Operations Supervisor (Housekeeping & Maintenance)
JORNADA: Completa
SALARIO: 18.000-24.000
About Boundless
Boundless empowers remote workers to experience - with their families - the nomad lifestyle many people without children have been enjoying for years. It creates a complete "live abroad" immersive experience for families looking to get the most of what the digital age and the world can offer.
Through premium kids-friendly lodging, a cutting-edge education system that follows the children wherever they go, Boundless brings together a community of like-minded families who want to explore the planet while working remotely and having a positive impact on their lives and the world.
Role Overview & Introduction to Hospitality Operations
This is a locally based role, as such you are required to live in the specific city or nearby. Your main role is to provide the best experience possible to our families through first class service and a positive ‘can do’ attitude. We are an inclusive company and look for team members that actively involve themselves in our community of team members and families. Building strong relationships with team-members and families is very important to us.
Vision & Mission
Our vision is to provide warm, first class service to our families making them feel at home wherever they follow the Boundless journey.
Your mission is to support the communities living by ensuring a first class product and outstanding service is provided by all teams.
What You Get
- Trust in you and your workmanship and expertise
- A fair salary package for your local destination
- Opportunity to participate in profit sharing and stock options plan
- Training by industry experts
- Opportunities for personal growth and learning
- Paid holidays to the legal local amount, plus public holidays
- Time-off and opportunity for volunteering
- Freedom to be creative and innovative in your practice
- Discounted accommodations and amenities
- Meal during the day
- We will provide you with training, guidance and on-going support within your role.
About the role
1. Build and manage a team and processes for housekeeping
- Identify a 3rd party partner to work with on housekeeping to ensure health and safety and training matters are adhered to
- Build and manage housekeeping processes / SLA i.e. weekly cleaning tasks vs monthly
- Establish processes to evaluate the quality of work
- Identify products to be used for housekeeping in collaboration with the global operations team
- Manage product supply for housekeeping
2. Build and manage a team and process for Hub upkeep
- Identify upkeep required at the Hub
- Identify team / personnel required to support upkeep
- Set and manage processes re upkeep
- Identify, set and manage supply of things upkeep in collaboration with the Community Coordinator. E.g. fruit
- Support and manage access to Hub via smart locks
3. Build and manage a team and process for laundry
- Identify a 3rd party partner to work with on laundry
- Build and manage laundry processes
- Establish process to evaluate quality of work
- Review and manage the laundry pricing with the 3rd party partner, if costs are not.
4. Build and manage a team and processes for maintenance across all assets
- Build and manage maintenance processes.
- Establish process to evaluate quality of work
- Coordinate with the rest of the team re requests coming through
- Develop and ensure implement the PPM for the Boundless life properties in Homes, Hubs & Education
- Review / attend to tickets / requests assigned to respective teams
- Communicate with guests in a timely manner to address requests and schedule apartment visits.
5. Manage cohort apartment turnover + new apartment setup
- Maintain inventory list of apartment items
- Build and manage apartment check-in and check-out process and checklists
- Review and manage damages (apartment appt, comms to family, comms to finance). Charge as per the check out charging process
- Schedule cleaning required
- Ensure apartment is fully furnished (furnishings and consumables)
- Ensure welcome package is prepared and available for check-ins
- Review apartment maintenance and address any issues
If new apartment: ensure furniture is ordered, received and mounted in cooperations with Stock Controller and global procurement team
If new apartment: ensure all soft goods are prepared for the first arrival
If new apartment: implement preoccupation schedule to ensure the apartment is slept in prior to any members to ensure issues are detected and resolved ahead of guests experiencing the apartment
If new apartment: ensure utilities are set-up
If new apartment: ensure key copies are made
- Ensure all new inventory for the apartments are managed to within the budgetary limits
6. Set and / or manage procurement partnerships in cooperation with global operations team.
- Identify procurement partnerships required. Partnerships include: linen, towels, F&B supply to Hub
- Support and liaise on building services for guests that tie back to Operations.
- Identify services that can be offered to customers, if not already included
- Liaise with partners and Community Team on setting up offering, pricing and contract for additional housekeeping services.
- Identify the process to execute on the ad-hoc services to be offered, e.g. laundry, cleaning, massage services.
- Establish processes to evaluate quality of work.
7. Support the building of sustainable practices where possible.
- Identify and implement opportunities where sustainable practices can be implemented.
- Identify and leverage more sustainable products we can supply for our spaces / homes.
8. Standards and Processes Champion for its Operations discipline
- Establish and manage the local Google Drive Folder that obtains all necessary information on standards and processes for the different areas within your location and teams
- Establish/Manage/Update all Standard Operating processes (Playbooks) and Chapters (Manuals and Checklists) for your areas to ensure a business continuity is given at all times and a consistent service and work ethos is in place
9. Financial Management
- Have a very good understanding of all P&L processes and the financial performance of the Housekeeping/Maintenance discipline.
- Have a sound understanding of the financial impact of all other areas within the location and support the General - Manager as necessary to support this requirement.
- Show a keen interest in the overall member satisfaction of the location and support ways to increase member satisfaction at all times.
- Ensure you understand and implement the necessary payroll requirements for the Housekeeping & Maintenance function.
- Ensure all costings for incremental revenues are completed accurately.
Qualifications/Requirements
- Minimum 3 years of experience as an operations manager within a hospitality company.
- Experience in the hospitality industry with customer interaction.
- Excellent interpersonal, communication and decision-making skills.
- Great organisational skills to manage the volume of requests received.
- Experience in managing teams and 3rd party services.
- Having direct experience in housekeeping and maintenance issue resolution.
- Creativity to seek, encourage and find options as well as new approaches to ensure customer satisfaction.
- Enjoys solving complex puzzles and is resourceful when the answer is unknown
- Enjoys working in a fast-paced, startup environment
- Ability to manage multiple projects at the same time and prioritise deadlines
