Guest Operations Manager

About Ukio |

Ukio’s mission is to empower individuals to live where they want, when they want 🌎.

We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, moving/buying furniture, security deposits, broker fees, etc. giving choice and flexibility to allow people to live where and when they want. 💥

We are a Barcelona based startup with offices in Madrid, Lisbon, Berlin and Paris. Soon we will conquer some more cities across Europe 🚀

Backed by Europe's best Venture Capital firms, the next year will be a critical phase in our growth as we look to further build out our team and expand into multiple new markets 🔥 . We have successfully raised €27 million in our Series A investment round in 2022 and recently raised a Series B round that will help propel our growth throughout Western Europe. 🥇

Our culture |

We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.

Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars. Are you ready to join us?

Role |

We are seeking an Operations Manager to join our team in Milan. In this role you will be with day to day tasks overseeing and managing our new apartments onboarding, facilities management, and guest operations for the company. We are a start-up, so you’ll be given a high degree of autonomy and expected to deal with numerous challenges and opportunities along the way.

Responsibilities |

• Manage the guest operations from check-in to check-out which includes resolution of guest requests and complaints
• Ensure the cleanliness and high quality condition of the apartments
• Manage and coordinate with third party service providers (i.e. plumbing, electricians, house cleaning, painters, carpenters etc.) and the building administration
• Assist the sales team with some visits for the apartments for potential customers.
• Provide data-driven recommendations and process improvements to drive higher operational efficiency, customer service, and quality of stays

Check-In

• Conduct regular check-in inspections to ensure the apartments meet or exceed quality and cleanliness standards
• Manage the guest´s access to apartments; key management and keyless access codes and communicate these with GX team
• Check-In Instructions: Assist the GX team when requested on details about the apartment and building entrance instructions.
• Manage welcome kits and cleaning essentials inventory

Check-out

• Coordinate with housekeeping, maintenance and other teams to schedule tasks and ensure a timely turnaround between guest stays
• Replace all essential items and cleaning supplies in apartments in between guests
• Schedule and supervise the check-out cleaning of apartments
• Conduct check-out procedure
• Report and track the completion of maintenance and furniture replacement tasks that result from check-out
• Provide feedback to the design team about furniture quality
• Maintain oversight on expenditures and costs as an integral part of the guest operations responsibilities

About you |

• You have 1+ years of operational and/or customer service experience in hospitality/vacation rental industry
• Previous experience using Property Management Systems
• Able to work from office but also out and around
• Valid driving license is a plus
• Hands on & resolutive attitude
• Comfortable working in cross-functional teams
• Fluency in English and Italian required