About Houst
Houst is a leading property management company on a mission to make hosting seamless and profitable for property owners. Since launching in 2015, we've expanded into over 20 cities globally, managing short-term rentals that deliver exceptional guest experiences. We're looking for a motivated, action-oriented Operations Manager to drive operational excellence in our largest market, the UK & Ireland, and help us maintain Houst's reputation for top-quality service.
About The Role
As the Operations Manager for UK & Ireland, you'll oversee Houst's daily operations, managing a team dedicated to providing flawless guest experiences and efficient property management. This role combines strategic thinking with hands-on problem-solving, requiring someone with a bias for action who can identify issues, implement data-driven solutions, and inspire their team to achieve excellence. You'll work cross-functionally to optimise operations, lead process improvements, and ensure we exceed expectations on every booking.
Key Responsibilities
* Drive Operational Performance: Own KPIs for clean ratings, check-in success, guest satisfaction, and financial performance, using data to monitor and drive continuous improvement
* Lead and Develop the Team: Manage and inspire a team of Operations Associates, setting high standards for performance and fostering a culture of accountability and growth
* Data-Driven Optimization: Leverage data and reporting tools (Excel, Google Sheets) to identify areas for improvement, analyse trends, and make informed operational adjustments
* Supplier & Stakeholder Management: Build strong relationships with suppliers, ensuring they meet our standards, and collaborate with internal teams like Onboarding, Commercial, and Guest Experience to streamline operations
* Lead Strategic Projects: Execute initiatives that enhance operational efficiency and customer satisfaction across UK & Ireland markets, contributing to Houst's broader growth goals
* Hands-On Support: Step in where needed to support daily operations, managing inbound requests, scheduling, and supplier communications to ensure consistency and reliability
Requirements
What You'll Bring
* Proactive Problem-Solver: Strong bias for action with a proven ability to quickly address challenges and implement effective solutions
* Analytical Thinker: Skilled in data analysis and comfortable with Excel, Google Sheets, SQL and looker.
* Leadership & Team Development: Experience managing and motivating a team, with a focus on high standards and professional growth
* Organisational Excellence: Exceptional time management and prioritisation skills, capable of managing multiple projects and tasks simultaneously
* Effective Communicator: Excellent interpersonal skills, able to collaborate effectively with internal and external stakeholders to align on goals
* Resourceful & Detail-Oriented: High attention to detail, adaptable, and solutions-oriented, with a commitment to delivering quality at every level
Why Join Houst?
* Culture: Join a team that values innovation, autonomy, and continuous improvement, with regular team events and recognition for outstanding work
* Flexibility: Hybrid work model (3 days in office, 2 days remote) for work-life balance
* Growth & Development: Access to career development resources, mentorship, and training to support your professional growth
* Comprehensive Benefits: Competitive salary, 25 days of paid holiday (plus public holidays), an extra day off for your birthday, and a pension plan. Enjoy employee discounts, wellness resources, and "pawternity" leave for new pet parents
Salary Banding: £45,000 - £50,000 (DOE)
Benefits
* 25 days holiday
* Hybrid working (3 days in our London office, 2 days WFH)
* An extra day off for your birthday - because who wants to work on their birthday?
* Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
* Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
* Pension - We provide a pension scheme for all permanent employees
* MacBook - for business use
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