Smart Suites is redefining hospitality in Australia. From a few Brisbane homes in 2024, we've grown to managing 100+ short-term vacation rentals across Rocklea, Sunnybank, Acacia Ridge, Carina, and Kuraby, Queensland.
Guided by our core values Customer Obsession, Ownership, Curiosity, Humility, Efficiency, and Teamwork (COCHET)we use technology and automation to deliver exceptional guest experiences. Every stay we host is clean, comfortable, and personalized.
Now, were expanding our offshore team in the Philippines to support our growing operations.
Why Join Us
- Competitive contractor rate: AUD 2,500 - 3,000/month
- 100% remote engagement with an Australian client - Fully remote
- Direct role in driving company growth through property deals
- Exposure to AI-powered systems and international real estate practices
- Supportive, team-focused culture with accountability and creativity
The Role
The Operations Manager ensures the smooth, efficient, and customer-focused operation of Smart Suites property portfolio. This role oversees daily administrative, logistical, and operational functions across onshore and offshore teams, enabling seamless coordination, consistent service quality, and optimized performance of all hospitality assets.
What You'll Do
Operational Leadership
- Oversee and manage the day-to-day operations of Smart Suites Brisbane and offshore property portfolio, ensuring consistent quality, compliance, and guest satisfaction.
- Serve as the central coordination point between onshore property teams, offshore support staff, and external partners.
- Ensure operational readiness of all properties, including maintenance coordination, inventory availability, and service provider alignment.
Team Management & Workflow
- Coordination Lead, train, and mentor the offshore operations and administrative support team to deliver accurate, timely, and high-quality output.
- Implement and refine operational workflows to reduce errors, delays, and inefficiencies.
- Monitor team performance using EOS scorecards and KPIs, providing feedback and corrective action as needed.
Vendor & Logistics Oversight
- Manage vendor relationships including cleaners, maintenance providers, and suppliers to ensure timely service delivery and cost efficiency.
- Oversee procurement and inventory management across properties, ensuring sufficient stock levels of linens, consumables, and hospitality supplies.
- Implement the cleaner rostering policy, balancing workload, performance, and geographic efficiency.
Systems, Data, and Reporting
- Maintain operational data integrity across platforms (e.g., Airbnb, Booking.com, Expedia, VRBO, Zoho).
- Supervise the creation and maintenance of operational dashboards, reports, and performance metrics.
- Deliver periodic operational performance reports with actionable insights and recommendations to leadership.
Continuous Improvement & Compliance
- Identify and implement process improvements to enhance operational efficiency, team productivity, and guest experience.
- Ensure adherence to company policies, remote work protocols, data privacy standards, and relevant hospitality regulations.
- Support execution of strategic initiatives under the EOS framework (e.g., Rocks, Scorecards, L10s).
Key Outcomes (First 90 Days)
- Achieve 100% policy compliance and weekly leadership check-ins documented.
- Respond to urgent operational issues within two hours and complete 95% recurring tasks on time.
- Ensure 85% team members meet KPIs and internal comms speed improves by 20%.
- Deliver three process improvements and secure minimum 5% efficiency savings from vendors.
- Launch operational dashboards, stabilize recurring workflows, and submit a comprehensive performance report by Day 90.
- Implement at least two guest experience improvements and contribute four actionable ideas in EOS meetings.
Qualifications
- Bachelors degree in Business Administration, Operations Management, Hospitality, or related field.
- 5+ years experience in operations management, property management, or hospitality, including remote/offshore team leadership.
- Proven track record optimizing workflows, managing cross-functional teams, and improving process efficiency.
- Strong vendor and inventory management experience, ideally in a multi-site or distributed team environment.
- Excellent knowledge of operational platforms and reporting tools (e.g., Excel, Zoho, Airbnb/Booking.com, ERP or CRM systems).
- Demonstrated ability to set, track, and achieve KPIs using data-driven methods and operational dashboards.
- Superior communication, coordination, and stakeholder management skills across diverse, multicultural teams.
- Experience implementing compliance protocols, remote work standards, and hospitality best practices.
- High personal integrity, accountability, and passion for continuous process and guest experience improvement.
Engagement Details
- Type: Independent contractor (not employment)
- Compensation: AUD 2,500 - 3,000/month (all-inclusive rate)
- Schedule: Full-time, 5 days a week (with flexibility for some weekend deliverables if required)
Selection Process
Initial Discussion /Interview 30 to 45 minutes)
An initial conversation to learn about your background, experience, and professional goals. You'll also have the chance to ask questions about the engagement and the client.
Technical Live Assessment with the Client (60 to 90 minutes)
This stage evaluates your practical capabilities in sales outreach, lead qualification, and virtual negotiations, using real-world scenarios relevant to the scope of services.
Behavioral Interview with the Client (60 minutes)
Focuses on your communication style, cultural alignment, and how you build trust and relationships in a remote business environment.
Pre-Engagement Steps (10 - 15 minutes)
- IT Audit: To ensure compliance with technology standards and security protocols.
- Reference Check: We will contact your provided professional references to verify your history and capabilities.
- Meet the Founder (30 to 60 minutes): A welcoming conversation where you'll connect directly with the company's founder. This is your chance to discuss engagement terms, share your own goals, and ask any final questions. You'll also get an inside look at the company's vision, culture, and exciting growth plans for the future.