Operations Manager (Aruba)

About the job Operations Manager (Aruba)

Bocobay is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in late 2020, Bocobay is a private equity backed business bringing a new standard to the Aruban vacation rental market - bringing the best of a hotel into your private residence.

As Operations Manager you are responsible for the delivery of 5-star guest experiences across our Aruban portfolio. You will be the vital link between our tried & tested Bocobay systems & processes and what actually happens on the ground, working out of our office near Palm Beach and out in the field across the island. Your remit covers the full operational cycle: arrivals and departures, housekeeping and maintenance scheduling, supplier performance, inventories, keys and property standards. You will lead our on-island team leads, hold them to clear standards and help them grow, while keeping the operation profitable by managing our costs and the revenue we bill to owners.

Aruba is our most mature market, so the challenge here is different from a launch. We are looking for someone who can take an operation that already works and make it consistent, measurable and efficient as we keep adding properties. You should be comfortable with numbers and systems, and take pride in knowing exactly what is happening in your business at any given moment.

At Bocobay you will:

• Own day-to-day operational delivery across our Aruban portfolio, making sure every arrival, stay and departure meets our standards
• Lead and develop our Customer Experience, Housekeeping, Maintenance and Front Desk leads, setting clear priorities and holding the team to them
• Build, document and continuously improve the processes our teams work to, so that good outcomes do not depend on heroics
• Manage our operational costs and owner billing to keep the operation profitable, and flag commercial risks early
• Establish and maintain strong relationships with third-party suppliers such as laundry, landscaping and contractors, holding them to both quality and commercial standards
• Onboard new properties operationally, from inventories and coordinating photography through to getting the first guests in smoothly
• Get out into the field regularly - at Bocobay we all like to get into the trenches, and there's no better way to find opportunities for improvement than to experience an operation first-hand!
• Work closely with our global pricing, guest communications and client relations teams so the island and the wider business stay in step

What we look for:

• Several years of experience running a hospitality, property or service operation, ideally with responsibility for a team of teams
• A strong operator who is used to getting into the trenches & rolling up their sleeves
• Direct responsibility for operational costs or a P&L in a previous role
• Skilled at using common software such as Microsoft Excel or Google Sheets
• Great interpersonal skills and excellent communication abilities
• Guest-centric and positive mindset
• Organized, hardworking, and detail-oriented
• Comfort in independent problem solving with the humility to ask for help when needed
• Thrives in a fast paced, ever-changing, always challenging startup environment
• Fluent in English & Spanish, with Dutch or Papiamento a strong plus
• You never say that's not my job
• Flexible schedule and is open to working weekends
• This position requires a valid driver's License, clean driving record and the right to work in Aruba

What we offer:

• A highly competitive salary
• Huge learning opportunities
• A high-energy, start-up environment with smart, positive coworkers
• An inspiring office near Palm Beach with a fun team from many nationalities
• Regular team events

Important to note

We are a young company with ambitious growth plans, and this is not a 9-to-5 role (at least not always). The nature of our business means that urgent requests can come in at all times, and while we always try to make sure our staff get sufficient rest and time off, hospitality hours can be long and unpredictable during peak times. This reality is offset by flexibility around working hours during quiet times: Our default is to trust our employees, and we encourage you to make up for extra hours worked by clocking off early when there is the possibility to do so (coordinating with your team members).

If this sounds like you or someone you know, please apply by emailing your CV to [email protected]