About Heirloom
Heirloom is a leading builder and operator of large-format, luxury transient lodging on the national level. Our unique focus on providing word-class accommodations to discerning groups of travelers in premier travel destinations, combined with a tech-enabled and data-driven business strategy, has allowed Heirloom to quickly carve out a unique space for itself within the highly competitive and rapidly evolving luxury hospitality construction and rental industry.
General Overview
The Hospitality Operations Manager is responsible for the ongoing care and maintenance of Heirloom’s physical property assets. The Hospitality Operations Manager works as part of the Property Operations Department and reports directly to the New Orleans General Manager. Each Hospitality Operations Manager will be assigned a specific subset of the New Orleans portfolio to care for. Performance for this role is measured using guest review scores, utilization, and opex costs.
Essential Functions
- Schedule and conduct routine property walkthroughs.
- Execute on Heirloom’s walkthrough checklist for both arrivals and departures.
- Conduct routine tasks (light bulb/battery changes, basic repairs, etc.)
- Address punch list items, as needed.
- Be a communication liaison between the neighborhood and Heirloom’s internal teams.
- Provide Heirloom guests with world class customer service experiences.
- Ensure Heirloom is fulfilling all contractual obligations related to operating the facility.
- Work collaboratively with department leadership to streamline Heirloom’s property management practices.
- Coordinate and oversee regular preventative maintenance appointments (HVAC, pest control, pool/hot tub maintenance, elevator, landscaping, etc.).
- Ticket maintenance requests in accordance with company protocol. Dispatch housekeeping and maintenance, as needed. Manage warranty work, as needed.
- Works collaboratively with:
- Housekeeping to complete consumable supply restocking
- Guest Communications to assist with on-site guest response, as needed: lockouts, troubleshooting, customer service.
- External vendors: laundry, trash, housekeeping, HVAC, plumbing, pools, etc.
- Marketing and guest communications to solicit guest reviews.
- Special projects, as assigned.
Schedule & Compensation
- Base salary is $50,000 – $55,000
- The Hospitality Operations Manager role is a full time position based in New Orleans, LA.
- Hospitality Operations Managers may be assigned to a singular site, a grouping of similar locations, or for broader market coverage. Property caseload may be subject to change.
- The work schedule is created to service business needs. The department work schedule is published on a weekly basis.
- Availability on Thursdays, Fridays, and Saturdays between 11 am CST and 8 pm CST; Sunday and Monday between 9 am CST and 6 pm CST is required.
- Availability on weekends and holidays will be required
- After hours bonus pay options are available
Requirements
Requisites
- 2+ years of experience with multi-unit property management
- Experience managing maintenance technicians and 3rd party facilities service vendors.
- Hospitality, construction, and/or facilities experience is strongly preferred.
- Valid driver’s license, access to reliable transportation to and from work, and upstanding driving record
- Capable of climbing stairs, ladders, able to lift up to 50lbs comfortably.
- Polished customer and client facing communicator.
- Comfortable using cloud-based applications and digital tools to manage daily workflow.
- Proactive approach to problem solving (critical thinker), resourceful.
- Exemplary planning, multi-tasking, and time-management skills
- Comfortable working independently and self-directing