Field Operations Manager – North

Field Operations Manager

Sparkeys Gestion is a premium concierge service specializing in the management of high‑end villas and apartments for short‑term rentals in Mauritius. The company is expanding and seeks a Field Operations Manager who will oversee daily management of a property portfolio, ensure an impeccable guest experience, and coordinate teams and service providers on the ground. Remote work is an option and expatriate eligibility is confirmed.

Take full responsibility for all field operations, allowing the director to focus on acquiring new property owners and strategic business development.

Ensure the complete operational management of a portfolio of short‑term rental apartments and villas. Deliver an exceptional guest experience, maintain high owner satisfaction, and free the management team to focus on business growth.

• Manage client relations before, during, and after stays: prompt responses to requests and emergencies via Airbnb, , Whatsapp, and phone.
• Organise and oversee check‑ins and check‑outs, independently or with service providers.
• Prepare and provide welcome documents: house guides, practical and tourist information.
• Handle special requests and additional services (transfers, massages, excursions) in coordination with Circle Getaway providers.
• Manage complaints, incidents, and compensation requests, ensuring resolution to client satisfaction.
• Encourage and collect positive guest reviews (Airbnb, Booking, Google) and use feedback to improve services.

• Ensure complete property preparation: cleanliness, fresh linens, stocked consumables, and staging aligned with Sparkeys’ premium positioning.
• Coordinate housekeeping teams: schedules, briefings, quality control, managing absences – and perform cleaning if needed in emergencies.
• Organise laundry management: stock tracking, collection/delivery to laundry services, rotation between properties.
• Regularly inspect property condition (furniture, appliances, equipment) and perform periodic inventories.
• Coordinate technical interventions (plumbing, electricity, air conditioning, pool, garden): opening, follow‑up, and control.
• Carry out occasional purchases (consumables, small equipment, linens) within the defined budget.

• Build, manage, and retain a reliable network of service providers: housekeepers, gardeners, pool technicians, drivers, and more.
• Recruit, onboard, and train service providers according to Sparkeys Gestion standards (quality, timeliness, presentation).
• Establish and manage intervention schedules, adapt to reservations, and handle unforeseen issues.
• Ensure service quality, provide regular feedback, and adjust collaborations when necessary.

• Prepare billing for each owner according to stays, commissions, and services, in coordination with management.
• Maintain up‑to‑date information in Notion / Google Drive: contracts, stay histories, incidents, interventions.
• Keep client and supplier databases current.
• Collect performance data (occupancy rates, client feedback) and assist in monthly reporting.
• Assist with supplier invoices and declarations (tourist tax, statistics).

• Bookkeeping basics
• Crisis communication
• Crisis management
• Customer relationship management
• Operations management

• Autonomous

• Average guest rating ≥ 4.8 / 5 on Airbnb and Booking
• Guest response time < 30 minutes during the day
• Complaint resolution rate ≥ 95% within 24 hours
• Property quality check: 100% of properties verified before each arrival
• Service provider reliability: 0 unplanned absences without replacement
• Monthly report:
  Delivered before the 5th of each month

Delegates, gives clear instructions and is coaching‑oriented.

Head of Operations / Operations Director.

Dynamic environment, varied missions, autonomy, skills development, tight‑knit small team, professional work environment.

• Minimum 3 years of experience in a similar role (property management, hospitality, concierge services)
• Fluent in French and…