Operations Manager

The Operations Manager for the Property Services is responsible for overseeing the maintenance, housekeeping and pools & spas services for vacation rental properties, ensuring exceptional quality, efficiency, and client satisfaction. This role requires hands-on leadership, financial accountability, a strategic approach to operational planning and close collaboration with other departments, including Owner Relations and Guest Services, to deliver a superior guest and homeowner experience. This is a non-remote position, with office based in Nags Head, NC.

• Oversee the operations of maintenance, housekeeping, and pools & spas departments ensuring timely and high-quality service. This includes but is not limited to managing financials and growth.
• Manage a team of 30 associates including managers, housekeepers, inspectors, office admins, maintenance and pools & spas technicians and 3rd party vendors.
• Lead, motivate and manage property service teams, ensuring each member understands their roles and responsibilities.
• Assist in creating and managing budgets, ensuring expenses remain within budgeted limits.
• Full P&L responsibility under the guidance of the GM.
• Generate regular reports on departmental financial performance, including metrics for turnaround times, guest satisfaction and team productivity.
• Develop and implement policies, procedures and best practices that improve efficiency, reduce costs and enhance service standards.
• Conduct regular property inspections to monitor quality, identify issues and ensure compliance with company standards.
• Conduct staff performance reviews, provide constructive feedback and set individual and team goals aligned with departmental objectives.
• Develop and maintain strong relationships with third-party vendors, contractors and service providers to ensure quality and cost-effective support for property services.
• Regularly review and update housekeeping, maintenance and pools & spas protocols to align with industry best practices.
• Oversee and manage compliance with relevant health, safety, and environmental regulations.
• Track and analyze expenses to identify cost-saving opportunities and operational efficiencies.
• Collaborate with Owner Relations and Guest Services to address maintenance or housekeeping requests, promptly resolving any issues.
• Respond to guest and homeowner feedback, managing complaints and implementing solutions to prevent recurring issues.

QUALIFICATIONS:

• Highschool diploma or GED equivalency
• 5 years of experience in property management or hospitality services, with at least 2 years in a managerial role.
• Strong understanding of housekeeping, maintenance, and pools & spas operations.
• Strong interpersonal skills with the ability to work effectively at all levels of management and with subordinates.
• Excellent organizational, problem-solving and analytical skills.
• Ability to work independently and as a member of various teams.
• Commitment to excellence and high standards.
• Ability to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Proven ability to handle multiple projects and meet deadlines.
• Ability to resolve issues effectively and develop proactive solutions.
• Ability to perform the physical labor necessary.
• Ability to use systems and tech such as Track, Breezeway, Microsoft Office and others.
• Ability to be available after business hours and on days off as needed to support the business.

As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application.

https://surveys.cultureindex.com/s/LYGw6VIQ1B/100934

Village Realty is a local property management, vacation rental and real estate sales firm managing over 700 exceptional Outer Banks rental properties, spanning from Corolla to Nags Head, as well as Manteo and Hatteras Island. Our mission is to create memorable and consistent experiences for our clients and customers and provide a rewarding environment for our employees.