Guest Operations Manager
Ukio
full-time
Posted on:
Location Type: Hybrid
Location: Milan • Italy
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Job Level
About the role
- Manage the guest operations from check-in to check-out which includes resolution of guest requests and complaints
- Ensure the cleanliness and high quality condition of the apartments
- Manage and coordinate with third party service providers (i.e. plumbing, electricians, house cleaning, painters, carpenters etc.) and the building administration
- Assist the sales team with some visits for the apartments for potential customers.
- Provide data-driven recommendations and process improvements to drive higher operational efficiency, customer service, and quality of stays
- Check-In
- Conduct regular check-in inspections to ensure the apartments meet or exceed quality and cleanliness standards
- Manage the guest´s access to apartments; key management and keyless access codes and communicate these with GX team
- Check-In Instructions: Assist the GX team when requested on details about the apartment and building entrance instructions.
- Manage welcome kits and cleaning essentials inventory
- Check-out
- Coordinate with housekeeping, maintenance and other teams to schedule tasks and ensure a timely turnaround between guest stays
- Replace all essential items and cleaning supplies in apartments in between guests
- Schedule and supervise the check-out cleaning of apartments
- Conduct check-out procedure
- Report and track the completion of maintenance and furniture replacement tasks that result from check-out
- Provide feedback to the design team about furniture quality
- Maintain oversight on expenditures and costs as an integral part of the guest operations responsibilities
Requirements
- You have 1+ years of operational and/or customer service experience in hospitality/vacation rental industry
- Previous experience using Property Management Systems
- Able to work from office but also out and around
- Valid driving license is a plus
- Hands on & resolutive attitude
- Comfortable working in cross-functional teams
- Fluency in English and Italian required
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Property Management Systemsguest operations managementcheck-in procedurescheck-out proceduresinventory managementdata-driven recommendationsoperational efficiencyquality controlmaintenance trackingcustomer service
Soft Skills
problem-solvingcross-functional teamworkcommunicationorganizational skillsattention to detailresolutive attitudecustomer-focusedadaptabilitysupervisory skillsinterpersonal skills
Certifications
valid driving license