Operations Manager (m/f/d)

About ALPAMI At ALPAMI we're building a boutique hospitality brand. ALPAMI operates 200+ keys across the Black Forest, Switzerland, Tirol, and Munich — spanning City Boutique Houses, Tiny Houses in Nature, and Properties as a Service. We're not chasing stars; we're chasing 5-star experiences delivered in our own, unmistakably boutique way. We're bootstrapped, founder-led, and growing fast — with a clear target of 500 units next year. That means the operational engine behind our guest experience needs to scale just as fast, and that's exactly where you come in. The Role We're looking for an Operations Manager who reports directly to the MD and, from our Munich HQ, keeps the operational engine behind our guest experience running: you make sure our Customer Care team always has the relevant information at hand, support them in guest communication, and steer our local stakeholders on site. You are the nerve center of ALPAMI's day-to-day: the person who sees every property, every process, and every issue before it becomes a problem — and who fixes it before the guest even notices. This is not a job for someone who wants a quiet 9-to-5. We're a fast-growing, founder-led company, and we need someone who understands what that actually means in practice: unpredictable days, fast decisions, and a genuine sense of ownership over the outcome. We expect high reachability, hospitality is a 365 day business. If you don’t agree with that, this might not be the right choice for you. What You'll Do • Own operations end-to-end — surveil and continuously improve operational processes and management standards across our entire portfolio of properties • Be the single point of contact for our Customer Care team, provide them with relevant, up-to-date property information (access details, house rules, local specifics, open issues) so every guest gets a fast and correct answer • Assist with guest communication — step in on complex requests, special cases, and escalations, and help keep our tone and response times consistently on brand • Steer our local stakeholders on site — make sure the guest journey is smooth at every locationMonitor and act on operating room KPIs — occupancy, ADR, RevPAR, guest satisfaction scores, response SLAs, and the other numbers that tell you where to focus next • Carry out on-site visits in coordination with our Operations Lead whenever quality checks, partner onboarding, training, or problem-solving require an on-the-ground presence • Prioritize ruthlessly — you always know what needs fixing right now versus what can wait, and you make that call fast • Solve issues immediately — you're hands-on by nature and would rather fix something yourself in the next ten minutes than schedule a meeting about it next week • Lead and develop operational team members as we scale, setting the standard for how ALPAMI runs • Champion guest happiness as a non-negotiable core value — every decision you make is filtered through "does this make the guest experience better?" What You Bring (Must-Haves) • 2–5+ years of experience in hospitality operations • Bilingual in German and English (spoken and written) • Strong written communication skills, clear, warm, and solution-oriented with guests, colleagues, and partners alike • A genuine hands-on mentality — you fix things yourself, immediately, rather than escalating by default • Strong prioritization skills and the judgment to resolve issues on the spot • Stress resistance, you stay clear-headed and effective when multiple things go wrong at once • Willingness to travel occasionally for on-site visits to our properties • An understanding that joining a fast-growing company means flexible hours and a workload that doesn't always fit neatly into Monday–Friday, 9-to-5 • Customer happiness as a core personal value, not just a KPI Nice-to-Have • Experience leading a team • Experience in guest communication or customer care, ideally in hospitality • Deep technical understanding of hospitality tech tools (e.g. PMS, channel managers, guest communication platforms, revenue management systems) • Familiarity with AI, you don’t step away in challenge yourself and your workflows with AI • A driver's license • Experience opening new locations/properties What We Offer • Direct reporting line to the Managing Director — your work has visibility and impact from day one • A front-row seat and real influence on our path to 500 units next year — you won't just support our growth, you'll be one of the reasons it happens • The autonomy of a founder-led, bootstrapped company: fast decisions, no bureaucracy, real ownership • The chance to shape what "operational excellence" means at ALPAMI as we scale • A team that believes 5-star experiences aren't about star ratings — they're about how we treat every single guest • A fair, competitive salary • A nice office in Munich • Frequent team events • Wellpass membership for your physical and mental well-being Sound like you? 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