Operations Associate

Mandarin Oriental Group; Greater London; On-site; GBP 38,000 - 52,000; Full time

Job summary

Mandarin Oriental Group in London Holborn seeks an Operations Associate to oversee the back-of-house for a luxury villa portfolio. You will manage OS&E stock, coordinate with property teams, and support guest arrival readiness to the highest standards.

You will work with the Guest Experience Manager and operations team to prepare training materials, assist with vendor relations, and ensure quality and safety checks are met. A minimum of 3 years in luxury hospitality is preferred.

Qualifications

• Degree in hospitality management, business, or a related field.
• Minimum 3 years in operations, hospitality, or property management, ideally within luxury.
• Experience in inventory, property checklists, and back-of-house operations in a high-end environment.
• Proficient in Microsoft Office Suite.

Responsibilities

• Provide administrative support to the operations team and assist with day-to-day operations.
• Attend daily calls and meetings, keep track of outstanding tasks and assignments, and follow up with relevant teams promptly.
• Proactively follow up on outstanding tasks/issues.
• Assist with preparing high quality presentations for homeowners, corporate office & operations team.
• Ensure smooth operations behind the scenes, focusing on inventory management, supplies, and maintenance schedules.
• Coordinate with property teams to ensure seamless operations.
• Oversee setup and readiness of villas for guest arrivals, ensuring properties meet luxury standards.
• Assist with preparing training materials and staff training.
• Maintain accurate OS&E stock records for all properties and regularly replenish stock.
• Liaise with suppliers to ensure timely delivery and negotiate pricing/contracts.
• Develop, maintain and update detailed property checklists and perform inspections.
• Establish and maintain relationships with vendors and service providers.
• Assist Guest Experience Manager to fulfill guest requests and prepare itineraries.
• Generate reports on stock levels and operational performance.

Skills

Organizational skills

Time management

Attention to detail

Communication skills

Independent worker

Multitasking

Microsoft Office

Education

Hospitality management degree

Tools

Microsoft Office

Job description

Job Description: Operations Associate – Luxury Villa Rental Portfolio

Position Title: Operations Associate
Department: Operations
Location: London Holborn
Reports to: Assistant Operations Manager

Overview:
The Operations Associate is a key role responsible for overseeing and managing the back-of-house operations of a luxury villa rental portfolio. This role will ensure efficient operations, manage property OS&E (Operating Supplies & Equipment) stock levels, logistics and perform necessary administrative tasks. The ideal candidate will be detail-oriented, proactive, and capable of maintaining high operational standards in a luxury environment. The ideal candidate will have experience working within luxury hospitality with a deep understanding of all aspects of luxury villa/chalet operations.

Key Responsibilities:

Back-of-House Operations Management:

• Provide administrative support to the operations team and assist with day-to-day operations.
• Attend daily calls and meetings, keep track of the outstanding tasks and assignments, and follow up with relevant teams and colleagues promptly.
• Proactively follow up on various outstanding tasks/issues.
• Assist with preparing high quality presentations for homeowners, corporate office & operations team.
• Ensure smooth and efficient operations behind the scenes, focusing on inventory management, supplies, and maintenance schedules.
• Coordinate with property teams to ensure seamless operations.
• Alongside the operations team, oversee the setup and readiness of villas for guest arrivals, ensuring each property meets the company’s luxury standards.
• Assist with preparing training materials, arranging the staff training for new teams, and refreshing training for existing teams

Property OS&E Management & Logistics:

• Maintain accurate records of OS&E stock levels for all properties in the portfolio (e.g., linens, toiletries, etc.).
• Regularly monitor and replenish stock, ensuring all properties have the necessary supplies for a high-end guest experience.
• Liaise with suppliers to ensure timely delivery of goods and negotiate pricing and contracts when necessary.
• Conduct regular audits of OS&E inventory to ensure items are in good condition and stock levels are aligned with demand.

Property Checklists & Compliance:

• Develop, maintain, and update detailed property checklists, covering all areas of the villa including cleanliness, maintenance, guest amenities, and safety.
• Perform inspections to ensure that all properties meet quality standards.

Vendor and Supplier Relationship Management:

• Establish and maintain relationships with vendors, suppliers, and service providers (e.g., Luxury amenities, couriers, linen suppliers).
• Assist with the purchasing and logistics of sending branded amenities to all properties, liaising with suppliers, warehouses, customs and property teams
• Regularly evaluate vendor performance and manage the procurement of goods/services for all villas.

Guest Experience Support:

• Assist the Guest Experience Manager to ensure that all guest requests or special requirements are fulfilled in a timely manner.
• Assist in the preparation of villas for guest arrivals, ensuring each property is stocked and serviced according to guest preferences.
• Assist the Operations team with dealing with any issues that arise during the peak rental season
• Assist the Guest Experience Manager in handling concierge requests and preparing client-facing itineraries

Reporting and Documentation:

• Ensure property information, health & safety audit, and inventory checklists for all properties are complete and up to date. Follow up with relevant teams and property managers/owners on outstanding matters
• Generate reports on stock levels, replenishment needs, and operational performance for upper management.

Qualifications and Skills:

Education:

• A degree in hospitality management, business, or a related field is preferred.

Experience:

• Minimum 3 years of experience in operations, hospitality management, or property management, ideally within the luxury sector.
• Experience in managing inventory, property checklists, and back-of-house operations in a high-end environment is highly desirable.

Skills and Competencies:

• Strong organizational and time-management skills, with the ability to prioritize tasks efficiently.
• Excellent attention to detail and ability to maintain high operational standards.
• Strong communication skills, both written and verbal, to liaise effectively with property teams, guests, and management.
• Ability to work independently and handle multiple tasks under pressure.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).

Personal Attributes:

• A proactive, problem-solving attitude with a focus on improving operational processes.
• Ability to adapt quickly in a fast-paced, luxury hospitality environment.
• Strong interpersonal skills and the ability to collaborate with diverse teams and stakeholders.
• High level of professionalism and discretion, particularly in dealing with sensitive or confidential information.

Working Conditions:

• The role will require you to work from the London Holborn office a minimum of 3 days per week.
• The role may require occasional travel to properties within the portfolio.
• The position may involve working the occasional evening, weekend, or public holiday, especially during the peak summer season.
• Physical ability to occasionally inspect properties and inventory.

Additional Notes:

This is a full-time position offering a competitive salary and benefits package, including potential bonuses tied to operational performance