Operations Executive
About Us
Red Kite is a boutique Airbnb/holiday let management company operating in the rolling hills of the Cotswolds. We saw an opportunity to bring a fresh, modern and technology driven service to holiday letting. Our aim is very simple:
1) Deliver outstanding service to guests and owners
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2) Grow organically with quality (not quantity) homes
3) Use technology and personality to set us apart from the competition.
We have big plans to shake up the industry and expand our service to all inspiring homes and places throughout the UK.
The role
We are hiring our first Operations Executive, which is a critical role in this stage of our journey. As an early stage startup, you will help to drive proper processes, documentation and operational excellence across the business. You will have three main areas of responsibility: 1) listing creation and knowledge management 2) managing guest experience and 3) coordinating and resolving maintenance tasks.
We advertise our homes on Airbnb, Booking.com, VRBO etc so our properties need to stand out, tell a great story and really set expectations of the home, exciting potential guests and making owners proud. You will own all content for our homes - both external (what guests see online) and internal (think appliance make/models and pinpoint parking instructions).
Once the homes are live online, you will then communicate with our guests through our messaging software, phone calls and email. Guests often like recommendations on places to see, where is best to eat and you’ll be the one gathering this information and delivering outstanding service to them.
We have plans to hire guest support in GMT-5 and GMT+8 who you will also work closely with to ensure we’re available 24/7 for our guests. As our homes are booked frequently, maintenance issues do surface (loose toilet seats, door handles etc), you will be responsible for resolving these by booking our trusted network of contractors and seeing these through to resolution.
This role has three main parts to it:
Listing creation and knowledge management
- Create and manage all listing content for newly onboarded homes on Airbnb, Booking.com and VRBO - this includes:
- Writing attractive copy for the property to sell its best features to its target audience.
- Picking out and ordering the professional photography to tell its story on our listings.
- Attention to detail to the nth degree - ensure the home is exactly as advertised - High chair? Microwave? Parking? All amenities need to be synced up across all listings.
- Work with Photographers, Housekeepers, Maintenance Contractors and others to ensure the first booking (and all thereafter) goes smoothly.
- Complete home onboarding projects with speed, precision and the highest attention to detail.
- Ensure all our internal knowledge base systems are up to date with the home’s full information - boiler make/model, how to lock/unlock doors etc - everything that a guest might ask us about.
Managing guest communication
- Deliver excellent customer service to our guests via Email, SMS and Phone.
- Write up guest facing templates for each home - our recommendations on places to see in the area, where to eat and what to do.
- Implement guest feedback to improve experience for future bookings.
- Leverage technology and automation to work smart and add value to guest’s experience.
- Deliver outstanding service through a helpful, personable and professional tone of voice.
Coordinating and resolving maintenance tasks
- Working with our trusted network of maintenance contractors to resolve any issues in the home in a timely and cost effective manner.
- Ensure issues are resolved satisfactorily and all stakeholders are updated (owners, housekeepers and guests)
- Support home onboardings by ordering furniture, linen and any other items/amenities required for the home to get the home live ready for bookings.
Business Support
- Work 1 weekend per month which involves leading our Operations - Guest Experience, Housekeeping & Maintenance. As a small business, this is a shared responsibility between team members to ensure quality service 365 days a year.
What You Will Need
- Ability to thrive in a busy environment juggling multiple competing priorities.
- Capable of organising and coordinating multiple requests and high volumes of documentation.
- Outstanding attention to detail - you enjoy making order from chaos!
- Excellent time management skills - well organised, can prioritise quickly and effortlessly.
- Ability to work autonomously and as a team player.
- Able to work under pressure, learn and adapt quickly to meet deadlines.
- You constantly strive to make improvements to workflows and processes whilst implementing automated or digital solutions where appropriate.
- Positive approach to life and work - we are a “can-do” team.
- Working knowledge of the Cotswolds and surrounding areas (can be learned)
- Love travelling and the Airbnb industry!
Benefits
- Salary of £23,000 - £28,000+ (dependant on experience)
- 33 days holiday per year - bank holidays are not off as standard, though you can request these off. This is 25 days holiday + 8 days bank holidays in lieu.
- Plus, an additional day off on your birthday (you should never have to work birthdays!)
- The best tech to do your best work - Apple MacBook Pro + £500 budget to set up a great working from home environment.
- Free company iPhone.
- Fully remote/hybrid with flexible working - ideally based a comfortable distance from the Cotswolds so we can get together as a team at least once or twice a month
- An entrepreneurial and creative environment where great ideas are actively encouraged.
- Opportunity to join an early stage business where your impact is felt every single day.
Job Types: Full-time, Permanent
Salary: £23,000.00-£28,000.00 per year
Benefits:
- Company pension
- Flexitime
- Work from home
Schedule:
- Flexitime
- Monday to Friday
- Weekend availability
Application question(s):
- Why are you interested in joining Red Kite?
- Why do you think you'd be a great fit for this role?
- Are you happy working one weekend per month?
Education:
- A-Level or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
Work Location: Remote
