage
• Managing and overlook daily operation

Customer service
• Offer guest activities and other services before and during their stay with the support of your team
• Supply guests with directions and information
• Supervise the answers and records of guest requests, questions, or concerns
• Supervise and follow up with Agents to ensure guests' satisfaction
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others, in a polite and professional manner
• Follow up on Agents assigned guests, their complaints and on the service recovery
• If needed, communicate with guests in order to meet their expectations and to gather preferences
• Coordinate with other departments to help the guests and make sure to anticipate their needs in advance
• Keep track of transportation arranged for guests/visitors
• Handle guest complaints in a polite and professional manner
• Follow-up on guest complaints and on the service recovery
• Follow up on guest experience
• Handle, record, organize and report daily reports for complaints, requests, theft and damages by guests
• Report daily reports for complaints, theft and damages by guests to the Booking department and provide photos, invoices, receipts and other related documents for each case.

Employee Relations
• Supervises all areas of the Operations department in the absence of the
Operations Manager.
• Assist at setting departmental targets and objectives, work schedules, budgets, and policies and procedures
• Assist in the weekly briefings to the team to insure an up-to-date knowledge of all apartment categories and amenities
• Manage staff performance issues in compliance with company policies and procedures
• Assist in the recruitment, management, training and development procedure of the Operations team
• Assist in controlling the bonus or penalties to apply on the Operations team
• Monitor the appearance, standards and performance of the Operations team
• Assist in scheduling ongoing trainings for room attendants on SOPs, safety and security and chemical usage
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Administrative tasks
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Assists in ensuring that communication meetings are conducted and post-meeting minutes generated
• Assists in ordering and purchasing stock based on the demand per property
• Maintain good communication and work relationships in all areas and with external customers and suppliers
• Ensure that all reports, task sheets, etc., are filed accordingly
• Assist other departments wherever necessary

About you

Experience
• Experience working in a 4-5 star hotel environment.
• A minimum 2 years of a similar position
• Experience in data analysis
• Previous working experience in the Middle East is beneficial
• Pre-opening experience is beneficial
Skills
• Fluent in English
• Excellent Excel skills & analytical thinking
• Leadership skills to effectively manage and motivate the team to achieve high level of perform and exceed targets
• Organizational, budget management, and problem-solving skills
• Strong communication skills
• Commercial awareness and cost control capabilities
• Committed to delivering high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a range of different work situations
• Familiar with Property Management Systems
  • Language required: English. Arabic, Hindi, and Russian are a plus

The company

The HiGuests family started when two friends from Barcelona realised the huge amount of hassle arranging all the logistics of renting properties on Airbnb. The HiGuests family work hard and are passionate about taking care of your home as though it were our own. Our customers will not be aware of the process, and we will ensure your guests enjoy the best stay possible.

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Expired

Operations Coordinator

Dubai, United Arab Emirates

Full-time, Indefinite

Start Date:

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