Operations Coordinator

As an on-site Operations Coordinator, you are the lifeblood of our Numa properties. Your mission is to ensure every guest steps into a flawless physical environment, rooted in clean, well-maintained, and perfectly on-brand spaces. Working closely with Housekeeping, Maintenance, your regional and central Ops peers, and our remote Guest Experience Team, you act as the proactive eyes and ears of our tech-enabled hotel model. 

In this role, you will:

● Obsess Over Guest Rooms: The guest rooms are your ultimate domain and primary focus. You are responsible for conducting rigorous daily room checks, executing improvement projects and working alongside Housekeeping and Maintenance to continuously elevate the quality of our spaces day-in and dayout, using our in-house developed tech-stack.

● Run Daily Operations: Monitor arrivals, run daily housekeeping briefings, and rigorously walk all public areas (lobbies, hallways, stairwells) to ensure they are pristine and guest-ready. Schedule and attend maintenance appointments, guarantee rooms are ready by check-in, ensure key guest amenities managed by external partners (like gyms or breakfast partners) run smoothly day-to-day, and execute key property projects flawlessly.

● Spot It, Report It, Own It: Proactively spot, report, and fix discrepancies before they impact the guest experience. Analyze our guests' reviews and conversations with Numa every day, identifying the root cause of on-site requests or complaints, and then work to fix them: fast, effectively, and with full follow-through.

● Structure Back of House: Keep the engine room running by managing efficient storage, proactively handling stock and deliveries and enforcing local compliance. Act as the physical hands on-site for our remote ICT team, assisting with tech troubleshooting as required.

● Keep The Team In The Loop: Overcommunicate. You take responsibility for keeping the wider company and teams informed through consistently logging issues and escalating on site developments as required to allow us to proactively course correct.

● Manage property knowledge. Actively update internal databases, check online listings for accuracy and ensure our guest-facing digital information is on point so remote teams can always rely on the information they find and have the real-time context they need.

About You:

We encourage you to apply even if you don't think you meet all of the below criteria. We care most that you are excited about the role and our mission, and are willing to learn. Ideally, you have:

 ● English fluency (C1+ required). ● A "Guest Obsessed" mindset with incredible attention to detail and an understanding of what needs prioritising when guest satisfaction is on the line.

● Extreme Ownership & Self-Starter Attitude: You don't say "not my problem" and don’t wait to be told what to do. You deal with issues and challenges headon—tackling what you can autonomously.

● A true hands-on mentality: You are in your element when you are away from the desk and out interacting with the physical product. You aren't afraid to get your hands dirty when required - actively seeking out creative solutions to longstanding issues.

● A highly structured approach to juggle BOH invento

● Excellent communication skills to act as the seamless bridge between our remote GX team, local partners, and on-site staff.

● A "Win Together" attitude: You know we are stronger as a sports team, working towards a common goal.

● Previous experience in the hospitality industry, preferably in operations, housekeeping, or guest relations. 

All Hands on Deck: When Things Don't Go to Plan ⛵

While your day-to-day is largely behind the scenes, hospitality is unpredictable. When a critical incident strikes — such as a burst pipe, fire alarm or power outage, your focus shifts:

● Prioritize Guest Comfort: Even when the building is facing technical difficulties, your primary goal is to ensure our guests feel safe, cared for, and prioritized throughout the disruption.

 ● Be the Face of the Solution: Pivot from behind the scenes and take a front seat role in actively speaking with affected guests face-to-face. Answer questions, give updates, offer reassurance and guide them to get the tailored assistance they may require.

● Manage Physical Communications: Post physical notices and provide inperson updates, working in lockstep with the remote Guest Experience team so they can manage the wider digital messaging and service recovery process

● Support with the Physical Fix: Work with Ops managers to, when required, assist with the on-site resolution by directly coordinating with external partners to improve the situation for our guests, escalating when required.