The Operations Team connects the dots between guest services and maintenance. This is the team who will collate feedback from guests on any issues they might have and who will schedule checks and repairs with the maintenance teams. They will be at the forefront of any complaints and have to manage customer expectations – especially where repairs may not be immediate.

The Operations Centre usually comprises a team of administrators who will be overseen by an Operations Centre Manager (OCM).

Typical duties of an operations centre administrator will include:
  • Liaising with accommodation owners or reception in relation to customer maintenance needs/complaints, anticipated timelines for repairs and scheduling appointments for the work to take place
  • Logging jobs and entering them on the system
  • Assessing jobs to estimate parts and labour needed, obtaining quotes for work
  • Obtaining approval for the work from Heads of Department
  • Checking availability of parts and labour and ordering any parts needed
  • Allocating work to relevant teams/department
  • Reviewing scheduling across the teams to ensure seamless delivery
  • Processing insurance claims
  • Internal and owner invoicing
  • Scheduling planned accommodation maintenance checks
  • Processing safety checks and reports
Skills, Experience and Personality Needed
  • Excellent people and communication skills, both written and verbal – you’ll be liaising with a broad range of individuals and often in high pressure situations
  • Ability to work under pressure in a fast-changing environment
  • Excellent customer service skills
  • Solid administration and IT skills 
  • Ability to work to Service Level Agreements and Key Performance Indicators and work methodically with a high attention to detail
Benefits and Considerations
  • This is most definitely a full-time role, and some weeks will require longer than a 40-hour shift
  • Perks sometimes include subsidised food and access to leisure facilities.
  • It’s common to receive performance related bonuses throughout the year
  • The role is wide and varied – every day will bring different challenges and opportunities
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