Summary:
Have a passion for Luxury Vacation Rental Property Management? Join our dynamic team as a Junior Property Care and Guest Service Associate, where you’ll be at the forefront of providing exceptional guest support and maintaining the highest standards of property care for our luxury vacation rentals.
This position supports management and other team members to ensure our guests experience delightful stays in immaculate luxury properties. This position will assist Team Mark LeRoy, guests and vendors, and may assist homeowners in a variety of administrative and physical tasks to ensure properties are excellently maintained and guests are excellently served.
This position performs work in the field and remotely from home. You must be available to work weekends and holidays and be on call for emergency situations. To succeed in this role, you must be hands-on, have excellent task management skills and attention to detail, be highly organized, delegate effectively, have a knack with people, handle day-to-day problems and deliver excellent customer care. You are responsible for performing your work in compliance with company standards and government regulations, reporting to management, and fulfilling the responsibilities outlined below.
This position is responsible for performing some duties of other team members when necessary or assigned and contributing to the cost-effective operation of the business.
Responsibilities:
Guest Support
-Face-to-face and remote customer service, including meet & greet property tours and responding by email, text, and phone when questions or concerns arise
-Provide after-hours guest support at least once per week, with the possibility of additional shifts as needed.
Inspection Support
-Execute quality and timely property inspections, including but not limited to Departure and Arrival Inspections.
-Audit consumable supplies levels and submit resupply requests
-Ensure properties are guest-ready
-Ensure homes are secured after inspections, maintenance, repairs, and guest stays.
Property Supply Support
-Shop for, pick up, and distribute property supplies and guest amenities as needed.
-Support our operations team by handling various tasks, such as picking up and delivering items purchased from Target, Costco, Home Depot, relocating packages between homes, and assisting team members with any needs.
-Collect and deliver mail, packages, and guest amenities to the appropriate homes.'
Troubleshooting Support
-Troubleshoot maintenance issues when they arise, communicate them to the appropriate vendor(s), and work with colleagues to ensure they are resolved.
-Offer on-site support for hands-on troubleshooting of any basic maintenance issues that may arise.
Administrative Support
-Assist with updating and distributing updated versions of Welcome Books
-Administer gathering information required to gain approval from owners and/or management for repairs, property care, and maintenance services.
-Submit expense receipts and invoices through online forms to our accounting department.
-Communicate and collaborate with fellow team members at in-person meetings, virtual meetings, and via text, email, and phone.
-Complete assigned tasks by management and other team members in a timely fashion.
-Create housekeeping, maintenance and repair requests using provided applications (Breezeway, Asana, JustCall, Google Workspace, and more) for all inspections, maintenance, and housekeeping records.
-Accomplished use of present and preferred applications, including but not limited to Breezeway, JustCall, Asana, and Google Sheets, in the administration of property care and maintenance services
Other Support
-Provide remote, in-the-field, administrative, communications, task, maintenance, practical, complex, and other support to colleagues, vendors, teams, owners, and guests
-Occasionally participate and assist in executing minor property care activities, including recurring preventative maintenance, changing light bulbs, organizing closets, cabinets and drawers, and more. Would not be responsible for performing maintenance where special skills or licensing is required or where special equipment is necessary and not provided.
-Execute property care and maintenance services, bi-annual unit clean-ups, and inventories.
-Use best judgment to deploy de-escalation and resolution protocols as situations arise.
-Perform other duties assigned by management
Onboarding / Offboarding Support
-Execute new property on-boarding and property off-boarding property care and maintenance services-related tasks.
-Prepare properties for rental readiness (labeling lights, assembling/revising welcome books/operating manuals, cataloging appliances, etc.)
Vendor Support
-Maintain vendor correspondences and “paper trail” within the appropriate medium(s)
Skills and Personal Traits Required:
-Excellent communication skills, written and verbal
-Highly personable
-Fluent in digital technology systems
-Calm and efficient in stressful situations and adept at de-escalation
-Exemplary attention to detail
-Ability to multitask and self-direct
-Excellent typing and clerical skills
-Reliable and trustworthy
-Professional demeanor
-Local knowledge of tourist activities, restaurants, grocery stores, etc.
-Neat, clean, and professionally/appropriately attired in the office and in the field
-Positive attitude and the ability to smile in a variety of circumstances
Qualifications:
-Minimum of four years experience working with mobile devices, Internet, Email, Text Messaging, Microsoft Office, Google Apps or equivalent.
-Minimum of two year’s experience working in a property management company or providing equivalent services during the past 3 years.
-Free of criminal background that bears a rational relationship to the job.
-High School Diploma or Equivalent (Required), Associate or Bachelor’s Degree preferred.
-Apple computers and Google Workspace experience are a plus.
Working Conditions:
-Available to work a flexible schedule, including weekends, after hours and holidays
-This position requires working Thursday through Monday.
-Experience working remotely, possessing the discipline and structure to accomplish multiple duties and work in a variety of locations
-Available to respond to property emergency issues and to help secure property
-Reliable transportation and use of personal vehicle to perform job duties.
Other Requirements:
- Consistently meet or exceed target objectives for accuracy, quality, customer service, and overall performance.
- Strong organization skills and continuous ability to utilize related software
- Work well with all team members
-Attend all mandatory meetings
-Exhibit a clean and professional appearance and follow dress code standards
-Continually seek better ways to deliver services and communicate with customers and partners
-Consistently meet or exceed the company goals for client satisfaction
-Effectively collaborate with supervisors, staff, and partners to meet company goals and further its success
-Consistently meet or exceed quality assessments and performance improvement standards
-Accept personal responsibility for core outcomes (on-time, accurate deliverables)
Benefits:
-Paid Time Off
-Medical Insurance
-Dental Insurance
-Retirement Savings - 401K
-Mileage Reimbursements
