Description
COMPANY OVERVIEW:
Patriot Family Homes is a fully integrated short-term rental company that is proudly Veteran-owned and operated. The majority of our teams work from a remote setting but we are headquartered in Chattanooga, TN. We currently have 60 employees that manage a portfolio of over 550 short-term rentals.
POSITION SUMMARY:
The Market Operations Manager leads our frontline team and represents the PFH business in the market to ensure a guest's stay is delivered as expected. A Jack of All Trades, our Market Operation Managers are resourceful, hard-working, personable, and great at applying common sense solutions to ensure guest satisfaction while remaining cost-conscious. They've never met a problem they can't solve, and no guest - no matter how tired or cranky- can ruffle their feathers. They know how to secure resources and support from our corporate functions and advocate for the needs of our market team. Our Market Operations Managers combine hospitality with home ownership. No job is above or below them, no task is too big or too small. They work hard, know how to leverage technology, delegate out what they can't figure out themselves, and still keep hospitality at the core of all they do.
RESPONSIBILITIES:
Duties and Responsibilities:
- General Management:
- Oversee cleaners, operations specialists, and maintenance techs
- Effectively partner with third-party vendors.
- Establish and maintain open, collaborative relationships with team members and leadership team.
- Address and resolve performance and personnel problems, adhering to company policies.
- Ensure overall guest satisfaction.
- Manage a budget for your portfolio, adhering to set annual costs, with the ability to perform a cost-benefit analysis.
- Represent the company’s interests in the market and raise needs/issues that corporate teams can help address.
- Operational Tasks:
- Travel frequently between worksites using reliable transportation
- Perform light home maintenance (light bulbs, change filters, fix door hinges, unclog a toilet, etc.).
- Maintain PFH standard unit appearance, correcting any inconsistencies.
- Ensure Owner closets are stocked with predetermined amounts of supplies.
- Schedule and oversee maintenance tasks, ensuring timely completion and quality standards.
- Schedule and oversee cleaning inspections, ensuring timely completion and quality standards.
- Inspect lawn tasks and ensure completion by vendors.
- Hold vendors accountable for their services and meet inspectors as needed.
- Respond to guest communication team, particularly for tier 3 and 4 issues.
- Ensure all cleans are scheduled and performed to standard.
- Perform necessary inspections: long-term reservations, onboarding, and offboarding walkthroughs.
- Closeout assigned tasks according to their priority timelines.
- Maintain and update inventory sheets.
- This is a 24/7/365 hospitality business, and emergencies that require you to respond on the phone or in person on nights, weekends, and holidays will be included.
QUALIFICATIONS:
Required Skills and Abilities:
- Maintaining the homes by building and leading a reliable team of staff (both full-time and contractors) in the market
- Must be a self-starter and able to recognize need before a task is assigned to meet guest expectations or team member support
- Attention to detail is critical: must understand and ensure PFH brand standards for maintenance and cleanliness are delivered, with open issues documented and reported to drive for resolution.
- Excellent communication skills, including communicating messages clearly and empathetically and fluency in written and spoken English, are required.
- An active listener who can think quickly and critically under pressure, both with guests if issues arise and with employees/vendors
- Able to confidently solve complex problems while maintaining customer satisfaction and controlling costs
- Work across corporate teams, including Development, Renovation, Guest Experience, HR, and Legal, to both represent the company’s interests in the market and raise needs/issues that corporate teams can help address.
- Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency
- Must be comfortable working in multiple locations and properties on any given day
Education and Experience:
- At least 5 years in hospitality operations, military leadership, service industry, or related business
- Experience in property management or property ownership
- Posses a valid Driver’s License and reliable transportation
- Team player with a positive attitude who can work independently
Logistics and Benefits:
- 20-mile proximity to the assigned market is required
- Base salary depends on the candidate's experience level and fit
- Benefits include healthcare, PTO, and a 401K program
COMPENSATION & BENEFITS:
Annual Salary: $50,000 - $60,000
Benefits:
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Life insurance
- Dental insurance
- Vision insurance
- Retirement benefits or accounts
- Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
- Long-term disability insurance
- Short-term disability insurance
- Workplace perks such as recreation activities, food and coffee, and flexible work schedules
- Employee recognition programs