Operations Coordinator

Job Description

Job Description

About the Role

Return Policy Stays is seeking an Operations Coordinator to support our Toronto short-term rental portfolio. Reporting to the Director of Operations, this role is our boots on the ground, our insight into utilities & partner relations, and is physically present across the portfolio to execute assigned tasks, keep units guest-ready, and flag issues before they become problems.

Key Responsibilities

Guest Experience Support

• Execute day-to-day operational tasks and priorities in support of Guest Experience Managers across your assigned portfolio
• Coordinate accurate check-in instructions, parking guides, access guides, and lockbox setup to company standards
• Test arrival routes and access in the field; flag issues to Guest Experience & Listings and support in the needed amendments
• Support reservation-related tasks (check-in/check-out coordination, calendar accuracy) as directed

Property & Unit Audits

• Conduct scheduled physical audits of units and common areas, checking condition, cleanliness, inventory, and safety
• Document findings with photos/notes and log deficiencies for maintenance or housekeeping follow-up
• Track audit completion and repeat issues; escalate patterns rather than resolving them independently

Keys & Access Systems

• Manage duplication, inventory, assignment, and distribution of keys, fobs, parking remotes, and mailbox keys
• Maintain accurate records and permissions in the access management system
• Flag lock, hardware, or camera issues to the appropriate team for resolution

Utilities & Infrastructure

• Set up, transfer, and cancel internet, gas and hydro accounts; confirm activation ahead of property launch
• Coordinate elevator reservations for move-ins and move-outs with building management
• Troubleshoot service interruptions on-site
• Maintain accurate utility and vendor records

Storage & Inventory

• Maintain on-site and off-site storage, building lockers, and in-unit supply storage in coordination with the cleaning team
• Track stock levels, shortages, and damage/loss; order routine replenishment within approved spending limits

Vendor, Partner & Guest Coordination

• Schedule vendors for recurring services (landscaping, garbage/snow removal, repairs) and confirm work completion
• Act as the on-site point of contact for partners and guests on operational matters (access issues, deliveries, urgent items)
• Perform urgent field runs (keys, supplies, missing guest items) using approved escalation criteria

Building & Property Relations

• Build and maintain personal relationships and rapport with property managers, landlords, and building security teams
• Serve as the day-to-day, in-person contact with building management, concierge, superintendents, and security for access, deliveries, and issue resolution
• Represent Return Policy Stays professionally as the face of the company within each building

Records & Reporting

• Maintain accurate property information (access, utilities, storage, building requirements) in designated systems

Requirements

• 1–3 years experience in property management, hospitality, STR operations, or a similar field-based coordination role
• Standard five-day, in-office schedule with a defined evening/emergency coverage arrangement and backup contact
• Strong interpersonal skills with a natural ability to build personal relationships
• Comfortable with basic troubleshooting (internet/utility/access issues) and vendor coordination
• Detail-oriented with strong follow-through on audits, inventory, and outstanding items
• Excellent written and verbal communication skills
• Valid driver's license and access to a vehicle
• Familiarity with access control systems (Salto) is an asset