Estate Operations & Experience Manager

Description

ROLE

The Estate Operations & Experience Manager is responsible for the day-to-day oversight of the Shadow Creek estate operations, ensuring the property is impeccably managed and maintained with the highest standard of excellence and care. The Estate Operations & Experience Manager will also partner with the Director of Estates & Experiences to plan and execute business meetings, hospitality events, convenings with strategic partners, and other activations and experiences at the Shadow Creek estate.   

This multifaceted role combines the sophistication required to skillfully balance routine tasks such as managing household inventory, to creating memorable experiences and events for the guests while exhibiting high emotional intelligence, creativity and adept problem-solving abilities. This role requires coordinating and effectively managing estate operations staff and service providers, ensuring all property processes are executed with efficiency and precision, using modern, app-based technology solutions. The Estate Operations & Experience Manager will be committed to the highest standards of hospitality and organization while guaranteeing that all interactions with the internal and external guests and partners are approached with grace, skill, and unwavering professionalism.

RESPONSIBILITIES

Comprehensive Estate Operations Management:

• The Estate Operations & Experience Manager will be responsible for a wide range of duties, including overseeing interior property maintenance, managing housekeeping staff, coordinating with vendors, and ensuring the property is meticulously organized and maintained. The role will need to anticipate needs, resolve issues independently, and be adept at preparedness, maintaining readiness for any situation. 
• Oversee interior maintenance and schedule/manage all vendors and contractor relationships, knowing who to call for everything from plumbing issues to unexpected maintenance needs, overseeing vendor performance, negotiating contracts and overseeing project quality and budgets, while making recommendations of cost-effective alternatives to address household repairs and services, while keeping the Director of Experiences & Estates notified of major estate maintenance/repairs.
• Thrive in a fast-paced environment, managing multiple projects and priorities with a keen eye for detail. 
• Display a high level of responsibility, flexibility, and the ability to maintain calm under pressure. 
• Demonstrate a “can-do” attitude when handling daily challenges.

Organizational Excellence:

• Proficient in using smart home technologies and household management software to streamline operations and improve efficiency.
• Oversee all documentation of property including activity logs, photo documentation, safety logs, etc.
• Organizing and managing household systems, with a keen eye for recognizing when things are out of order ensuring everything is uploaded and tagged correctly by location. 
• Work with housekeeping team to develop an inventory of household items, including dry stores, wine, alcohol, toiletries, medications, linens, crockery, cutlery, and glassware, ensuring all essentials are stocked.
• Oversee Inventory management, including the bars, cigars, wine cellars and event supplies. Manage these inventories, ensuring accurate tracking and organization.

Communication & Leadership:

• Anticipating needs and foreseeing issues while overseeing and managing day-to-day operations and logistics for the residence, while working alongside and supporting housekeeping team.
• Foster a respectful, communicative, and cohesive team culture. Support a positive, collaborative environment where team members appreciate and understand the interdependent nature of their work.
• Possess excellent interpersonal skills, intuitive people management, and the ability to lead by example in delivering high-standard service.
• Possess a can-do outlook and an excellent resourceful problem-solving ability to troubleshoot technical and mechanical situations with the on-site Facilities Maintenance Manager to effectively anticipate, troubleshoot, diagnose, and resolve any maintence issues as a team.
• Demonstrate and maintain a passionate attitude about achieving and maintaining an exceptional standard of service quality, with a proactive focus on continual improvement.

Administrative and Operational Excellence:

• Manage the property calendar, as well as the housekeeping schedules and timecards approvals.
• Create policies, standard operating procedures/protocols, checklists, and reference manuals, as well as communication and training of these to housekeeping staff.
• Work closely with interna