Success Profile
Property Services Manager
Core Purpose of the Role
The Property Services Manager ensures that all properties within the portfolio are maintained to the highest standard of cleanliness, presentation, and safety, enabling seamless guest arrivals and positive experiences. This role is responsible for coordinating linen services, housekeeping teams, and trade contractors, while managing schedules, systems, and quality standards. Acting as the operational backbone of property readiness, the Manager ensures properties are consistently guest-ready, supports owner confidence, and contributes directly to the reputation of the brand.
Responsibilities & Outcomes
Housekeeping & Linen Coordination
Plan, schedule, and oversee housekeeping and linen rotations across the portfolio, ensuring each property is cleaned, stocked, and prepared on time for guest check-in, directly contributing to a seamless guest experience.
Maintenance & Trade Services
Coordinate maintenance tasks and manage trade contractors for repairs, compliance, and preventative upkeep, reducing downtime and safeguarding the safety, comfort, and long-term value of properties.
Scheduling & Task Management
Develop and maintain weekly operational schedules for housekeeping, linen, and trade services, optimising workflows and ensuring resources are allocated efficiently to meet property readiness deadlines.
Property Standards Monitoring
Conduct spot checks, audits, and follow-up inspections on property presentation, cleanliness, and safety, ensuring feedback from guests and owners is acted upon to maintain consistently high standards.
Issue Resolution
Respond quickly to property-related service issues, escalating to contractors or managers as needed, minimising disruption to guests and maintaining owner confidence in property care.
Contractor & Vendor Relations
Build strong, professional relationships with external service providers—including linen suppliers, housekeeping teams, and tradespeople—ensuring accountability, reliability, and adherence to service agreements.
Systems & Record Management
Accurately log, track, and update all property service activities in property management systems, ensuring transparency, accountability, and data integrity for reporting and performance analysis.
Collaboration with Operations & Guest Experience
Work closely with Operations and Guest Experience teams to ensure properties are fully prepared for arrivals, aligning service delivery with guest expectations and overall brand standards.
Knowledge, Experience, Competencies & Attributes
Knowledge & Experience (Non-Negotiables):
3+ years’ experience in property services, facilities management, or hospitality operations.
Strong knowledge of housekeeping, linen, and maintenance workflows in a property or hospitality setting.
Proven ability to liaise effectively with contractors, vendors, and service providers.
Experience with scheduling, task management, and property management systems.
Core Competencies:
Contractor and Vendor Coordination: Ability to manage multiple service providers and ensure accountability.
Scheduling and Resource Management: Skilled at planning, prioritising, and balancing competing service requirements.
Problem-Solving & Issue Resolution: Responds quickly and effectively to operational challenges, minimising guest and owner impact.
Attention to Detail in Property Standards: Consistently upholds high presentation and compliance standards.
Attributes:
Highly organised and proactive, anticipating service needs before they become issues.
Quality and service-driven, committed to ensuring properties reflect brand standards.
Strong communicator, able to coordinate across internal teams and external contractors.
Calm under pressure, with the ability to manage multiple deadlines in fast-paced environments.
Key Stakeholders
Operations Manager – For reporting, alignment, and escalation of operational issues.
Guest Experience Team – Ensuring property readiness and seamless guest arrivals.
Property Owners – Confidence in property standards, presentation, and upkeep.
Contractors (Housekeeping, Linen, Trades) – Daily coordination and service delivery.
Performance Indicators
Short Term (0–6 months):
Weekly housekeeping, linen, and trade schedules consistently completed and delivered.
All service tasks logged and tracked in systems within agreed timeframes.
Service issues escalated and resolved promptly, with minimal guest disruption.
Long Term (6–18 months):
Increased guest satisfaction and positive feedback related to property cleanliness and standards.
Reduced delays and downtime in property readiness across the portfolio.
Strong, reliable vendor and contractor relationships, resulting in fewer service failures.
Improved operational efficiency and scalability in service delivery.
General
All company policies and procedures, as updated from time to time, must be adhered to.
Workplace safety is our priority, and it is vital that all employees adhere to any WH&S directives and policies provided by the organisation.
