What we are looking for
An experienced, ambitious and passionate General Manager - reporting to the COO -
who knows no boundaries to what is possible, is hungry for growth, challenge and adventure and who can
motivate and lead others along the thrilling journey that is unfolding before us.
What we do
We are a Property Technology company. Founded in 2015, we operate in the hospitality sector, managing
Airbnb, Booking.com and Expedia listings - to name a few - from pricing and booking enquiries right through
to guest arrival and departure. Using our in-house technology platform we help landlords achieve revenue
uplift for their properties while providing our guests a convenient short-let stay. In that sense, we have
two customers and we are driven toward providing them both with a fantastic experience.
Who we are
A 3-year young and dynamic start-up with “next-level” ambitions. We have HUGE plans for growth that require
new structuring, new organising, new scaling and new controlling while simultaneously retaining that special
JFDI magic that has fuelled our growth.
We are led by our founders who know no boundaries to passion, enthusiasm and to finding ways of making the
impossible possible. We make mistakes, we learn quickly and we move on, always searching for ways to
improve - ways to improve our business, ways to improve each other and ways to improve ourselves. We take
inspiration from the likes of Ray Dalio, Patrick Lencioni, Napoleon Hill and Teo.
We are passionately driven toward finding the key that unlocks our greater potential, achieving excellence
and doing so with humility and respect for others. We are persistent and brave, daring to believe that what
at first look seems impossible can be achieved when we bring our whole, real selves to work together as a
team. We give back by sharing what we learned. We have fun.
If you are inspired toward finding the key that unlocks the potential toward becoming your better self,
then we are like-minded people.
Who you are
A skilled and inspirational manager who can lead your team to better performance, improve efficiency, improve
quality and enhance our guest experience. You have exceptional communication, interpersonal and customer
service skills, supervisory experience and comprehensive knowledge of best practice policies and procedures.
You have thorough knowledge of call centre operations and administrative functions. You know how to create
and achieve revenue, cost and profit goals by developing and using KPIs to balance costs with efficiency
while delighting our guests, our landlords and our investors.
You are focused on improving your team’s efficiency and call centre practices, being observant and
detail-oriented and possessing an understanding of the business, the services, and the issues facing the
floor at any given moment.
You anticipate potential trouble areas before they occur and you orchestrate call centre activities and
resources to ensure that our guests, clients and stakeholders are delighted by our customer service.
Reporting to the COO, maintaining a close relationship with the owner/founders and working closely with
fellow motivated managers of their own business units, you can effectively manage people upwards and
sideways as well as you can manage your staff in your own business unit.
You have exceptional communication and leadership abilities and know how to train operators, train trainers
and set expectations for all stakeholders, from guests and landlords to managers, reports, colleagues and
associates. You know the importance of under promising and over delivering and making this fundamentals to
how you operate.
Most importantly, you make mistakes, you adapt and learn from your mistakes, you think out of the box, you
change and you go at it again looking for better, quicker, more efficient and more inspiring ways of doing
things and delighting our customers, our colleagues and our investors. You work at pace in an environment
of fast moving change and you absolutely enjoy it.
Some specific duties - though, by no means all of them - include:
Oversee the operations functions of our Call Centre.
Responsible for the preparation, presentation and subsequent achievement of
the communication team and operational efficiency of the employees.
Leading team meetings, educating, mentoring and coaching employees regarding processes and practices,
and explain the company expectations to employees.
Manage and develop the team to ensure career progression and development.
Ensure full compliance to service apartments operating controls, SOPs, policies, procedures
and service standards.
Hold a weekly meeting with Heads of Departments for the execution of all activities and functions.
Guest satisfaction targets are met and exceeded by following a guests reviews key performance
indicator (KPI) dashboard.
Set other short and long term strategic goals for the property portfolio.
Assisting other management team members in identifying trends and establishing call centre goals.
Assisting in establishing call centre objectives, provide representatives with opportunities to
expand their knowledge of services, analyse call centre data, and focus on improving performance
and processes in an effort to better support customers.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analysing call centre data to improve processes, ensure resources are
properly allocated, and maximise efficiency and customer satisfaction.
Taking on other tasks or projects to support employees, other managers, and call centre operations.
Responsible for safeguarding the quality of operations both (internal & external audits).
Adapt to everything the world has to throw at you with boundless energy and resoluteness.
Your education and key skills may be varied, however, they will ideally be related to our sector:
A university degree in hotel management or a related field with relevant experience in guest
experience, ideally within the hospitality sector.
Advanced Property Management Software (PMS) awareness such as Kigo, Guesty and the like Hospitality
channel management experience such as Rentals United, Staah, SiteMinder et cetera.
Microsoft desktop skills and ideally Google Suite experience with excellent written communication
Tech savvy with knowledge of telephone software and equipment, preferable RingCentral and relevant
Excellent English language capability: 3 A-levels or equivalent.
Minimum 3-years of experience in a similar position.
Your own specific education and skills could be different and this will be considered together with your
experience, your circumstance and your passion.
Your expected place and hours of work
We are a 24x7x365 business operating within the hospitality sector. While this position requires fixed working
hours Monday to Friday, it also requires flexibility for occasional late shifts and weekends for training,
coaching, mentoring and generally keeping your finger on the pulse.
Your principal place of work is Burgas, Bulgaria with occasional short trips to London. Who knows where our
growth will take us - Europe, Middle East, Asia-Pac, Americas? The universe is your oyster.
We offer an excellent salary plus bonus depending on experience and ability.
Send us your CV to
and tell us how your own ambitions and values align with ours and how you are qualified for this very important
role in our dynamic and fast growing company.
We look forward to hearing from you!