Urban Rest is a high-growth flexible living operator and technology platform disrupting the
serviced apartment and corporate housing space across APAC and Europe. The business focus
is on owning the distribution layer for the contracted travel market into living assets, while
delivering a consistent brand and guest journey through technology. Urban Rest also offers
physical asset operation services that enable branded accommodation assets such as hotels to
be managed with greater efficiency and distributed to contracted clients such as enterprise,
government, insurance and SME clients.
We provide the digital infrastructure and services that connect institutional living-sector assets
and the contracted travel market at scale.
Our mission is to make flexible living seamless.
Director of Operations - APAC
Role Description
The Director of Operations – APAC is a senior operational leadership role with one core
mandate: ensure that every guest who stays at an Urban Rest property across the APAC
region has an outstanding experience - consistently, efficiently, and at a standard that reflects
the brand promise we make to every client and traveller. You own the end-to-end guest
experience operation: from the service standards and SOPs that define how it should work, to
the people, systems, and quality controls that ensure it actually does.
This is not a back-office function. Operations is the most visible expression of what Urban Rest
stands for. The Director of Operations sets the standard for what great looks like across the
APAC portfolio - and then builds the teams, structures, and disciplines that deliver it at scale,
across multiple cities, multiple property types, and a portfolio that is growing.
Your mandate has expanded to encompass the full spectrum of physical asset quality -
including maintenance governance, preventative maintenance programmes, and the quality
assurance framework that keeps Urban Rest's properties in the condition guests expect. In this
respect you work in close partnership with the Director, Technical Services & Onboarding -
who owns new property delivery, space planning, design review, and supply chain - ensuring a
seamless handover from new asset into live operations, and a consistent feedback loop
between operational experience and asset condition.
You report to the Regional General Manager – APAC and sit on the APAC Senior Leadership
Team. You lead Operations Managers and Field Staff across the APAC region, and you carry
accountability for the cost efficiency, guest satisfaction performance, and quality compliance
of the operational function as a whole.
Key Responsibilities
Guest Experience Strategy & Service Delivery (30%):
Define and own the APAC guest experience strategy - localising the Global GX playbook into market-specific execution models that reflect the guest profile, property mix, and operational reality of each city.
Establish and continuously evolve the service standards, SOPs, and guest communication frameworks that govern how Urban Rest's operational teams interact with guests across every touchpoint - pre-arrival, in-stay, and post-departure.
Lead the APAC guest satisfaction programme - owning NPS tracking, review monitoring, guest feedback analysis, and the translation of that data into targeted operational improvements.
Work closely with the Global Guest Relations function to maintain service and communication standards - with a particular focus on proactive guest experience, early issue identification, and service recovery that retains the relationship.
Partner with the Director, Technical Services & Onboarding to ensure that new properties entering the live portfolio are operationally ready - with all housekeeping, maintenance, and guest experience systems in place from day one.
Act as the senior escalation point for complex guest issues across APAC - resolving with urgency, professionalism, and a bias toward relationship preservation.
Maintenance, Asset Performance & Quality Assurance (25%):
Own the APAC preventative maintenance programme - ensuring all scheduled works are planned, resourced, and completed on time across every property in the portfolio, minimising reactive maintenance events and extending the working life of physical assets.




Govern reactive maintenance across the APAC portfolio - with clear response time standards, contractor management protocols, and escalation pathways that prioritise the guest experience without creating cost inefficiency.
Own the APAC quality assurance programme - including scheduled property inspections, apartment audits, housekeeping standard assessments, and post-stay condition tracking - with clear scoring, reporting, and remediation processes that are consistently applied.
Develop and maintain asset replacement plans for all major FF&E; and building fabric categories - working with the Director, Technical Services & Onboarding on specification standards and supply chain - ensuring replacements are planned and budgeted rather than triggered by failure.
Monitor contractor and maintenance supplier performance across the APAC portfolio - managing SLAs, KPIs, and cost outcomes with rigour, and escalating or replacing underperforming relationships without delay.
Analyse maintenance cost data, QA audit outcomes, and asset condition trends to identify portfolio-level patterns - and use that intelligence to drive continuous improvement in how the team manages physical property standards.
Collaborate closely with the Director, Technical Services & Onboarding on the boundary between in-life maintenance (Operations) and capital works, refurbishments, and technical interventions (Technical Services) - ensuring clear ownership, clean handoffs, and no gaps in accountability.
Lead, coach, and develop Operations Managers and Field Staff across the APAC region - setting clear performance expectations, running regular structured feedback sessions, and building a high-performance operational culture.
Drive recruitment, onboarding, and performance management across the operational team - in partnership with HR and the Regional GM – APAC - ensuring the team grows in quality as the portfolio grows in scale.
Build a coaching-first culture within Operations - one where team members understand the why behind every standard, take genuine pride in the guest experience, and feel equipped and empowered to resolve issues without always escalating.
Plan and manage operational team resourcing in alignment with portfolio growth, seasonal demand patterns, and the city-by-city property mix - ensuring coverage is never the reason the guest experience fails.
Identify and develop the next generation of operational leadership within the APAC team - building succession depth and ensuring Urban Rest is not dependent on any single individual in a critical operational market.
Lead by example - this is a hands‐on leadership role. You are present in the markets, visible to the team, and willing to roll up your sleeves when the situation demands it.
Operational Efficiency & Cost Management (15%):
Own the APAC operational cost base - including COGS per occupied room night, housekeeping cost per unit, maintenance spend, and GX team cost per unit under management - with clear benchmarks, tracking cadence, and a continuous
Identify and deliver operational efficiency initiatives - streamlining workflows, reducing manual processes, improving scheduling, and building operationally scalable team structures that grow with the portfolio without growing costs proportionally.
Lead the rollout and continuous improvement of Salesforce Field Service and other operational technology platforms across the APAC region - ensuring the team is using technology to work smarter, not just harder.
Manage the APAC operational budget - tracking expenditure against plan, escalating variances with context and resolution proposals, and maintaining financial discipline across all operational spend categories.
Build and maintain operational reporting frameworks - covering NPS, QC pass rates, maintenance response times, cost benchmarks, and team productivity - that give the Regional GM – APAC and SLT a clear, current view of operational performance.




Cross-Functional Partnership & Stakeholder Engagement (10%):
Work in close, structured partnership with the Director, Technical Services & Onboarding - aligning on new property handover standards, maintenance vs capital works boundaries, FF&E; specifications, and the feedback loop between in-life operational experience and future asset decisions.
Partner with Revenue Management to communicate operational constraints - planned maintenance windows, housekeeping capacity limits, and property condition issues - with sufficient lead time to protect revenue outcomes.
Collaborate with Sales and Account Management to ensure that client-facing commitments on service standards, response times, and property condition are grounded in what Operations can consistently deliver.
Build and maintain relationships with key property partners, building managers, and strata contacts - ensuring Urban Rest's operational obligations under lease and HMA agreements are met, and building-level issues are resolved with professionalism.
Contribute actively as a member of the APAC Senior Leadership Team - bringing an operational and guest experience perspective to commercial, strategic, and people discussions across the broader leadership agenda.
What Success Looks Like
In your first 90 days:
Full operational audit completed - NPS performance, QC pass rates, maintenance response times, housekeeping standards, and team structure assessed across every APAC market.
Operational cost baseline established - COGS per occupied room night and GX team cost per unit benchmarked, with a transparent view of where the portfolio sits relative to target.
Maintenance and QA governance reviewed - preventative maintenance compliance, reactive maintenance patterns, and audit programme assessed, with a remediation plan for any gaps.
Sales & AM, and General Managers engaged as genuine operational partners.
A 12-month APAC Operations priorities plan presented to the Regional GM - covering guest experience, quality, maintenance, cost, and team development.
By end of Year 1:
APAC NPS is at or above target - with a clear narrative on what drove the outcome, city by city.
QC audit pass rates are at or above 90% across the portfolio - with a preventative maintenance programme that is reducing reactive events measurably.
Operational cost benchmarks are being met - COGS per occupied room night and team cost per unit under management are within plan.
The operational team is performing at a higher standard - evidenced by NPS, audit scores, attrition rates, and team engagement.
The boundary between Operations and Technical Services is clean and well-managed - no gaps in accountability, and new properties are landing into live operations with zero
Key Attributes
A seasoned operational leader with 6+ years of experience in multi‐site hospitality, serviced apartments, or property operations - proven track record across multiple cities or markets.
Guest‐obsessed and standards‐driven - you take the physical and service quality of every property personally, and you build teams that feel the same way.
A confident maintenance and asset condition leader - you understand preventative maintenance programme design, contractor management, and the QA disciplines that
Financially disciplined - comfortable managing an operational cost base, reading a P&L;, understanding COGS and margin dynamics, and making efficiency decisions without
A natural people leader - you build high‐performing, engaged operational teams through coaching, presence, and a culture of accountability that people want to be part
Technology‐fluent - you leverage operational systems (Salesforce Field Service or equivalent) to drive team efficiency and give leadership real‐time visibility into performance.
A skilled cross‐functional partner - you work effectively with Revenue, Sales, Technical Services, and Real Estate, and you understand that operational decisions rarely exist in isolation.
Willing and able to travel across APAC markets - the portfolio is multi‐city and effective operational leadership requires genuine on‐the‐ground presence.
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📌 Director Of Operations (Sydney)
🏢 Urban Rest Pty
📍 Sydney