Welcome to renu
renu is not just another short-term rental company.
our ethos is to treat our guests and each other like family.
we have a saying "would you be happy for your grandmother to experience this?", meaning we all want what is best for our grandmothers, so we try and treat every guest, and every team member with the same respect and love we show our grandmothers!
we're looking for a rockstar senior hotel operations analyst who has hospitality experience in improving processes and the guest experience and who wants to grow their career and skills.
we have amazing apartments, and amazing team members and we want you to help improve our successes!
you'll be a self-starter with an entrepreneurial, business mindset and a passion for excellence in everything you do.
we're looking for an energetic team player who would relish the opportunity to learn and grow with us with the opportunity in 12 to 18 months to progress to manager, hotel operations, and will be supported every step of the way.
we're looking for someone who is unafraid to get their hands dirty when needed but who works with a collaborative spirit.
you'll be a key member of the team working closing with the manager (mexico) and manager (philippines) helping to coach and train staff.
ideally, you will have experience in automating processes and coaching and empowering others.
*you'll need to be ok with some weekend work as we are a 24/7 business.
*
reporting to the director, pricing & product, you'll work on streamlining our hotel operations, hosting with a heart, and making it happen.
three months into the role, we won't know how we lived without you.
you'll also work directly with our chief executive on improving operations and overseeing the delivery of new products and services.
what you will be doing:
- create and maintain a guest-driven hotel experience with a guest-keeping vision that inspires our team members to do their best and make it happen
- work cross-functionally with our guest advocacy teams, pricing & product & marketing to deliver a consistent guest experience in all our units
- constantly review the guest journey from check-in, to complaint management to check out
- process improvement - how can we do it quicker and with a better guest experience?
how can we automate while hosting with a heart?
- oversee our review response process and tracking of reviews, feedback, and ratings from guests, focusing on pinpointing the issue, working on an action plan, and delivering service improvements
- proactively identify guest service issues and make recommendations to solve
- quality control and assessing our housekeeping, maintenance, and guest advocacy operations working closely with managers to address performance issues and coach team members
- be the key link between all teams when we are opening a new destination, controlling the schedule, budget and ensuring efficiency & accountability at all times
- reducing costs by eliminating inefficiencies and coaching team members on best practice
- working with director, pricing & product on new business opportunities including car rental operations, work from home/flexible working spaces
- working with director, pricing & product on upgrading our guest experience and amenities, while focusing on the highest revenue potential
- as necessary, step into the day-to-day guest advocacy teams and operations teams on the ground and delegate or physically participate in duties essential to expediting the resolution of problems and delays most effectively
- monitor all team members to ensure all procedures are being adhered to as established by leadership
- *you'll need to be ok with some weekend work as we are a 24/7 business*
what you will need to have:
- graduation from an accredited college or university with a bachelor's degree in hospitality management or related degree supplemented by two to five years of experience in the hospitality industry
- a process-orientated mindset with experience in refining processes
- direct experience in leisure, hospitality, or travel operations, ideally within a hotel or short-term rentals space
- be able to give examples of launching a new product or service
- experience in developing and delegating improvement plans for operation and reviewing performance
- capacity to influence others when they are not your direct report
- coaching, mentoring, and training experience
- ability to work with management, associates, and guests in a courteous, tactful, and patient manner.
- establish and maintain effective working relationships with associates and department heads.
- illustrate professionalism through positive attitude, spirit, and leading by example.
- knowledge of microsoft office, programs including word, excel, powerpoint
- must be a creative and innovative thinker who can bring your thoughts to act with speed.
- *you'll need to be ok with some weekend work as we are a 24/7 business*
it will be a bonus if you have:
- d