Our client is shaking up the corporate accommodation industry, they're a disrupter in the property industry. With a portfolio spanning Australia's major capital cities, New Zealand, UK & Ireland, this tech-driven business is redefining what modern corporate stays look like, putting traveller well-being, convenience and sustainability front and centre.
With very strong performance, loyal customers, and consistent expansion, they're now entering their new phase. If you're looking to be part of a forward-thinking organisation at a defining moment in its journey, this is a rare opportunity not to be missed.
Benefits and Perks
* Employee, friends and family discounts within the business
* 1 day work from home day
* Mental Health and Volunteer days
* As the company grows, this role will provide plenty of room for career growth and progression
* They're a social bunch and strive to have a fun, friendly work environment
* Pet friendly offices!
The Director of Operations is responsible for delivering outstanding guest experience. Reporting to the GM and working alongside the National Housekeeping Manager, this role leads a team of Operations Managers nationally, ensuring business standards are consistently met, improved, and evolved.
You will drive the Global Guest Experience strategy, delivering measurable improvements in guest satisfaction while keeping service delivery cost-effective.
You'll bring a can-do attitude and a willingness to get hands‐on and pitch in where needed, never hesitating to step in and get things done.
Please note this role involves national travel 1 to 2 times a month.
Responsibilities
* Execution of Global Guest Experience Playbook
* Localise and implement the Guest Experience strategy and SOPs across cities / regions
* Analyse feedback and action continuous improvement initiatives
* Get hands‐on in developing and adapting regional Guest Experience strategies, working closely with local teams to address market nuances, resource models, and service standards within the broader global framework.
* Directly lead and develop the 6 current Operations Managers
* Lead by example and be hands on to help with day to day tasks when necessary
* Establish a high-performance culture with clear metrics, regular coaching, and team development plans (build the Operations 'A-Team')
* Plan resourcing based on forecasted growth and property volume
* Identify and implement initiatives to improve team efficiency, managing costs relative to units under management and occupied room nights.
* Review and streamline workflows to reduce inefficiencies, minimise manual processes, and support scalable regional team structures.
Country-Level Priorities & Projects
* Identify key guest experience opportunities at a national level (e.g. communication gaps, service recovery, onboarding)
* Lead cross-functional projects to uplift performance while maintaining efficiency; including roll‐out and continuous improvement of Salesforce Field Service product to region
* Build and maintain relationships with key stakeholders, including the Global Guest Relations team, property partners, and suppliers as you need to align Guest Experience with business objectives and uphold service standards.
* Act as an escalation point for Operations Managers in each region
Quality Control & Continuous Improvement
* Own the execution of the national quality control program, including unit audits, housekeeping inspections, preventative maintenance and SOP compliance
* Analyse guest feedback (NPS, reviews, surveys) to proactively address trends
* Set and monitor cost benchmarks and quality KPIs in line with financial goals
* Regular on site checks and getting involved with the team and being present across all markets to do in person audits and follow ups – this includes monthly travel nationally
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