General Manager
Heirloom exists to connect people to places and to each other. We design, build, and operate beautiful spaces that redefine what it feels like to travel as a group. With roots in New Orleans and a growing presence in more than a dozen destinations nationwide, Heirloom blends the warmth of hospitality with the power of technology to create unforgettable group travel experiences. Our focus on providing world-class accommodations in premier destinations, combined with a data-driven and tech-enabled operational strategy, has allowed Heirloom to carve out a distinctive position within the luxury short-term rental and property management space.
Position Overview
The General of Operations oversees the day-to-day operations of Heirloom’s Gulf Coast markets with direct oversight over property management, Guest Concierge, housekeeping, and maintenance in these geographies. This position will be based in New Orleans, LA and will provide remote management support to other assigned market(s). The General Manager Of Operations Will Manage company infrastructure: office, warehouse, company vehicle(s), equipment, etc. Serve as the primary point of contact for key contractor relationships: Housekeeping, construction, vendors like HVAC, landscaping, pest control, etc. Be evaluated using the following metrics: Guest Satisfaction and cleaning reviews (based on weekly review report)Team Growth/Personnel: retention, billable utilizationProperty score card: visual inspection of properties - does this meet our internal standards, in addition to guest feedbackVendor Management (housekeeping, repair, maintenance, etc.)Cost Management at the property and team level Consumable supply spend Ticketing data metrics: issue resolution timeline
Essential Functions
- Maintain high cleaning and maintenance standards and create plans to keep the properties in excellent shape
- Ensure guest issues are handled with care, regardless of the time they occur
- Team growth and management: Schedule, performance, and HR relationship management for market employees
- Team member onboarding and training in