Full Job Description
Job Title: Operations & Experience Engineer
Company: Bespoke Stay
Location: Remote (Preferred candidates in Pittsburgh or willing to work EST hours)
About Bespoke Stay:
Bespoke Stay is a dynamic short-term rental management company dedicated to providing exceptional guest experiences and maximizing property performance for homeowners. With properties listed across platforms like Airbnb, VRBO, and Marriott, we pride ourselves on delivering personalized service backed by operational excellence. Our core values—Integrity, Ownership, Real-Time Transparent Feedback, Competence & Continuous Learning, and Meeting Every Moment—guide everything we do. Our theme for 2025 is "Relentless Hospitality," reflecting our commitment to exceeding expectations and creating unforgettable experiences for every guest and homeowner.
Position Overview:
We are seeking a highly organized, detail-oriented, and proactive Operations & Experience Engineer to join our growing team. This pivotal role will oversee day-to-day operations, manage our offshore support team, handle escalated guest and homeowner issues, coordinate with travel partners, support cross-functional teams, and drive vendor management initiatives. This role requires a strategic thinker with excellent problem-solving skills, a knack for process improvement, and a passion for delivering top-notch customer experiences.
Key Responsibilities:
- Team Leadership: Manage and mentor the offshore support team to ensure high performance, alignment with company goals, and adherence to Bespoke Stay’s core values.
- Homeowner Relations: Act as the primary liaison for homeowner requests, providing timely, transparent, and solutions-focused communication.
- Guest Experience: Handle escalated guest issues with empathy and efficiency, ensuring quick resolutions that enhance guest satisfaction.
- Travel Partner Coordination: Manage relationships with platforms like Airbnb, VRBO, and Booking.com, ensuring smooth operations, conflict resolution, and compliance with partner requirements.
- Cross-Team Support: Collaborate with internal teams (e.g., Marketing, Finance, Housekeeping, Maintenance) to streamline processes, enhance communication, and support company initiatives.
- Vendor Management: Oversee third-party vendor relationships, ensuring quality service delivery, contract compliance, and cost-effectiveness.
- Operational Excellence: Identify opportunities for process improvements, implement best practices, and leverage technology to drive operational efficiency.
- Real-Time Feedback: Foster a culture of real-time, transparent feedback within the team, encouraging continuous growth and development.
Qualifications:
- Proven experience in operations, hospitality management, or a related field.
- Strong leadership and team management skills, particularly with remote or offshore teams.
- Excellent problem-solving abilities and a customer-centric mindset.
- Outstanding communication and interpersonal skills.
- Experience managing vendor relationships and working with travel platforms (Airbnb, VRBO, Booking.com).
- Ability to think strategically while executing tactically.
- Tech-savvy with the ability to learn and adapt to new software tools quickly.
Core Values Alignment:
- Integrity: You consistently do the right thing, even when no one is watching.
- Ownership: You think and act like an owner, taking responsibility for outcomes and driving results.
- Real-Time Transparent Feedback: You value open, honest communication and are committed to continuous improvement.
- Competence & Continuous Learning: You are dedicated to personal and professional growth, always seeking ways to enhance your skills.
- Meet Every Moment: You remain adaptable and resilient, embracing challenges with a proactive and positive attitude.
What We Offer:
- Competitive salary and performance-based bonuses.
- Flexible remote work environment.
- Opportunities for professional development and growth.
- A dynamic, supportive team culture rooted in our core values and our 2025 theme of "Relentless Hospitality."
How to Apply:
Interested candidates should submit their resume and a cover letter detailing their relevant experience and explaining why they are a great fit for Bespoke Stay and this role.
Bespoke Stay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Requirements
-Advanced Command of the English language
-Fast, dependable internet
-A positive attitude