Homestay Operation Executive

**About Us** We are a growing property management and homestay operator seeking a detail-oriented and guest-focused Homestay Operations Executive. This role is crucial in ensuring seamless experiences for our guests while maintaining the highest standards of property management and operational efficiency. **Position Overview** The Homestay Operations Executive will oversee the day-to-day operations of our homestay properties, ensuring exceptional guest experiences while maximizing operational efficiency and property performance. **Key Responsibilities** **Guest Experience Management** - Coordinate guest check-ins and check-outs - Respond promptly to guest inquiries and requests - Handle guest complaints and conflicts in a timely and professional manner, working with relevant teams to resolve issues. - Ensure all guest touchpoints meet our service standards - Collect and act on guest feedback **Property Operations** - Oversee property preparation between guest stays - Coordinate with housekeeping team for turnover cleaning - Conduct regular property inspections - Manage inventory of supplies and amenities - Coordinate maintenance and repairs with relevant teams - Ensure properties meet safety and regulatory requirements - Monitor and manage inventory of essential supplies (e.g., toiletries, linens) and coordinate restocking to ensure all properties are fully equipped. **Team Coordination** - Coordinate with customer service & housekeeping staff for cleaning schedules - Liaise with the maintenance team for repairs and upkeep - Work with guest experience team for special requests - Collaborate with marketing team for property updates and photos **Quality Control** - Implement and maintain standard operating procedures - Conduct regular audits & inspections of properties to ensure compliance with company standards, and address any issues related to cleanliness, functionality, or guest feedback. - Ensure consistent service delivery across all properties - Monitor and improve operational efficiency * **Reporting and Administration** - Maintain accurate records of all operational activities - Prepare daily and weekly status reports - Track and report key performance metrics - Manage operational budgets and expenses **Required Qualifications** - Bachelor's degree in Hospitality Management or related field - 2+ years experience in hospitality operations or property management - Proven track record in guest service excellence - Strong problem-solving and decision-making skills - Proficiency in property management software **Technical Skills** - Property Management System (PMS) proficiency - Microsoft Office Suite (especially Excel) - Knowledge of scheduling and task management tools - Understanding of basic maintenance and housekeeping standards **Soft Skills** - Excellent communication and interpersonal skills - Problem-solving skills and ability to handle guest complaints and operational challenges. - Attention to detail and ability to perform quality inspections. - Strong organizational and time management abilities - Ability to work under pressure and handle multiple tasks - Detail-oriented with a focus on quality - Leadership and team coordination capabilities **Physical Requirements** - Ability to move around properties frequently - Capable of lifting up to 15kg when necessary - Valid driver's license and ability to travel between properties **Working Hours** - Full-time position (45 hours per week) - Willingness to work flexible hours, including weekends and holidays. - On-call availability for emergency situations **What We Offer** - Competitive salary package - Performance bonuses based on guest satisfaction scores - Professional development opportunities - Travel allowance for inter-property movement **Performance Expectations** **First 30 Days** - Complete comprehensive training on all properties - Learn and implement standard operating procedures - Build relationships with team members and key vendors **First 90 Days** - Independently manage daily operations - Implement improvements to operational processes - Achieve target guest satisfaction scores **First 6 Months** - Develop strategies for operational efficiency - Show measurable improvements in key performance metrics - Train and mentor junior team members **Key Performance Indicators (KPIs)** - Guest satisfaction scores (target: >4.8/5) - Average response time to guest requests (