Operations Coordinator

Team: Guest Experience

Location: London

We are Hostmaker – nice to meet you!

We are an excited bunch because we recently closed our Series B funding, backed by a great group of strategic investors who believe in the growth of the new category of travel accommodation - homes - and in our vision of unlocking the potential of every home.

Hostmaker is a tech enabled full-service home rentals management company in the proptech category, offering dynamic pricing expertise, thoughtful interior design and hotel-style operations for homes. We raised a Series B round in November 2017 and are backed by institutional funding from credible investors from technology, real estate and hospitality backgrounds.

Marriott Hotels, the largest hotel company in the world, recognised our industry leadership by selecting Hostmaker as preferred partner for its first foray into serviced homestays, introducing Tribute Portfolio Homes in April, 2018.

We have scaled rapidly in just three years to be the European leader with international teams in offices in major destinations - London, Paris, Cote D'Azur, Rome, Florence, Barcelona, Madrid and Lisbon. 

Hostmaker was featured by Forbes as one of five fastest-growing British businesses to watch in 2016 and ranked #20 and then #11 by StartUps UK in 2016 and 2017, respectively.  

The Role

The Operations Coordinator is a pivotal member of the Frontline Support Team, leading a large team of Frontline staff such as concierge, housekeepers, drivers and the maintenance team to deliver exceptional service to each property and guest alike so they can have a memorable stay! You will inspire the Frontline team to deliver a personal and warm welcome to our guests to their home-away-from-home. You will support the team for any and all issues that may arise and solve the problem quickly. You will: 

  • Manage the day-to-day operations of a team of 100+ field staff members across London - our concierge, house keepers, drivers and maintenance team.
  • Assist in daily logistics and scheduling for arriving guests to London
  • Review and respond to the numerous guest enquiries we receive the day of the guest check-in
  • Liaise between multiple teams across the business
  • Lead the team to support the Frontline Team to ensure the highest standards as we support over a hundred services a day
  • Suggest and support new initiatives to help the Frontline Team grow
  • Help identify and analyse trends in Frontline activity

Who are you?

  • A solid understanding of Airbnb and the short-let market, plus points for a background in Hospitality
  • A people person, with strong interpersonal skills. You will have demonstrated strong communication skills
  • Someone with previous experience of working as part of a large team in customer-facing positions
  • You have impeccably high standards and have a proven ability to inspire a team to deliver the same
  • Experience in an operational or logistical position, or a recent graduate who can impress us!
  • Someone excited by Hostmaker and by our mission to unlock the potential of every home

Working Hours

You will be working 5 days a week, Monday to Sunday in a rotating shift pattern between the hours of 7am and 8pm.

Our Culture and Perks

Culture is important to us. We love what we do, and make sure everyone in the team feels valued, respected and important. This makes people take pride in their work, and that’s when the best work is produced. A few of the many perks of joining the Hostmaker team:

  • A fast-growing Series B-stage company full of bright, engaged folks who’ll keep you on your toes every day
  • No mega-corp fluff: we focus on results, not face-time
  • Annual Hostmaker home allowance (we’re now in London, Paris, Rome, and Barcelona so your next holiday is sorted!)
  • An incredibly talented team who can teach you anything from making the perfect roux to learning the node.js frameworks!
  • Salary: £22,000-24,000 per annum