Rental Operations Manager

Travel + Leisure Co.•Orlando, FL

About The Position

The Rental Operations Manager functions as an operational leader overseeing a multi-layered leadership structure (Supervisors and Team Leads) to drive performance across diverse business channels, including rental operations, group services, and premium client support. Beyond daily service delivery, the position holds strategic accountability for financial results, overseeing revenue integrity, budget forecasting, and risk mitigation for high-value revenue streams. Acting as a cross-functional bridge between Operations, Revenue Management, and Technology, the incumbent drives system integration and process scalability to ensure long-term organizational alignment and profitability.

Requirements

Bachelor’s Degree in Hospitality or related field preferred
Demonstrated ability to lead and manage multiple teams across different functional areas
Ability to work effectively under pressure in a fast-paced, multi-channel environment
Strong written and verbal communication skills
Excellent interpersonal, coaching, and conflict-resolution abilities
Strong organizational, time management, and prioritization skills
Ability to analyze operational and financial data to drive business decisions
Proven ability to manage high-value customers and complex service situations
Strong problem-solving and continuous improvement mindset
Proficiency in Microsoft 365 Suite
Experience using reservation, inventory and revenue management systems
Experience with payment processions and financial tracking platforms
Proficiency in internal systems such as RCC, iHotelier, Opera, FOCUS or similar CRS, PMS or Inventory management platforms
Minimum of 5–7 years of progressive experience in vacation ownership, hospitality, rental operations, or related service industries with a Bachelor’s Degree; OR Minimum of 7–9 years of applicable operational leadership experience in lieu of a degree.
Minimum of 1-3 years of leadership experience managing multi-layered teams (e.g., overseeing supervisors/leads) in a customer-facing or revenue-generating environment.
Minimum of 1 year in call center customer service operations
Demonstrated experience with financial accountability, including budgeting, P&L oversight, revenue management, or billing compliance.
Proven track record of leading cross-functional projects, system integrations, or process improvement initiatives that drive organizational scalability.

Nice To Haves

Travel may range from 0–10% depending on project and business needs.

Responsibilities

Provide strategic direction and oversight to a multi-layered leadership team (Supervisors and Team Leads), ensuring alignment across rental operations, group services, relocation support, and premium service functions.
Drive operational consistency and scalability by mentoring leadership staff, defining performance KPIs, and fostering a culture of accountability and high performance.
Support the financial lifecycle for all booking channels, including budget forecasting, margin control, and revenue recognition.
Mitigate financial risk by overseeing billing integrity, bad debt reduction, and compliance controls, acting as the primary operational partner to Accounting and Revenue Management.
Manage operational risk associated with high-value contracts and VIP clientele, ensuring rigorous service standards to protect brand reputation and revenue retention.
Serve as the final point of escalation for complex, high-impact service issues, delivering resolution strategies that balance customer satisfaction with financial prudence.
Direct the strategic integration and optimization of booking, payment, and inventory systems to support business scalability and automated workflows.
Enforce data integrity standards across platforms to ensure accurate financial reporting and reliable business intelligence for decision-making.
Partner with Sales, Revenue Management, and Technology leadership to execute revenue generation strategies, ensuring operational readiness for new business initiatives and channel expansions.
Translate high-level corporate objectives into actionable operational plans, ensuring cross-departmental alignment on pricing, availability, and inventory management.
Lead enterprise-level process improvement initiatives to reduce cost, eliminate waste, and enhance long-term operational sustainability.
Proactively identify and neutralize operational risks through the implementation of robust internal controls and standardized procedures.