Director of Operations – Australia
Sydney
Full time position
$130,000 - $145,000 plus superannuation per year
About The Business
Urban Rest is a fast-growing challenger in the corporate accommodation space with properties across most major Australian capital cities, New Zealand, London and Dublin. We are a technology enabled business disrupting a stagnant sector with a unique focus on traveller well‑being and sustainability. We have experienced rapid growth, strong customer loyalty and success expanding in Australia over the last eight years and are now going through a period of rapid scale‑up and global expansion, offering the chance to join a growing business at a pivotal stage of growth.
Benefits And Perks
* Employee, friends and family discounts at Urban Rest properties
* A flexible work from home day
* ME Day’s and Volunteer days available per year
* Regular team socials and events
* As the company grows, this role will provide plenty of room for career growth and progression
* We’re a social bunch and we strive to have a fun, friendly, and collaborative work environment
* Pet friendly offices in Surry Hills, close to public transport
About The Role
The Director of Operations (Australia) is a senior operational leader responsible for delivering outstanding guest experience outcomes across Australia. Reporting directly to the General Manager (Australia), this role leads a high‑performing team of Operational Managers, and Field Staff, ensuring Urban Rest’s service standards are consistently met and evolved in line with our global brand promise. You will be accountable for executing the global GX playbook within your region, driving measurable improvements in guest satisfaction (NPS), and ensuring service delivery remains cost‑effective. A key focus will be leading strategic and tactical initiatives to lift quality, streamline operations, and build a resilient, customer‑focused GX culture, whilst also willing to get amongst it and roll your sleeves up to jump in and assist when needed.
Responsibilities
* Execution of Global GX Playbook
* Localise and implement the Global GX strategy and SOPs across cities / regions
* Collaborate with the Global GX function to analyse feedback and action continuous improvement initiatives
* Formulate and adapt region‑specific GX strategies that reflect the broader global framework while addressing market nuances, resource models, and local service standards
* Ensure consistency in execution, while flexing for local market nuances
* Team Leadership & Performance
* Directly lead and develop city‑level Operations Managers
* Lead by example and be hands on to help with day to day tasks when necessary
* Drive recruitment, onboarding and performance management in line with Urban Rest’s standards
* 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 deliver efforts to improve team efficiency, managing team cost as a function of units under management and occupied room nights
* Regularly review and streamline operational workflows to eliminate inefficiencies, minimise manual processes, and support scalable, regionally adaptable team structures
* Country Level GX Priorities & Projects
* Identify key guest experience opportunities at a national level (e.g. communication gaps, service recovery, onboarding)
* Lead cross‑functional projects to uplift GX performance while maintaining efficiency; including roll‑out and continuous improvement of Salesforce Field Service product to region
* Work closely with Global Guest Relations team to maintain service and communication standards with a focus on proactive guest experience
* Develop relationships with key partners, including key property partners and suppliers, to ensure alignment of Guest Experience with business objectives and facilitate execution of building level initiatives. Act as an escalation point for Operations Managers in each region
* Partner with other functions (e.g. Property, Revenue, Technology) to ensure an integrated customer journey
* 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
Key Metrics & Scorecard
* Country NPS: Target 65+ NPS country wide and Maintain or improve NPS per quarter/year
* Country COGS per Occupied Room Night: Maintain or reduce within established benchmarks
* GX Team Cost per Unit Under Management: Align team size and structure to productivity targets
* SOP Compliance / QC Pass Rate: Minimum 90% compliance via audit program
* Team Engagement & Retention: Regular team eNPS tracking; reduce avoidable attrition
* Project Delivery: Deliver country GX initiatives on time and within scope
What We Look For
* 6+ years’ experience in hospitality, property, or service‑based operations, with a strong track record leading multiple assets or locations. Ideal for an established multi‑site or Area General Manager ready to move into a broader, national leadership role
* Proven experience leading regional or multi‑city teams in a guest‑facing environment
* Strong understanding of cost control, service design, and customer satisfaction metrics
* Proven experience in multi‑site operations, ideally across cities or regions
* Familiarity managing P&L responsibilities, covering both Opex and COGS, alongside a solid understanding of compliance standards
* Natural coach and leader, capable of motivating frontline teams through change and growth with a hands on approach
* Data‑driven and operationally minded – able to balance guest delight with cost efficiency
* Clear communicator with strong written skills and a proven ability to collaborate effectively across cross‑functional teams
* Willingness to travel domestically
Diversity & Inclusion
At Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself.
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