Operations Supervisor

Department: Operations - Insurance
Reporting to: Operations Manager
Core Hours: Monday-Friday 8.45am – 5.30pm
Location: Based at our Exeter HQ

Do you have a background in sales, travel or hospitality? What about an interest in exploring the serviced accommodation industry as a future career path? Maybe you’re eager to work in an environment where your free time is as valued as your work hours, and a culture with a benefits list to shout about?

Situ is an established serviced accommodation agency headquartered in stunning Exeter, Devon. We connect people with choice corporate accommodation that feels like home, wherever in the world they might be. With a global supply chain spanning over 144 countries and an ever-growing team, we’re on an exciting journey. Are you ready to join us?

About us

Our success lies in our people-centric approach, it’s what makes us stand out in the industry. Service with heart is how we ensure a 100% client retention rate. But it isn’t just our clientele who get this top-quality treatment, it’s our own people too.

Recognising and nurturing talent is a fundamental part of Situ culture, and we always reward hard work. 2023 alone saw 19 internal promotions within our company, and our dedication and investment in our teams is what makes us a renowned globally great employer. It’s also how we earned a Best Place to Work award last year!

We’re people people - diversity and inclusion is paramount to everything we do here at Situ. From collectively speaking 17 languages, to over half of our leadership roles being held by women, to our dedicated employee committees - we work hard to ensure everyone sees Situ as a safe space.

In a nutshell… We’re on a mission to revolutionise corporate accommodation with our unique approach to the industry and are seeking top-notch people to help us achieve that goal.

But enough about us, it’s you we’re eager to learn more about. So get in touch today and slide into your next role at Situ (literally, we have an office slide)!

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​Job purpose

The role of the Operations Supervisor forms part of Situ’s busy Operations Team, offering our clients a worldwide network of approved and assured serviced apartments in hundreds of destinations.

As Operations Supervisor your role will encompass all the functions of an Accommodation Specialist, whilst overseeing the day-to-day performance and activities of Accommodation Specialists, alongside the Director of Operations, Operations Manager and Hospitality & Quality Manager.

To be successful in this role you will have a thorough understanding of the serviced accommodation industry and have a passion to drive growth within Situ. You will help our clients with their accommodation enquiries, converting these enquiries to bookings whilst offering exceptional customer service along the way. You will be a subject matter expert for your team of Accommodation Specialists, counselling and guiding their performance and service. You will enjoy mentoring your team and supporting their development via monthly 1-2-1s and quarterly appraisals.

​Key responsibilities and duties

• Exceptional enquiry and booking management

• Subject matter expertise in the serviced accommodation industry, understanding the supply chain, product, enquiry and booking processes, able to consult and recommend to both your team and Situ’s clients

• Develop, implement, and maintain quality assurance protocols Maximise all opportunities to develop and nurture new and existing relationships (clients, suppliers, colleagues etc.)

• Mentor Key and Accommodation Specialists in line with the Operations Manager and Hospitality & Quality Manager to ensure all individual, team and business KPI’s are met and exceeded

• Complete monthly appraisals, providing team members with feedback and coaching to improve individual competence and team performance

• Ensure a consistent high level of quality service standards are provided to internal and external customers

• Meet or exceed KPI’s and revenue targets Follow and support company policies and procedures

• Assist with management responsibilities as required

• This list is not exhaustive but covers most of what is expected. You will be expected to perform different tasks as required, in line with Situ overall business strategies.

What a Situ person looks like

• Highly motivated with a positive ‘can do’ attitude
  
• Exceptional attention to detail
• Upholding of company values
• Provide outstanding customer service
• Adaptable to the needs of the business
• Continually seeks personal and professional development
• Excellent time management and organisational skills
• Exceptional communication skills, both verbally and written
• Commercially astute
• Confident with IT to include Microsoft Office products and CRMs

​Benefits working at Situ

• 27 days of holiday per year (including two rest days) plus bank holidays.
• Workplace pension - employer contribution increasing with length of service
• Subscription to online benefits and discount package
• Private health insurance
• 24-hour access to GP
• Employee assistance programme
• Additional day off for your birthday
• Length of service sabbaticals
• Electric car, cycle and tech salary sacrifice schemes
• Quarterly reward experiences
• Opportunities to travel 

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