What We Can Offer
CIRCADIAN manages a collection of fast-growing premium short-term rentals and mini-hotels!
We are one of the top Airbnb hosts in Vietnam, with a 5-star average rating and more than 2,000 reviews!
Our vision is to develop Vietnam's first home-grown hospitality brand of the future.
We’re looking for an operations manager to build out our team and processes. The goal is to exceed the expectations of each guest for each and every stay.
WHO WE ARE LOOKING FOR
If you are a hard-working, independent, CUSTOMER-FOCUSED problem solver, then this is the position for you.
Please note this is a FULL-TIME position.
WHAT YOU CAN GET
We offer a competitive salary as well as ample opportunity to earn performance bonuses.
You will have first-hand experience building and growing a business.
WHAT YOU WILL DO
Your first focus will be to manage the hosts, housekeepers and outside contractors. Secondarily, you will have the opportunity to help the business grow by setting up internal processes and through marketing and business development initiatives.
-Manage and lead the host team which is responsible for:
* Communicating with the guests via phone, email and chat
* Owning the reservations process from booking to checkin to checkout
* Checking rooms before the guest checks in and after the guest checks out
* Replenishing the consumables at each unit
* Coordinating with housekeeping to change the rooms and pick up and deliver laundry
* Responding to, troubleshoot, and resolve guest issues in a timely and positive manner
* Upselling additional services to the guest
* Collecting room payments and handling security deposits
-Manage the contract housekeepers to ensure rooms are changed on schedule and a high level of cleanliness for each stay
-Supervise the outside contractors to resolve maintenance issues and perform periodic upkeep of the units
-Purchase the consumables and other amenities as needed
-Performing periodic counts of company inventory
-Compile, monitor and analyze customer feedback and create action plans for improvement
-Record expenses and revenues and compile monthly reports for the owner
-Run social media campaigns (taking photos and creating posts)
-Assist with the renovation, setup and handover of newly acquired listings
-Other tasks as needed
-Hire, train and grow the team of hosts
-Design unique, clear and consistent standard operating procedures for guest interaction and customer service
-Develop internal processes, guidelines and checklists to ensure that guest complaints are minimized and guest satisfaction is maximized
-Consistently improve the company’s operational parameters over time including Airbnb star rating, maintenance incident frequency, cleanliness ratings, frequency of customer service issues, and customer response times
-Develop business relationships with other hospitality providers so we can cross-sell and upsell to the guest
-5+ years of experience with English-speaking guests (hotel or tourism experience a PLUS)
-Proficiency in English and fluency in Vietnamese
-Creative problem-solving skills and able to adapt to a fast-paced work environment
-Experience developing and implementing internal SOPs and training staff to follow SOPs
-Attention to detail in multiple aspects (creating reports, noticing defects at the property, and in communicating with guests)
-Have a strong commitment to ensuring the perfect guest stay
-Personable and outgoing. You must be PASSIONATE about interacting with guests from around the world
-A cool and calm demeanor, able to handle guest complaints with calmness and understanding
-Have an understanding of the local market (restaurants, cafes, events, etc.) so you can act as a concierge for the guest
-Experience compiling data into data entry software, generating reports and analyzing reports to create follow-up actions
-Comfortable with computers, internet, and online and mobile apps (experience with Airbnb, Booking, Agoda platforms a PLUS)
-Flexibility with working hours (there may be work in the evening or weekends depending on guest needs). This may also include dealing with guest issues at late hours