About You

• You're a highly experienced professional with a strong background in luxury hospitality, renowned for your ability to deliver and train others in exceptional guest service.
• You’re already based in the US and are willing to travel regularly across the country.
• Expertise in managing escalations, ensuring guests leave with positive impressions.
• Skilled in creating impactful, remote training workshops for our Guest Experience Team.
• A master of quality control, with a keen eye for upholding the highest standards in guest experiences.
• Proven track record of maintaining and enhancing partner relationships across the US, especially with cleaning companies and service providers.
• Ideally trained to the highest standards in guest experience delivery, with a passion for providing outstanding customer service.

The Company

Lavanda is a B2B software company. We’ve developed an award-winning, best-in-class SaaS platform that enables Multifamily and Student accommodation operators to optimise their portfolios with a comprehensive short and medium-term rental solution. 

Our software toolkit enables partners to tap into the full spectrum of rental demand across their portfolios, whilst powering a range of management solutions to suit their evolving needs: fully-outsourced operations or in-house management.

Having raised a total of $20m+ to date, we’re backed by leading VC investors and are now scaling the business globally.

The Opportunity

Join us in our mission to redefine the standards for our guest experience across the US. As our Hospitality Operations Manager, you will spearhead initiatives to improve guest satisfaction and ensure the impeccable quality of on-site offerings and housekeeping standards. This role offers the unique chance to shape the future of our guest experiences by leading training for our remote Guest Experience Team and visiting key client sites across the US to uphold our service standards. Your leadership will be crucial in delivering our "North Star metric" and furthering our partnerships with essential service providers.

Main Responsibilities

• Manage and resolve guest escalations, ensuring a seamless and positive experience for all guests.
• Design and conduct remote training workshops for the Guest Experience Team, focusing on quality and excellence in customer service.
• Oversee the Quality Control of the Guest Experience Team, implementing standards that match our commitment to luxury and excellence.
• Regularly visit key client sites across the US to audit and improve the quality of housekeeping and on-site services (must be willing to travel).
• Develop and strengthen partnerships with cleaning companies and other service providers, enhancing our service offerings and guest satisfaction.
• Drive the achievement of our "North Star metric" as agreed with our clients, embodying a passion for delivering top-notch guest experiences and customer service.

Why Join Us?

• Competitive salary.
• Equity: True ownership of a top global SaaS company - you’re helping to build it, so we believe you should own a slice of the pie.
• Healthcare and 401k.
• $1000 annual wellbeing budget for you and your family to spend on whatever helps you to feel and be at your best.
• Flexible working is actively embraced.
• Choose your own tech - get the equipment you love using at work.
• Generous holiday allowance, including the full Christmas to New Year as a break on us.
• Join a highly motivated, engaged team of extremely smart, creative and talented people.