Field Operations Manager – North

sparkeys gestion

Mauritius
Permanent
Full-time

1 month ago

Key responsibilitiesSparkeys Gestion is a premium concierge service specializing in the management of high-end villas and apartments for short-term rentals in Mauritius. As the company expands, we are structuring our team and seeking a Field Operations Manager capable of overseeing the daily management of a property portfolio, ensuring an impeccable guest experience, and coordinating teams and service providers on the ground.🎯 Key Objective: Take full responsibility for all field operations, allowing the director to focus on acquiring new property owners and strategic business development.MAIN MISSIONEnsure the complete operational management of a portfolio of short-term rental apartments and villas. Deliver an exceptional guest experience, maintain high owner satisfaction, and free the management team to focus on business growth.GUEST EXPERIENCE & CLIENT RELATIONSManage client relations before, during, and after stays: prompt responses to requests and emergencies via Airbnb, Booking.com, Whatsapp, and phoneOrganize and oversee check-ins and check-outs, independently or with service providersPrepare and provide welcome documents: house guides, practical and tourist informationHandle special requests and additional services (transfers, massages, excursions) in coordination with Circle Getaway providersManage complaints, incidents, and compensation requests, ensuring resolution to client satisfactionEncourage and collect positive guest reviews (Airbnb, Booking, Google) and use feedback to improve servicesPROPERTY, CLEANING & MAINTENANCEEnsure complete property preparation: cleanliness, fresh linens, stocked consumables, and staging aligned with Sparkeys' premium positioningCoordinate housekeeping teams: schedules, briefings, quality control, managing absences - and perform cleaning if needed in emergenciesOrganize laundry management: stock tracking, collection/delivery to laundry services, rotation between propertiesRegularly inspect property condition (furniture, appliances, equipment) and perform periodic inventoriesCoordinate technical interventions (plumbing, electricity, air conditioning, pool, garden): opening, follow-up, and controlCarry out occasional purchases (consumables, small equipment, linens) within the defined budgetSERVICE PROVIDER MANAGEMENTBuild, manage, and retain a reliable network of service providers: housekeepers, gardeners, pool technicians, technicians, driversRecruit, onboard, and train service providers according to Sparkeys Gestion standards (quality, timeliness, presentation)Establish and manage intervention schedules, adapt to reservations, and handle unforeseen issuesEnsure service quality, provide regular feedback, and adjust collaborations when necessaryADMINISTRATION & REPORTINGPrepare billing for each owner according to stays, commissions, and services, in coordination with managementMaintain up-to-date information in Notion / Google Drive: contracts, stay histories, incidents, interventionsKeep client and supplier databases currentCollect performance data (occupancy rates, client feedback) and assist in monthly reportingAssist with supplier invoices and declarations (tourist tax, statistics)Hard skillsSoft skillsGood to knowGoals & Performance Metrics:Indicator | Target
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Average guest rating ≥ 4.8 / 5 on Airbnb and Booking
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Guest response time
30 minutes during the day
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Complaint resolution rate ≥ 95% within 24 hours
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Property quality check: 100% of properties verified before each arrival
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Service provider reliability: 0 unplanned absences without replacement
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Monthly report: Delivered before the 5th of each monthN+1 Management Style:Delegates, gives clear instructions and is coaching-oriented.Career Progression Opportunities:Head of Operations / Operations DirectorBenefits & Culture:Dynamic environment, varied missions, autonomy, skills development, tight-knit small team, professional work environment.Candidate Selection Criteria:Minimum 3 years of experience in a similar role (property management, hospitality, concierge services)
Fluent in French and English - both spoken and written
Proficiency with Airbnb and Booking.com platforms
Flexible availability including evenings and weekends
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Based in Mauritius or ready to relocateTECHNICAL SKILLS REQUIREDMinimum 3 years' experience in a similar roleProficiency in office tools: Google Workspace (Docs, Sheets, Drive, Calendar), Microsoft Office, Excel, and PowerPointAbility to use AI tools to optimize professional tasksFluent French; English requiredFamiliarity with Airbnb and Booking.com platforms (messaging, calendars, pricing, disputes)Comfortable with digital tools: Google Drive, Notion, internal CRMKnowledge of housekeeping, property maintenance, and service provider coordinationSolid foundations in invoicing and dashboard trackingAbility to use automation tools (auto-messages, reminders, self check-ins)PERSONAL QUALITIESExcellent organization, prioritization, and composure during peak activityAutonomy, responsibility, reliability, and rigor in executionStrong premium customer service mindset, positive and professional attitudeExcellent interpersonal skills with diverse profiles: property owners, international guests, local service providersProactive, able to anticipate needs and solve problemsFlexible working hours (evenings/weekends based on arrivals and emergencies)Knowledge of Mauritius (areas, culture, attractions) is highly appreciatedWork condition:Full-time position, based in Grand Baie.
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Working hours may vary depending on activity levels and operational priorities, with some flexibility required during peak periods, emergencies or ongoing projects.Message from your future manager N+1:To apply, please send your CV along with any elements that showcase your background and experience. We review every application carefully and commit to responding within 7 working days. Only candidates selected for an interview will be contacted by email.

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