Administrative, Guest, and Maintenance Coordinator

Job details

Administrative, Guest, and Maintenance Coordinator

A Vacation Different

Pay: $38,000 - $42,000 per year

Job type: Full-time

Number of openings for this position: 1

Benefits:

- Health insurance

- Paid time off

- Dental insurance

- Vision insurance

About Us:

Co-founded in 2020, A Vacation Different is a vacation rental management company with a strong focus on top-notch customer service, excellent guest experiences, and detailed care for the homes we manage. Our customers learn first hand what A Vacation Different is all about: experiences. From insider information on restaurants, best options for the kiddos, and the region’s best outdoor adventures, A Vacation Different has done the legwork for you, allowing your group to focus on creating long-lasting memories while soaking up the Santa Fe culture. We are looking for someone who wants to be a part of an expanding company, where you can grow with us.

Hours:

40 hours/week, roughly M-F 9-5

After hours - occasional guest communications and maintenance coordination

Requirements:

- Luxury customer service experience

- Love for travel and Santa Fe culture

- Friendly, punctual, professional, organized and able to problem solve

- Excellent interpersonal written and verbal communication

- Creative, positive, consistent and thorough

- Proficient in Microsoft Office and Google (Word, Publisher, Excel, PowerPoint, Gmail, Google Drive)

- Proficient in Social Media platforms (Facebook, Instagram, Twitter, YouTube, Pinterest)

- Experience in marketing (Mailchimp, Wordpress) and rental (AirBnB, VRBO) programs OR tech savvy & quick to learn new software

- Reliable transportation

Job Description:

We are looking for a personable, organized and hard-working individual with great attention to detail & time management skills to serve as Guest Experience Specialist for our vacation rental properties, owners, and guests. This person must work well in a team setting, but also be independent in staying on task without needing to be micromanaged.

Guest services duties include assisting in management of vacation rental properties: guest check-ins/outs, answering guest questions and handling the local requests, addressing guest needs during stay, facilitation of repairs and maintenance, and other guest needs as well as responding to the guest reviews on various platforms, and initiating action based on guest feedback. This will require phone communication with guests, general email/phone support, and communication through hosting platforms like AirBnb & VRBO. This position requires the ability to keep confidentiality, a professional appearance, and a helpful attitude.

General office administration duties include answering phones, taking and relaying messages, scheduling appointments, responding to email, posting on social media platforms, drafting and improving SOPs and procedures - and looking for areas of improvement by revising or implementing new policies, and other miscellaneous office requests.

We’re looking for someone who is excited to be a part of an emerging company with opportunity for growth as our company expands.

Job Responsibilities:

Property Quality Control/Inspection

- Supply ordering

- Create house check/appointment schedules

- Track quarterly inventory

- Winter/spring/holiday preparation (setting up Xmas trees, etc)

- Drive around the city with your own vehicle. ( mileage at standard IRS rate will be reimbursed)

Guest Communication

- Observe, study and understand the needs of guests

- Confirm bookings and coorespond with guests via email, phone, chat

- Answers inbound telephone calls from websites, chats, emails, and channel partners such as Airbnb, Vrbo, Booking.com, Zillow and others

- Work within a Property Management System (HostAway), to enter new bookings and modify existing bookings

- Services existing bookings include making changes to reservations, accepting and recording payments, confirming reservations are paid in full as per policy

- Send check-in /check-out instructions, touch base prior to arrival/departure

- Respond to guest inquiries

- Answer phones

- Research events/activities and communicate to guests

- Communicate guest feedback to create work orders for maintenance

Maintenance

- Set and confirm vendor appointments

- Coordination and follow-up with vendors for repair appointments

- Research new vendors, negotiate pricing, audit invoices and ensure insurance certificates received.

- Submit receipts to accountant and upload to accounting software (Hubdoc or Quickbooks)

- Processes work orders for the maintenance, ensure they are completed timely and accurately, and contacts the guest to determine if they are satisfied with the work completed.

- Create specialized inventory list for each house (ink/toner, special light bulbs, etc)

Marketing

- Mail stuffing

- Maintain mailing lists

- Create and send emails using templates

- General marketing/office help as assigned

- Assist with listing creations, descriptions, guest books, check-in instructions, fliers, signs, instructions, etc

- Social media posting

- Deliver promotional items to vendors

- Thank you cards, birthday gifts

- Create and distribute flyers

Other Duties:

- Will work as the backup for our quality control position and on occasion will need to visit the homes to meet vendors, guests or others to handle customer service and maintenance issues in person.

- Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

- Work Remotely

Preferred local in Santa Fe, will consider remote for the right candidate.