Operations Manager at Village Realty Holdings, LLC in Nags Head, North Carolina

Job Description:

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.