Operations Supervisor

OVERVIEW

Are you looking for an exciting new opportunity in a rapidly growing company? You’ve come to the right place.

We are Situ.

We are an award-winning global supplier of serviced accommodation working with a portfolio of large international corporate clients. We focus on delivering a blended booking experience, through the perfect combination of people, product, and technology.

JOB PURPOSE

The role of the Operations Supervisor forms part of Situ’s busy Operations Team, offering our clients a worldwide network of approved and assured serviced apartments in hundreds of destinations.
As Operations Supervisor your role will encompass all the functions of an Accommodation Specialist, whilst overseeing the day-to-day performance and activities of Accommodation Specialists, alongside the Head of Operations, Operations Manager and Hospitality & Quality Manager.
To be successful in this role you will have a thorough understanding of the serviced accommodation industry and have a passion to drive growth within Situ. You will help our clients with their accommodation enquiries, converting these enquiries to bookings whilst offering exceptional customer service along the way.  You will be a subject matter expert for your team of Accommodation Specialists, counselling and guiding their performance and service. You will enjoy mentoring your team and supporting their development via monthly 1-2-1s and quarterly appraisals.

KEY RESPONSIBILITIES

→ Exceptional enquiry and booking management
→ Subject matter expertise in the serviced accommodation industry, understanding the supply chain, product, enquiry and booking processes, able to consult and recommend to both your team and Situ’s clients
→ Develop, implement, and maintain quality assurance protocols
→ Maximise all opportunities to develop and nurture new and existing relationships (clients, suppliers, colleagues etc.) 
→ Mentor Accommodation Specialists in line with the Operations Manager and Hospitality & Quality Manager to ensure all individual, team and business KPI’s are met and exceeded
→ Complete monthly appraisals, providing team members with feedback and coaching to improve individual competence and team performance
→ Ensure a consistent high level of quality service standards are provided to internal and external customers
→ Meet or exceed KPI’s and revenue targets
→ Follow and support company policies and procedures
→ Assist with management responsibilities as required

This list is not exhaustive but covers most of what is expected. You’ll be required to perform different tasks as needed, in line with Situ’s overall business strategy.

GENERAL RESPONSIBILITIES AND SKILLS

→ Highly motivated with a positive ‘can do’ attitude
→ Upholding of company values
→ Provide outstanding customer service
→ Adaptable to the needs of the business
→ Continually seek personal and professional development
→ Excellent time management skills
→ High attention to detail
→ Exceptional communications skills, both verbally and written
→ Commercially astute
→ Confident with IT to include Microsoft Office products and CRMs

WHAT YOU’LL GET