Operations Manager

The Operations Manager is responsible for the overall management and performance of Urban Home Co-Living. The role oversees day-to-day property operations, occupancy and leasing, tenant experience, collections, facilities, vendors, and on-site staff.

As the primary point of accountability for the property, the Manager ensures operational standards are consistently met, tenant concerns are effectively addressed, and occupancy, collection, and business targets are achieved.

KEY RESPONSIBILITIES

Operations & Compliance

• Lead the day-to-day operations of the property and ensure it is safe, clean, secure, and well-maintained.
• Establish and enforce operational policies, procedures, service standards, and house rules.
• Ensure compliance with applicable permits, building regulations, health and safety requirements, and local ordinances.
• Identify operational issues and implement timely corrective actions and improvements.
• Occupancy, Leasing & Tenant Experience
• Drive occupancy, leasing, and tenant retention targets.
• Oversee the leasing cycle from inquiry and viewing through contract execution, move-in, renewal, and move-out.
• Maintain accurate room availability, pricing, occupancy, and lease expiry records.
• Monitor market and competitor rates and recommend appropriate pricing or leasing strategies.
• Ensure tenant concerns and complaints are resolved promptly and maintain a high standard of tenant experience.
• Develop initiatives that improve tenant satisfaction, engagement, and retention.

Collections & Financial Coordination

• Monitor tenant collections, overdue accounts, and aging in coordination with Finance and Treasury.
• Ensure collection follow-ups and escalation procedures are completed on time.
• Identify collection risks and recommend appropriate corrective actions.
• Support property budgeting, expense monitoring, and monthly operational and financial reporting.

Facilities & Vendor Management

• Oversee housekeeping, preventive maintenance, repairs, and overall condition of the property.
• Manage vendors and service providers to ensure quality, cost efficiency, and compliance with agreed service standards.
• Maintain proper control and accountability over property equipment, assets, and operating supplies.
• Coordinate with Building Administration and vendors on property maintenance and facility requirements.

Team Leadership

• Lead and supervise on-site staff and ensure adequate operational coverage.
• Set performance expectations and provide regular coaching and performance feedback.
• Ensure staff comply with company policies, procedures, and service standards.
• Build a culture of accountability, professionalism, teamwork, and service excellence.

Reporting & Business Improvement

• Maintain accurate tenant, leasing, collections, facilities, and operational records in the system.
• Monitor key property KPIs and provide regular performance reports to the General Manager.
• Identify opportunities to improve occupancy, tenant experience, operational efficiency, and cost management.
• Support the setup and pre-opening of future Urban Home locations as the business expands.
• Perform other duties and responsibilities as may be assigned by the General Manager or Management from time to time, consistent with the needs of the business.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Hospitality Management, Real Estate, or a related field.
• At least (1) year of experience in property management, co-living, serviced residences, dormitory operations, hospitality, or a similar environment.
• Prior supervisory or management experience preferred.
• Strong leadership, organization, problem-solving, and customer service skills.
• Commercially minded with an understanding of occupancy, leasing, collections, and property operating performance.
• Strong written and verbal communication skills in English and Filipino.
• Assigned to work on-site and be available for urgent operational matters