Operations Manager

Red Cottage Inc. has been offering a curated portfolio of dream-worthy vacation rentals in The Catskills and Hudson Valley since 2007, backed by superior customer service. We love living here, and it shows. With the area experiencing a surge in popularity as both a vacation and second home destination, Red Cottage has seen tremendous growth backed by a smooth-running operation. We’re ready to make a leap to the next level and are looking for a strategic hire to fill the post of Operations Manager. This person will have the logistical and management chops to guide/hire/train the property management and customer service departments to be able to accommodate this growth through increased staffing and more efficient systems. We have a small, dedicated team, who come to work with the goals of helping guests have the best Upstate experience possible, and for homeowners to achieve their occupancy goals without hassle. It is an upbeat atmosphere and any the hire for this position would have to exude that same vibe.

JOB DESCRIPTION

You're responsible for the day-to-day delivery of the quality experience for both guests and homeowners for which we are known. Your enthusiasm and organizational skills are evident as you lead your team to deliver superior service both on the ground in preparing houses for rent, and in our communication with both our guest and owner clients. Through effective management, you’ll guide your team to become more capable of handling various situations autonomously, but will be there to facilitate speedy resolution to issues, using in-house staff or strategic partners. We’re planning significant growth, which will require you to create and regularly evaluate systems and procedures, focusing on efficiencies and high-level service, while working within a budget. Anticipating seasonal and overall volume fluctuations in terms of staffing levels, hiring and training is an important part of maintaining smooth-running operations.

Team leadership is vital, especially as the group grows. You’ll establish targets and help co-workers achieve them. You'll also be a people leader, responsible for overall line management of permanent team members and overall responsibility for seasonal team members. As Manager, you'll also be aware of the evolving landscape for vacation rentals on the local municipality level, and develop strategic initiatives for working within them. 

It is important that you see the positive effect of using face-to-face communication in building strong client and staffing relationships, so there will be some degree of travel within our territory. And while our office is open 9-5, M-F, and it is our goal that the bulk of work can be handled during this period, this is hospitality, and making sure urgent matters are handled outside office hours may require your attention as Manager on occasion.


RESPONSIBILITIES

  • Maintain and facilitate a superior level of customer service for guests by working with the Reservations Department and Property Management department

  • Maintain and facilitate a superior level of customer service for owners by developing relationships and working with the Property Management department

  • Develop the Property Management department through hiring, training and overall management as growth stimulates structural and organizational expansion

  • Lead and motivate the team, setting goals and targets that are in line with the company’s overall strategy

  • Work with Sales & Marketing to put guest and owner feedback data to work to ensure customer service ratings remain high

  • See opportunities and work to implement new systems and strategies for improved efficiencies or new product

  • On-call duties

MUST-HAVES

  • Experience within operations and/or customer service

  • Hospitality experience a plus (high end/luxury even better)

  • Team leadership and management experience

  • Strong process skills with an ability to create efficient logistical systems

  • Exceptional organizational and communication skills, both written and verbal

  • Strong computer skills (Mac experience a plus)

  • Understanding that this can be a fast-paced, demanding position, where a can-do attitude and strong problem-solving skills are required

  • Calm under pressure

  • Ability to troubleshoot existing/potential issues related to house/property

  • Desire to be part of an upbeat group and to bring a positive vibe to the job

JOB TYPE: Full-time


**To apply, please send your resume to jennifer@redcottageinc.com


Regional Portfolio Manager

The Portfolio Manager is responsible for the overall smooth running of rental properties within a geographic region, managing the relationship with the owners and cleaners. They will expand the portfolio by fielding inquiries from prospective owners, and on boarding those that meet Red Cottage Inc.'s criteria. This is a part-time position for remote work. 

RESPONSIBILITIES

  • Fielding and vetting incoming homeowner inquiries.

  • On-boarding new homeowners.

  • Bringing new properties to "rental ready" status.

  • Creating and maintaining website listings.

  • Managing on-going homeowner relationships with friendliness and professionalism.

  • Keeping accurate and complete homeowner records on the online server.

  • Hiring, training and managing the Red Cottage Inc. cleaning staff.

  • Regular cleaning spot checks at houses. This will require a moderate level of driving.

  • Maintaining a resilient network of cleaners, caretakers and service providers.

  • Managing work orders, including coordinating cleaning and maintenance schedules with guest bookings.

  • Ordering supplies and ensuring that all houses are fully stocked.

  • Troubleshooting house issues in real time with guests and homeowners, as needed.

  • Creating and maintaining cleaning and property management manuals, checklists and systems.

  • On-call duties.

MUST-HAVES

  • Reliable transportation

  • Ability to communicate via email, text and telephone

  • Self-motivation to ensure the best possible house presentation for our guests

  • Independent working skills

  • Calm under pressure

  • Ability to troubleshoot existing/potential issues related to house/property

REFERENCES

Checkable references required.
Job Type: Part-time

**To apply, please send your resume and list of references to jennifer@redcottageinc.com


 Hospitality Cleaner

RESPONSIBILITIES

Cleaners are responsible for applying the highest standard of cleaning to each of the properties in Red Cottage Inc.'s portfolio. This includes but is not limited to: laundry, dishes, bed-making, vacuuming/sweeping, mopping, cleaning bathrooms, cleaning BBQ grills, cleaning fireplaces, restocking supplies and most importantly, providing Red Cottage Inc. with valued insights to avoid potential issues that may arise during each guest's stay.

MUST-HAVES

  • Reliable transportation

  • Ability to communicate via email, text and telephone

  • Self-motivation to ensure the best possible house presentation for our guests

  • Independent working skills

  • Ability to troubleshoot existing/potential issues related to house/property

  • Organizational skills

  • Internet access for online instruction and invoicing

  • Ability to provide photo documentation of damage to house and/or house possessions.

REFERENCES

Checkable references required.

**To apply, please send your resume and list of references to alexandra@redcottageinc.com