AddressFounded in 2005, Corporate Keys is a premier provider of corporate accommodation and related services in Australia and New Zealand. Specializing in accommodation for project teams, relocating employees, and business executives, we are known for our stringent quality control and first-class customer service. As a large, privately-owned entity, our offerings extend beyond serviced apartments to include hotel bookings, car rentals, and travel insurance through our distinctive brands—The Hamptons Apartments, Manhattan Apartments, Hospital Stays, and Corporate Keys International. Our commitment is to deliver cost-effective, convenient, and comprehensive travel solutions to the corporate and government sectors, ensuring every client experiences the utmost in comfort and service.
About the Role:
The Assistant Operations Manager for Guest Services is a pivotal Head of Department role at Corporate Keys, responsible for supporting the Operations Manager in maintaining our hallmark of high guest satisfaction. This position oversees the Guest Services Department and is vital in ensuring operational efficiency across various service areas facilitated by on-the-road personnel.
Key Responsibilities:
- Guest Services Management: Oversee the troubleshooting of complex issues, audit the completion of duty managers' tasks, and ensure guest service tickets are addressed promptly and in compliance with established procedures.
- Financial Oversight: Verify and approve invoices related to cleaning, linen, and apartment consumables to ensure billing accuracy and cost-efficiency.
- Operational Support: Order necessary supplies in alignment with property needs, assist in property maintenance coordination, and manage the scheduling of guest service operations.
- Quality Control: Conduct periodic audits and training to uphold the highest standards of service and operations. Collaborate with the Operations Manager on refining processes and addressing gaps.
- Team Leadership: Serve as a backup for the Operations Manager, support duty managers and coordinators, and provide direct management in the Operations Manager’s absence.
- Client Interaction: Handle high-level guest interactions including check-ins, property shows, and direct responses to guest reviews and surveys on various online platforms.
- Emergency and After-Hours Response: Participate in an on-call roster for after-hours issues and provide immediate response to emergencies.
Support Structure:
This role is supported by our offshore Duty Managers and an Operations Coordinator, ensuring smooth daily operations within the Back Office Guest Service Team.
Required Skills:
- Proven experience in operations management, preferably in guest service and or airbnb management type operation.
- Strong leadership skills with the ability to manage cross-functional teams.
- Excellent problem-solving abilities and a solutions-focused attitude.
- Competence in handling financial documents and understanding of cost control.
- Ability to work flexibly and responsively in a dynamic business environment.
- Exceptional communication and interpersonal skills.
