Operations Manager - Pakistan Remote

Home Pick Inc.; Islamabad; Remote; PKR 19,380,000 - 24,917,000; Full time

Benefits offered by this job

Fully remote work environment

International operation exposure

Collaborative and growth-oriented work

Ownership of Guest Services operations

Professional development andLeadership

Job summary

Home Pick Inc. is seeking an Operations Manager – Guest Services to lead daily guest service operations for our short-term rental properties. You will manage the Guest Services team, optimize workflows, and coordinate with property, housekeeping, and support teams to deliver exceptional guest experiences.

This role emphasizes process improvement, KPI tracking, and remote collaboration in CST hours, with opportunities for professional growth and ownership of Guest Services operations.

Qualifications

• 3-5 years of experience in Operations, Guest Services, Hospitality, Customer Success, or a related role.
• Experience managing a team or operational function.
• Experience with short-term rental, vacation rental, or hospitality preferred.
• Strong communication, problem-solving, and organizational skills.
• Ability to handle guest escalations professionally.
• Experience with SOPs, workflows, and performance tracking.
• Ability to work independently in a remote environment.
• Comfortable working CST hours.

Responsibilities

• Oversee daily Guest Services operations and ensure smooth guest experiences from booking to checkout.
• Manage and support the Guest Services team, including workload allocation, performance monitoring, and training.
• Monitor guest inquiries, complaints, and escalations; ensure timely resolution.
• Coordinate with property managers, housekeeping, maintenance, and other teams to resolve issues.
• Develop and maintain SOPs, workflows, and service standards.
• Monitor metrics such as response times, guest feedback, reviews, and resolution times.
• Identify recurring issues and implement process improvements to boost efficiency and satisfaction.
• Prepare performance updates and reports for management.

Job description

We are looking for an Operations Manager – Guest Services to oversee daily guest service operations for our short-term rental properties. The role will focus on team management, guest experience, operational efficiency, and coordination with property and support teams.

We are looking for an Operations Manager – Guest Services to oversee daily guest service operations for our short-term rental properties. The role will focus on team management, guest experience, operational efficiency, and coordination with property and support teams.

Key Responsibilities

• Oversee daily Guest Services operations and ensure a smooth guest experience from booking through checkout.

• Manage and support the Guest Services team, including workload allocation, performance monitoring, and training.

• Monitor guest inquiries, complaints, and escalations and ensure timely resolution.

• Coordinate with property managers, housekeeping, maintenance, and other teams to resolve operational issues.

• Develop and maintain SOPs, workflows, and service standards.

• Monitor key metrics such as response times, guest feedback, reviews, and resolution times.

• Identify recurring issues and implement process improvements to improve efficiency and guest satisfaction.

• Prepare performance updates and reports for management.

Requirements

• 3-5 years of experience in Operations, Guest Services, Hospitality, Customer Success, or a related role.

• Experience managing a team or operational function.

• Short-term rental, vacation rental, or hospitality experience preferred.

• Strong communication, problem-solving, and organizational skills.

• Ability to handle guest escalations professionally.

• Experience with SOPs, workflows, and performance tracking.

• Ability to work independently in a remote environment.

• Comfortable working CST hours.

Preferred

• Experience with Airbnb, Vrbo, or other short-term rental platforms.

• Experience managing remote teams.

• Familiarity with property management or guest communication systems.

Benefits

• Fully remote work environment.

• Opportunity to work with an international short-term rental operation.

• Collaborative and growth-oriented work culture.

• Opportunity to take ownership of Guest Services operations and contribute to improving the overall guest experience.

• Professional development and leadership opportunities.