Chief Operating Officer (Hybrid Remote)

(Travel: 1–2 in-person visits per year)

Reports to: CEO

Manages:

Guest Service Department
Operations Department (Inspectors, Field Team)
Verifications Workflow
Refund & Claims Processes
Scheduling
SOPs
Quality Control
Accounting Coordination

Role Summary

We are seeking a high-level, emotionally mature COO to take full ownership of all daily operations across our multi-property hospitality portfolio. This role is remote, with 1–2 trips per year for strategic planning and operational audits.

Key Responsibilities

Leadership & Ownership

Full daily ownership of operations and guest services
Build a culture of accountability, communication, and excellence
Manage a remote and on-site team with clarity and emotional stability
Lead weekly operations meetings and KPI reviews

Guest Services Management

Oversee all guest service agents
Enforce tone, response times, and SOP adherence
Manage escalations with maturity and calmness
Implement service recovery strategies (refund matrix, compensation rules)
Ensure 5-star experience standards

Operations & Field Management

Manage inspectors and field operations
Oversee turnover quality
Ensure pass-offs are accurate
Monitor work orders, maintenance, & vendor standards
Improve process efficiency

Systems, SOPs & Quality

Build, update, and enforce SOPs
Identify inefficiencies and fix quickly
Standardize workflows across teams
Improve consistency and eliminate chaos

Hiring, Training, Development

Own hiring pipelines for GS + Ops
Conduct interviews & build high-performing teams
Ensure ongoing training and professional development
Remove underperformers quickly and respectfully

Accounting Coordination

(Not doing accounting; ensuring accuracy + process flow)

Approve refunds & credits according to policy
Check owner statements for accuracy
Coordinate with AR/AP + bookkeeper
Ensure revenue integrity

Executive-Level Responsibilities

Weekly report to CEO
Quarterly planning
Strategic forecasting & problem prevention
Department budget oversight
Build alignment across the entire company

Qualifications

5+ years in operational leadership
Hospitality, property management, real estate, or BPO leadership preferred
Strong emotional intelligence & calm under pressure
Proven track record of running remote teams
Process-driven, structured, and excellent communicator
Exceptional English