Hospitality Operations Specialist

flyp City of Cape Town, Western Cape, South Africa

Flyp is revolutionising the property industry with a mission to create a fairer and more efficient ecosystem for sellers, agents, and buyers. The current property market is plagued by inefficiencies and a lack of transparency, leading to missed opportunities and frustration for all parties involved. Flyp aims to disrupt this status quo by providing technology-enabled solutions that prioritise trust, transparency, and maximum value for sellers. With a strong product-market fit and initial funding secured, Flyp is poised to scale its operations and make a significant impact in the industry.

Job Overview

This role is situated at the heart of the flyp Rental product and is key to a successful guest, agent & vendor experience. Ensuring that all properties are guest ready, with cleaning & quality control teams engaging in essential reporting processes, you will play a key role in the day-to-day running of the hospitality operation. You will be working closely with Guest Experience, Property Management & Viewings teams to ensure that all major flyp stakeholders are satisfied with the rental experience.

Whilst this is a remote role, you will be reporting to our HQ (London) based head of department.

*Please note that we are operational 7 days per week, so you will need to be comfortable working weekends. We aim to rotate shift patterns so that you are not permanently working weekends.

What you’ll be doing

• Scheduling - coordinating with our cleaning & logistics partners to ensure all cleans are carried out, and properties are well stocked with consumables & amenities.
• Inbox Management - monitoring all inbound requests to ensure nothing is missed, and feedback is given to cleaning teams.
• Relationship Management - you will be the main point of contact for all day-to-day communication with our cleaning & logistics partners, using Slack, Breezeway & Whatsapp.
• Quality Assurance - completing quality audits & reports on all daily cleans & deliveries to ensure brand and quality standards are upheld, and key tasks are carried out effectively.
• Troubleshooting - assisting on-site cleaning teams with access & reporting concerns, as well as being the first line of filtration for issues reported by cleaners, ensuring the team being handed the ticket is set up for successful resolution.
• Ordering & Stock Management - tracking all reports of missing items, and scheduling their replacement.
• System Management - onboarding new properties into Hospitality systems to ensure smooth kick-off of hospitality function. You will also be responsible for ensuring all tasks are correctly uploaded & scheduled in the system. We primarily use Breezeway, Slack & Front.
• Financial Admin tasks
• monitoring cleaning costs & hours to give clear visibility of budget vs actual cost of cleaning.
• reconciling 3rd party invoices against tasks completed to ensure we are not being overcharged.
• Additional Daily Admin
• using information from cleaners to raise claims against guests.
• keeping our company knowledge base, and property profiles, up to date with key property & task information.
• Working Collaboratively - whilst you are working in the Hospitality function, you will be working closely with the guest experience (GX), client success (CS), property management (PM) and viewings teams to ensure that issues raised by cleaners are cascaded to the relevant stakeholders.

You will also take ownership of personal & team KPIs to ensure high performance within the Hospitality Operations function.

Core team KPIs are focused on:

• Frequency - we need to have regular eyes and ears in our properties to ensure high standards are maintained.
• Quality - goes hand in hand with frequency. We must push our cleaning & logistics providers to uphold our own high standards.
• Feedback - perfect is impossible, so there is always room for improvement, and we expect you to live this, and hold others to high standards through constructive feedback.

What you’ll need

• Stable internet connection (fibre is a minimum requirement).
• Loadshedding solution.
• Own laptop (capable of running multiple programmes).
• Home office setup or professional working space.
• 2+ years experience in a similar role.
• High proficiency with systems - we predominantly use Breezeway, Front, Slack & Looker, as well as KeyNest & Klevio for remote access, and Minut for noise monitoring.
• Strong decision-making abilities and the capacity to take ownership of the decisions you make.
• An eye for detail - you will need this particularly when it comes to auditing reports!
• Tech savvy - you love looking for scalable solutions.
• To be comfortable with change - we are a growing start-up who are always looking for ways to improve. We do not sit still!
• Exceptional prioritisation and time management skills.
• Fluent English (written and spoken).
• Familiarity with Breezeway, or similar property management system, is a must.
• Experience in property management, hospitality is a plus.

What we’re offering

• Opportunities for professional growth and development.
• A collaborative and supportive work environment.

Seniority level

• Entry level

Employment type

• Contract