Vacation Rental Cleaning Supervisor & Onsite Contact (Brookings)

Purpose:

To book guest reservations, assists with guest relations, provides customer service, conduct and provide cleaning services with regular walkthroughs, schedule services such as maintenance and cleaning, some minor venue coordination, along with other administrative duties to ensure that guests are rewarded with an exceptional experience at our estate. Flexible working hours and can work from home.

Salary: TBD

Benefits: Exempt 1099 resource

Minimum Eligibility Requirements:

High school degree or equivalent experience

Proven ability to multi-task and pay attention to detail

Written and oral communication skills

Familiarity with computer software such as Excel, Word and Google Drive/Docs

Previous experience using VRBO/Airbnb ideal but not required

Reliable transportation

Specific Duties/Responsibilities:

Vacation Reservations/Cleaning Supervisor

● Make reservations for vacation rentals via online booking sites (VRBO/Airbnb), phone, email; confirm online bookings within 24 hours with guests and be familiar with all properties. Communicate via email/text/phone as needed.

● Know how to process a cancellation, alter a reservation/quote and be familiar with company policies.

● Provide information regarding vacation rental homes, layouts and availabilities to current and prospective guests over the phone, via email and via (VRBO/Airbnb)

● Edit listings as necessary for rates, photos, policies, etc.

● Guest relations: Customer service focused, assist guests with questions, special requests, and issues before, during and after their stays ensuring a positive experience through great customer service. Use empathy on issues and complains and owners support as necessary. Must have excellent problem-solving skills, thinking quickly on your feet and have excellent customer service.

● Must be reachable via cell/text at all times for guest emergencies.

● Coordinate assignments with third-party service providers via google calendar (maintenance, housekeeping, and others) from ordering and tracking through completion

a. Find new potential cleaners and set up time to interview and hire

b. Train all cleaners with ongoing/regular inspections including COVID-19 requirements

c. Assign houses but make sure cleaners are flexible to fill in on other houses as needed

d. Clean houses with staff (cleaning hours will be compensated in addition to standard compensation)

e. Mandatory walk through after each clean & document the cleaning checklist especially for key items like blinds, dish/glassware, etc.

f. Communicate any breakage/missing item fees as applicable

g. Replace any broken/missing items or have maintenance conducted

h. Coordinate/conduct deep cleans 2 x per year in Fall and Spring.

i. Inspect homes for additional improvements or things to be on the watch out.

j. Start and switch laundry when on site

k. Check spas after check out for damage/sand & update damage fee on VRBO/Airbnb

l. Coordinate trash pick-up after checkout and when ALL houses turn over after a wedding event. This can sometimes be a Sunday

m. Arrange patio furniture to look nice and sweep off pine needles on front porches and all decks (if cleaning crew overlooks)

● Wedding venue bathrooms

a. Coordinate someone to clean before events

b. Schedule an attendant to clean bathrooms hourly during events

c. Stock supplies (toilet paper, paper towels, air freshener, garbage bags, hand soap)

● Monitor recurring maintenance and minor repairs and coordinate completion of approved maintenance for homes

● Efficiently and accurately enter data into a variety of systems and electronic databases. Maintain the integrity of accounts by entering information with accuracy into the system.

● Collect funds for rent, tax, fees, etc. from customers and run credit card payments or collect checks (minimal now with all direct bookings)

a. For legacy guests offer direct bookings outside of online booking sites.

● Confirm guests have all check in instructions and touch base with guests regarding arrival details and directions (VRBO/Airbnb and Events)

● Perform other job duties including, but not limited to occasional errands, other property management functions or special projects as requested by supervisor

a. Sparkling wine and champagne glassesdepending on occasion with custom note (weddings, birthdays, anniversaries)

b. Stock cleaning supplies in back room (locally or put together Costco list)

c. Stock extra linens, small appliances, light bulbs, batteries, etc.

d. Make sure older furniture at beach is put back on a set frequency (make a sign)

e. Coordinate lawn maintenance at homes, parking areas and venue

● Observe established policies and procedures

Venue Coordination

● Available to be call the day before and the day of the events to help address any last-minute questions/issues and coordinate a backup plan when on vacation. Available at minimum for 50% of the annual events.

● Coordinate & confirm rental items are delivered per the notes in the calendar (tables, chairs, arch, vintage furniture, etc.)

● As needed- be available for event appointment tours- usually 9 or 10 am appointments)

● On the day of the event, make sure the parking and venue sign is placed in the appropriate locations visible and the parking signs in visible locations.

● Ensure orange cones are in place near venue to ensure event guests only park in designated areas in the field

● Please note the Family handles all wedding bookings, contract agreements and payment processing

Working Conditions:

Additional hours may be required to fulfill job responsibilities

Ability to sit at a desk or be in the field as necessary

Lifting boxes (25 lbs.)

Sitting (up to 6-8 hours)