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Accommodation and Hospitality Manager

4 months ago

Sydney, Australia ROUNDABOUT VENTURES PTY LTD Full time

**Purpose**

This role supports our property management and operations team. Your time will be spent on the road visiting properties, completing inspections, and looking after L’Abode Accommodation guests and our luxury homes in order to make for a great guest experience. It’s your job to ensure our properties meet the expectations of our guests and that our properties are well maintained, clean, and have everything you would expect as a discerning guest.

You will have varied tasks, working with our Operations Manager; working as part of a team to ensure a perfect execution of all maintenance and property management tasks, always ensuring our agreed reaction times are met in the most cost-efficient way possible.

Ultimately the right person for this role will be like us - customer-focused team players who are innovative, ambitious, trustworthy and always striving for excellence.

**Role’s Duties and Responsibilities**:

- Responding to the operational tasks on the road in our properties
- Accurate scheduling of maintenance contractors to attend our properties
- Detail-intensive investigations of damages caused to homes
- Assisting teammates when delegated various tasks such as home operations checks, meet and greets with guests, guest ready inspections, entry and exit inspections in our properties to name a few.
- Arranging emergency cover for urgent issues when they arise
- Flexibility to support manager and team on discrete projects/ ad hoc tasks as required

**Required qualifications and experience**
- Two years' experience within working within a high-performing sales or customer service team
- At least a Certificate IV in Hospitality
- Confident and charismatic with strong verbal communication skills
- Property Management background
- Experience in optimising the performance and delivery of operations
- Holder of a driving licence

**Other Responsibilities**
- Comply with reasonable directions given to you by the Employer
- Act faithfully, honestly and diligently at all times

**The Specifics**
- This role is a full time, permanent role based in Eastern Suburbs of Sydney, a driving licence and a car is required.
- On call for guests if issues are escalated
- Stepping in and helping for any specific questions the offshore team have
- Owner/ guest resolution when issues are escalated
- Overseeing prices and overseeing specials - adjusting if need be or actioning
- Three step guest complaint policy. Complaint comes in, VA’s deal with this, if the guest is still unhappy, help with the VA’s response, should the guest still be unhappy, you need to step in
- Payouts - check any deductions and make sure they are charged to guest or refunded back to the owner or L'Abode Accommodation
- Reviews: Make sure you’re keeping an eye on reviews and respond to any badones. We’re aiming to have 4.8 stars. We’re currently 4.62.
- Property Management
- Repairs and maintenance overseeing this aspect of the business and maintaining and following through including followups - this can involve the owner.
- Preparing quotes, and invoices and overseeing the work carried out on maintenance on our whole portfolio.
- Managing and overseeing and maintaining relationships with our cleaners and the cleaning team
- Attending new property photoshoots
- 3 monthly inspections
- Condition reports, guest ready inspections
- Completing guest ready’s for new properties and those that are only available during certain times of the year
- Coordinating quarterly inspections
- Possible city visits - Brisbane, Melbourne, Tasmania
- Dispute resolution
- Meet and Greet
- Overseeing reviews and feedback from guests
- Cleaning quality checks
- Providing guests with the best experience and being the leaders in the industry of the guest experience.

**Location**:The position will be based at Level 14, 275 Alfred Street, North Sydney Sydney, NSW 2060

**Reporting to**: Business Manager

**Salary**: From $90,000.00 per year

Work Location: In person

Application Deadline: 30/03/2024