Operations Specialist

Operations Specialist

Natural Retreats is looking for an Operations Specialist to join our team in Big Sky, MT! Operations Specialists ensure all guests and owners receive amazing customer service in all aspects of their stay from arrival to departure. Come join the best luxury vacation rental home management company!

Essential Functions :

• To be a brand ambassador, promoting all NR locations and services to guests / colleagues alike
• Ensure that all guests and owners receive amazing customer service in all aspects of their stay from arrival through to their departure
• Communicate with guests on the phone and electronically
• Resolve guest complaints, concerns, etc. to improve the guest experience and escalate any necessary concerns to the respective party
• Gain and maintain a strong working knowledge of the destination and be able to effectively communicate this to guests and other departments within Natural Retreats
• Ensure all properties are ready, prepped, correctly setup, and staged according to Natural Retreats brand standards in a timely manner prior to every guest and owner arrival
• Deliver branded amenities to homes prior to guest stays
• Perform complete inspections following guest departures to ensure no damage to property has occurred and work with Guest Experience team and the GM / PM to rectify any issues encountered
• Perform weekly Home Inspections as per OMAs
• Ensure all NR brand standards are met in terms of safety, cleanliness, and sanitation
• Record all guest and owner communications called into office and enter in NRES / Salesforce and follow up with Guest Experience team to ensure the loop is closed with the guest
• Responsible for detailed knowledge of property inventory, location, amenities etc.
• Ensure all homes are guest ready and be responsible for processing work orders for maintenance and housekeeping issues and follow through that all work orders are completed
• Approve, code, and submit invoices / Amex expenses in Concur as assigned
• Work with the General Manager / PMs to oversee owner and guest services and fulfill owner and guest requests
• Assist with all aspects of maintenance including but not limited to :
• Reset Wi-Fi routers and modems
• Reset and program cable and satellite TV receivers
• Perform light plumbing repairs
• Read and interpret equipment manuals and work orders to perform required maintenance and service
• Diagnose problems. Replace or repair parts, test, and make adjustments
• Participate in snow and ice removal around the managed properties and around the office as needed
• Work Orders
• Facilitate work orders as assigned
• Create work orders for maintenance team and / or vendors
• Provide open, honest, and timely communication to all departments and central teams
• Manage any stocks of consumable items such as lightbulbs, batteries, dishes, etc. efficiently and within budget, assigning appropriate charges to owners as required by applicable deadlines
• Manage the upkeep, maintenance, and inventory of the property, and in conjunction with owners, replace items where necessary using approved suppliers and equipment
• Conduct property inspections within a timeline outlined by the GM / PM and as outlined in our management agreements
• Work with GM / PM to ensure all owner charges are entered timely and accurately and posted to monthly owner statements
• Assist with conducting investigations and complete reports according to Natural Retreats' policies in the event of accidents or injuries to guests in coordination with site management