Company Description
Eson2 is a London real estate company, offering 360 real estate services to landlords. We utilize advanced processes and tools built upon our perennial expertise to maximize property interests regardless of the market’s status quo. We assist customers in their home-seeking adventures by providing a sophisticated booking platform with exquisite properties in central locations. We ensure that all listed properties follow the highest 5-star hotel quality standards.
We are trusted by the most reputable developers in Central London, managing over 500 exclusive units under management. Furthermore, we have partnered with more than 100 landlords and are recognized among the Top Property Management companies globally.
Role Description
This is a full-time, on-site role for an Operations Assistant, located in the London Area, United Kingdom. The Operations Assistant will be responsible for supporting daily property management operations, coordinating with landlords and tenants, maintaining records, and assisting with operational processes.
Records & Reporting
• Maintain accurate records and an organised digital filing system for contracts, invoices, inspections, and property records
• Prepare and distribute regular operational and financial reports to owners and management
• Manage weekly amendment records, ensuring changes are captured and communicated across the team
• Support scheduling, task assignment, and deadline tracking
• Draft clear communications for owners, guests, and suppliers, and respond promptly to all enquiries
Invoice & Finance Coordination
• Coordinate and reconcile invoices with owners, ensuring expenses are correctly assigned to each property
• Verify cleaner invoices (hours, cleans, and charges) before approval
• Oversee cost-effective procurement of supplies and communicate any order or delivery changes
• Ensure the team has the time and resources to meet client and owner requirements
Issue Tracking & Resolution
• Maintain an organised issue log under the correct categories (RM, Order Linen, Find New), with status, updates, and responsible party recorded
• Follow up on every open issue through to timely resolution, with written confirmation on closure
• Communicate issue updates promptly to the relevant owner or team member
Linen & Inventory Management
• Place linen orders in advance and manage inventory across the full portfolio
• Track deliveries and distribution so every property is fully stocked ahead of each check-in
• Monitor and replenish operational supplies across all properties as needed
Property Onboarding
• Onboard new properties using a structured checklist — inventory, setup, documentation, and go-live readiness
• Coordinate with suppliers and contractors so each unit meets required standards at launch
Daily & Weekly Property Management
• Conduct daily and weekly inspections, recording defects, cleanliness issues, and maintenance needs
• Ensure communal areas are consistently clean, tidy, and well-presented
• Supervise and quality-check cleaning teams after every clean to ensure consistent standards
• Monitor bookings so all properties are fully prepared ahead of each check-in
• Liaise with maintenance contractors and suppliers to coordinate timely repairs
• Keep owners informed on inspections, operational matters, and any concerns
• Plan, assign, and monitor daily operations; appraise team performance and produce operational reports
Client Review Management
• Send review requests within 24 hours of every checkout across all platforms (Airbnb, Booking.com, Google, Email/WhatsApp)
• Monitor and log all incoming reviews
• Respond to negative reviews within 24 hours — acknowledge, apologise, and raise an internal issue with a clear action plan
• Respond to positive reviews within 48 hours and share highlights with the team
• Produce a weekly review report (ratings, trends, action points) and share with owners and management
• Identify feedback patterns and propose improvements to the guest experience
GUEST RELATIONS
• Assist guests at check-in to ensure a smooth, welcoming, and professional arrival
• Act as the first point of contact during a stay — respond quickly, remain calm, resolve issues, and escalate urgent matters until fully resolved
• Provide upscale, empathetic service, with personalised attention for VIPs, elderly guests, children, and guests with disabilities
• Promote property amenities and services (housekeeping, private chefs, transfers) and recommend local dining, shopping, and sightseeing
• Anticipate guest needs — including unstated ones — and build strong relationships with regular clients
• Coordinate communication between guests and staff and follow up until every concern is resolved
WHAT WE ARE LOOKING FOR
• Proven experience in administration, property management, operations, or guest relations
• Exceptional organisation and attention to detail, with strong follow-through
• Ability to manage multiple priorities, deadlines, and stakeholders simultaneously
• Confident, professional communicator who stays calm under pressure
• Strong time management and the ability to work independently and use initiative
• Comfortable coordinating between guests, owners, cleaners, contractors, and suppliers
• Positive, proactive, and resilient attitude
• Excellent command of English (additional languages a plus)
• Experience in serviced accommodation, short-lets, or the hotel industry is a plus
* Computer literate — comfortable with email, spreadsheets, and property management tools