Projekt - und Veranstaltungsmanager*in responsible for managing educational projects at a non - profit organization. Overseeing event organization and public funding management while fostering a collaborative work environment.
About the role
- Service Manager overseeing daily operations and guest services for Officium Hospitality. Ensuring exceptional guest experiences across managed properties is the primary focus.
Responsibilities
- Oversee daily service operations across all managed properties, ensuring efficiency, consistency, and adherence to company standards.
- Handle guest disputes, escalations, claims, and refund requests with professionalism, fairness, and a focus on resolution and guest satisfaction.
- Monitor guest communications, ticket handling, and response quality to maintain service excellence.
- Develop and enforce operational procedures to streamline workflows and enhance productivity.
- Track and analyse key performance indicators (KPIs) related to guest satisfaction, response times, issue resolution, and property readiness.
- Mentor and support a team of Guest Managers.
- Manage and coordinate the cleaning and maintenance departments, ensuring schedules, tasks, and standards are consistently met.
- Conduct routine inspections and audits to maintain cleanliness, safety, and presentation standards.
- Investigate guest disputes or escalations and manage resolutions with transparency and tact.
Requirements
- Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
- Minimum 5+ years of experience in hospitality, property management, or service accommodation with 2+ years in a leadership role (either in corporate or service accommodation industry)
- Proven experience managing guest relations, cleaning, maintenance, and property onboarding functions.
- Strong knowledge of OTA platforms (e.g., Airbnb, Booking.com, Expedia) and property management tools (e.g., RR, Guesty, or similar).
- Exceptional organisational, communication, and leadership skills.
- Excellent problem-solving abilities and conflict resolution experience.
- High attention to detail, operational discipline, and a commitment to continuous improvement.
- Proficient in CRM, ticketing, and task management systems.
- Open to working in a hybrid setup and comfortable with the flexible UK time zone.
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