Employee Spotlight: Patrick Bartlett, Head of Property Operations
Q&A with Patrick Bartlett, Rove's Head of Property Operations
Can you tell us a bit about your background and what brought you to Rove?
From the very beginning, I have been captivated by the world of hotels and the enchantment they create for guests. My passion for the operations side of delivering truly magical stays led me to work at a select service hotel during high school. This experience sparked my fascination and eventually led me to Cornell University's School of Hotel Administration. Throughout my journey, I had the privilege of interning at esteemed establishments such as The Mandarin Oriental New York and the Lotte New York Palace. Afterward, I dedicated a decade to luxury hotel operations, working with prestigious companies like Four Seasons Hotels & Resorts and MGM Resorts International. During the pandemic, I ventured into managing housekeeping operations for Kasa Living's vast portfolio of apartments and hotels. Yet, I craved the high expectations and intensity that accompany luxury hospitality, which ultimately led me to Rove.
Astor House by Rove Travel in Greenwich Village, NYC
How would you describe your job & responsibilities to someone who doesn’t work in your field?
As an integral part of Rove, I oversee the day-to-day operations teams responsible for creating exceptional guest experiences across our remarkable portfolio of homes throughout the US. From a remote team handling inquiries and reservations to our dedicated concierge team fulfilling guests' needs and requests, and our on-site teams encompassing housekeeping and maintenance, every day brims with activity to ensure our homes are perfectly prepared for our valued guests.
What does "a day in the life" of the operations team look like?
No two days are alike! Each day brings exciting challenges, be it sourcing a special amenity for a VIP guest's arrival, resolving an air conditioning issue on a scorching summer day, or plowing fresh snow from the driveway of a mountain home. Our operations team works closely with a remarkable network of professionals, ensuring that every task is executed flawlessly. Being part of this dynamic team energizes us and leaves us grateful for the opportunity to introduce our brand to guests and ensure their exceptional stays at our remarkable homes.
What does operations entail, and why is it such an important step in the process of building a successful brand?
In the business world, every interaction with your company or brand shapes your reputation, either polishing it or leaving it tarnished. That's why honing the operational side of our business is crucial to ensuring our guests embrace our brand, trust our company, and share their positive experiences with others. Without the right people and efficient processes in place, guests might have subpar experiences, potentially impacting our reputation and dissuading potential travelers. Our goal is to create unforgettable stays and inspire guests to become enthusiastic advocates for Rove.
Astor House by Rove Travel in Greenwich Village, NYC
What is your favorite thing about working at Rove?
Apart from the exhilaration and collaborative spirit that comes with working at an early-stage startup, I am passionate about the luxury positioning of our brand and the complexities of operations that come along with this market segmentation. Drawing on my background in luxury hotel operations, it is truly exciting to be part of a new kind of hospitality brand that embraces innovation and caters to the needs of modern-day travelers. Moreover, Rove boasts a collection of truly exceptional homes, particularly in our New York City and Hamptons markets, which attract discerning clientele with heightened expectations and requests. Assisting our operations teams in meeting and exceeding these expectations brings me immense satisfaction.
What advice would you give to someone looking to join your team?
Our team is fueled by passion, versatility, and hard work. We wear multiple hats and put in the extra effort to make things happen, all while having a great time along the way. The key is to embody the same unwavering passion, vigor and enthusiasm for our brand. If you share our vision and can match our dedication, you'll be an excellent addition to our team!
What is something that you’re proud of that you’ve accomplished in your role?
The achievement I am most proud of is our remarkable growth. When I first joined the company, we managed just six homes. Today, we have scaled up to more than 65 homes across multiple premier destination markets in the US. The challenge of expanding at such a rapid pace, coupled with the continuous positive feedback from our guests about their exceptional stays, serves as the ultimate motivation to keep pushing forward and working hard!
Where is your favorite destination you’ve visited, and why?
Daufuskie Island, SC holds a special place in my heart as it was my cherished childhood vacation destination with my family. This idyllic island, just off the coast, requires a relaxing 30-minute ferry ride and greets you with a unique lowcountry charm and golf carts as the primary mode of transportation for guests! From championship golf courses and pristine beaches with regular oyster bakes to a vibrant pool club, horse-back riding, restaurants, and charming cottages for rent. In its prime, Daufuskie offered a wealth of cultural richness and entertainment for all ages. Although it has experienced a dormant phase due to mismanagement, it will forever remain one of my all-time favorite getaways.
Astor House by Rove Travel in Greenwich Village, NYC