Coordinador de Nuevas Propiedades

We are seeking a highly motivated and experienced Director of Hospitality Operations to join our vacation property management team. The Director of Hospitality Operations will be responsible for ensuring that our guests have an exceptional experience during their stay and that our properties are maintained to the highest standards of cleanliness and upkeep. The ideal candidate will have excellent communication, organizational, and leadership skills, as well as strong attention to detail.

Responsibilities:
Manage customer service representatives and supervise their conversations with guests to ensure high-quality customer service is provided to guests. Schedule a weekly meeting with them to go over last week’s guests and create a schedule for the following week.
Work closely with the customer service team to ensure that owners and VIP guests receive personalized attention and are received with special details such as flowers, a bottle of wine, etc.
Respond to escalated guest complaints and resolve any issues that arise during their stay.
Train and mentor staff on best practices for cleaning and customer service. Help create a manual.
Schedule and supervise preventative maintenance work such as A/C maintenance, roof waterproofing, fumigations, etc.
Schedule and supervise deep cleanings of properties once every 2-3 months to ensure they meet the company’s standards.
Conduct surprise property inspections to ensure that the properties are maintained in excellent condition. Thorough inspections are required before every owner arrivals and VIP guests.
Monitor guest reviews and feedback to identify areas for improvement.
Create a monthly report on the performance of the properties, customer service team, and any maintenance or repair projects. This report should include key performance indicators such as occupancy rates, guest satisfaction scores, and maintenance and repair expenses.

Requirements:
5+ years of experience in vacation property management, hospitality, or related field
Strong leadership, organizational, and communication skills
Excellent attention to detail
Ability to work independently and manage multiple tasks simultaneously
Experience with property maintenance and repair management
Knowledge of customer service best practices