The Operations Manager will work in close partnership with our Owners, General Manager, Reservations Manager and Accounts Manager, playing a central role in the continued success of the business. Operations are central to our success and we are looking for a highly skilled, practical, solutions-orientated team player who enjoys a small, collaborative team that is high performing and results driven. Efficiency and digital tools are essential to this role to ensure every property is consistently guest-ready and any issues are resolved quickly to maintain our standards, guest experience and reputation. Hunter Valley Stays is a highly responsive business where all team members work together to find solutions - as such, the role does include occasional after-hours calls that require prompt and practical resolution.

KEY RESPONSIBILITIES

- In consultation with Owners and Accounts, contribute to the management of revenue ensuring pricing is competitive, accurate and reflective of market conditions and seasonal demand.
- Manage sales revenue forecasting across the property portfolio to support business planning and owner reporting.

Property Operations

- Oversee the day-to-day operations of a portfolio of properties, ensuring each is consistently guest-ready prior to occupancy.
- Maintain a thorough and current knowledge of individual property operations, practices and specific requirements across the portfolio.
- Be the first port of call for after-hours maintenance requests, coordinating an appropriate and timely response.
- Coordinate the response team and either attend personally or arrange contractors to service properties as required.
- Coordinate responses to any property issues arising while guests are in occupancy, outside of standard reservations matters.
- Maintain a forward calendar of scheduled servicing and maintenance requirements for all properties.
- Maintain all property-related contracts and ensure they remain current.
- Manage relationships with housekeeping contractors and ensure all contracts are current, accurate and performance-driven.
- Oversee housekeeping quality assurance across the portfolio, with consistent inspection, reporting and feedback processes in place.
- Manage housekeeping contractor scheduling to ensure properties are always presented to the highest standard prior to guest arrival.

Maintenance Management

- Manage and coordinate the Maintenance Manager and all maintenance personnel across the portfolio.




- Coordinate with contractors the supply and maintenance of pools, water, gas, septic, fire and pest inspections, waste management, timber and fuel suppliers across the portfolio.
- Coordinate suppliers and manage their service rosters to ensure timely and productive property upkeep.

Client & Owner Communications

- Serve as the primary contact for all operational functions, for both clients and property owners.
- Act as client and communications manager across all property operational matters, ensuring timely, professional and solution-focused responses.
- Handle guest feedback in consultation with the General Manager and Reservations Manager.
- Respond promptly and professionally to all client and guest requests.
- Build and maintain strong working relationships with suppliers and contractors across all service categories.
- Source, engage and manage contractors required to service or repair properties across the portfolio.
- Work with the Accounts team to confirm activities charged and ensure accuracy for monthly owner disbursements.
- Apply a financially astute approach to operational decisions and supplier spend.
- Ability to read and interpret a Profit & Loss statement to support operational and business decision-making.
- Operate alongside the Head of Reservations and Accounts, contributing to a cohesive and collaborative senior operations team.
- Provide strong, hands‑on leadership across the maintenance and response teams, with clear strategic forward planning to ensure all properties are consistently prepared and ready ahead of guest occupancy.
- Identify and champion digital tools, systems and process improvements that drive greater efficiency and consistency across operations.
- Work closely with the Owner and General Manager on the broader optimisation of business practices and operational processes.

Business Development & Team Support

- Assist in the onboarding of recent properties, gaining a thorough understanding of each property’s operational requirements alongside the Maintenance team.
- Train in and maintain proficiency with Newbook property management software.




- Complete basic real estate training as required for the role; a Real Estate Licence would be a distinct advantage.

ABOUT YOU

- A positive, can-do attitude with a genuine solution-driven and creative approach to problem-solving.
- Experience as a senior leader within a tourism, hospitality or short-term accommodation business.
- Exposure to rural property management and short-term holiday accommodation is a strong advantage.
- Strong leadership skills, with the ability to think strategically and plan ahead to keep teams and properties on track.
- Financially astute with strong numerical skills, including the ability to read and interpret a Profit & Loss statement.
- Proven ability to contribute to sales revenue forecasting and property rate management.
- Strong organisational and coordination skills, comfortable managing multiple properties and priorities at once.
- A drive to modernise and digitise operational processes, with an eye for practical, efficiency-boosting systems and tools.
- Proficient in Apple Mac and iPhone, with confidence using mobile and desktop technology in a fast-paced operational environment.
- Willing to train in and develop proficiency with Newbook property management software.
- Confident, clear communicator able to liaise with guests, owners, contractors and the internal team.
- Well spoken and well presented, with a confident and professional manner in client and customer-facing situations.
- An exceptional eye for detail, ensuring properties, processes and communications always reflect the high standards of the Hunter Valley Stays brand.
- Someone who exercises high standards and takes pride in quality outcomes across every aspect of the role.
- Enjoys collaboration and teamwork, and values loyalty and trust in a close-knit working environment.
- A Real Estate Licence would be a distinct advantage.
- Must live locally in the Hunter Valley — as we service wine country properties across a wide geographic area, the ability to attend properties within timed call-out periods is essential.
- Willing and able to coordinate contractors or attend properties outside of standard hours when required, including occasional weekend calls.
- A current driver's licence and own reliable vehicle.

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📌 Operations Manager (Pokolbin)
🏢 Hunter Valley Stays
📍 Pokolbin