Operations Manager

Fully Remote — South Africa | Independent Contractor | Full-Time, UK business hours | UK serviced accommodation client About the Role Outsource Ability is recruiting on behalf of a UK serviced accommodation operator for an experienced Operations Manager to oversee guest experience, pricing and reputation across their property portfolio. The core objective of the role is to keep the portfolio running to standard and well booked. You will oversee the standards of the guest communications team and handle escalated guest issues, manage pricing and availability across Airbnb and Booking.com, respond to companies enquiring about stays, and protect the business's reputation through active review management. Key Responsibilities Guest Communications & Team Oversight Oversee the guest communications team and check that messages are answered promptly, accurately and in the agreed tone. Review guest conversations regularly and give the team clear, constructive feedback. Handle escalated guest issues and complaints personally, escalating to the client only where an issue falls outside your authority. Cover guest messages when the team is short-staffed or volumes are high. Maintain and improve message templates, saved replies and SOPs so that standards stay consistent. Coordinate with cleaners, maintenance contractors and suppliers to fix property issues raised by guests. Track the team's tasks through to completion and follow up directly where things slip. Occupancy & Pricing Adjust nightly rates, minimum stays and availability on Airbnb and Booking.com to keep properties booked at the right price. Respond to changes in demand, seasonality and local events by updating pricing promptly. Set up and manage promotions and discounts so that offers are structured correctly and do not stack beyond agreed limits. Keep calendars, rates and restrictions accurate and in sync across all channels. Flag properties with low occupancy early and suggest practical changes to improve bookings. Inventory & Procurement Track stock levels of linen, toiletries and consumables across all properties, working with cleaners to keep counts accurate. Reorder supplies in good time so that properties are fully stocked before guests arrive. Source and compare suppliers for recurring purchases and new property set-ups, within agreed budgets and spending limits. Keep accurate records of purchases and property expenses. Listings & Property Onboarding Create and optimise listings, including titles, descriptions, photos and amenities, to improve visibility and conversion. Coordinate new properties through to launch, including photography, staging and listing set-up, so that each property is ready to take bookings from day one. Corporate & Direct Booking Enquiries Handle enquiries from companies seeking accommodation, such as contractors, relocation agents and insurance claim handlers. Explain the client's offer, agree terms…