Operations Manager

Red Property Management is hiring an Operations Manager for a full-time, year round position. The Operations Manager plays a central leadership role in overseeing the daily execution of lodging operations. Responsible for guest services, housekeeping, maintenance coordination, and tech systems management, this role ensures all properties are guest-ready, operationally sound, and aligned with our service standards.

In a lean and fast-moving team, the Operations Manager is expected to lead and coordinate across departments during busy periods, and just as importantly, step in and execute hands-on tasks during slower seasons. This person serves as the operational backbone of the day-to-day business — deeply involved in both strategy and implementation.

MAJOR RESPONSBILITIES

Leadership & Daily Operations Oversight

• Lead the day-to-day lodging operations, including housekeeping, guest services, maintenance, and vendor coordination
• Ensure properties are consistently clean, functional, and guest-ready according to brand standards
• Supervise and support frontline staff, contractors, and seasonal hires
• Implement and maintain operational SOPs across all properties
• Conduct regular property inspections and take corrective action when needed
• Monitor KPIs (guest reviews, response times, maintenance turnaround, etc.) and report performance trends to leadership
• Support the Director of Lodging in planning and prioritizing staffing, unit onboarding, and capital projects

Guest Experience & Service Delivery

• Own the guest journey from pre-arrival through post-departure
• Handle escalated guest issues, special requests, and in-stay service coordination
• Oversee and improve guest messaging workflows, ensuring speed and quality of response
• Manage service recovery cases and identify trends to proactively enhance the guest experience

Tech Stack Ownership & Systems Management

• Serve as lead administrator for all operational platforms including Guesty, Operto, 33Locks, and other systems
• Ensure all digital tools are fully integrated, functioning properly, and utilized by the team
• Troubleshoot system errors and coordinate directly with vendors for resolution
• Train team members and contractors on proper use of tech tools and system protocols
• Maintain OTA syncs, lock automations, and property-level tech workflows

Maintenance & Property Coordination

• Coordinate unit repairs, routine maintenance, and inspections
• Maintain asset and inventory tracking for supplies, linens, and equipment
• Schedule and oversee vendor work related to seasonal prep, emergency repairs, and upkeep
• Respond to and resolve property-related issues quickly and cost-effectively

Operational Leadership in a Lean Structure

• Act as a cross-functional integrator between operations, finance, and leadership
• Collaborate with the Operations & Finance Coordinator on turnover timing, occupancy reporting, and calendar accuracy
• Oversee supply chain and restocking for housekeeping and maintenance needs
• Support special projects such as new unit onboarding, operational transitions, and tech rollouts
• Lead process improvement initiatives and document new SOPs
• Participate in weekly operations reviews with the Director of Lodging to align on priorities and performance

Seasonal Flexibility & Hands-On Execution

• Step into frontline roles when needed, particularly during slow seasons or staff gaps
• Conduct guest unit inspections and resets
• Manage access control systems and guest lock setups
• Respond to guest messages or reservations as needed
• Support housekeeping turnover or minor maintenance if required
• Maintain a flexible, "no job too small" mindset to keep the operation running smoothly year-round

Education

• Diploma in Hospitality, Business Administration or related field

Experience

• 3–5 years of experience in hospitality operations, short-term rentals, or property management
• Proven experience managing service teams and maintaining property readiness
• Familiarity with operational tech tools such as Guesty, Operto, Breezeway, or similar platforms
• Background in guest service leadership with a focus on quality control

Physical and Other Requirements

• Based in Rossland, BC, or willing to relocate
• Available to work weekends, holidays, and respond to time-sensitive operational needs
• Physically capable of conducting inspections and assisting with hands-on tasks when necessary
• Valid driver's license preferred

Skills and Abilities

• Strong organizational and multitasking ability
• Excellent communication and leadership skills
• Hands-on approach with the ability to balance oversight and execution
• Tech-savvy with confidence in managing systems and vendor relationships
• Detail-oriented with a strong sense of accountability and urgency
• Solution-driven and calm under pressure