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 include :

• Being a brand ambassador, promoting all NR locations and services to guests / colleagues alike
• Ensuring all guests and owners receive amazing customer service in all aspects of their stay from arrival through to their departure
• Communicating with guests on the phone and electronically
• Resolving guest complaints, concerns, etc. to improve the guest experience and escalate any necessary concerns to the respective party
• Gaining and maintaining a strong working knowledge of the destination and being able to effectively communicate this to guests and other departments within Natural Retreats
• Ensuring 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
• Delivering branded amenities to homes prior to guest stays
• Performing complete inspections following guest departures to ensure no damage to property has occurred and working with the Guest Experience team and the GM / PM to rectify any issues encountered
• Performing weekly home inspections as per OMAs
• Ensuring all NR brand standards are met in terms of safety, cleanliness, and sanitation
• Recording all guest and owner communications called into office and entering in NRES / Salesforce and following up with the Guest Experience team to ensure the loop is closed with the guest
• Being responsible for detailed knowledge of property inventory, location, amenities etc.
• Ensuring all homes are guest ready and being responsible for processing work orders for maintenance and housekeeping issues and following through that all work orders are completed
• Approving, coding, and submitting invoices / Amex expenses in Concur as assigned
• Working with the General Manager / PMs to oversee owner and guest services and fulfill owner and guest requests
• Assisting with all aspects of maintenance including but not limited to : resetting Wi-Fi routers and modems, resetting and programming cable and satellite TV receivers, performing light plumbing repairs, reading and interpreting equipment manuals and work orders to perform required maintenance and service, diagnosing problems, replacing or repairing parts, testing, and making adjustments
• Participating in snow and ice removal around the managed properties and around the office as needed
• Facilitating work orders as assigned, creating work orders for maintenance team and / or vendors, providing open, honest, and timely communication to all departments and central teams, managing 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, managing the upkeep, maintenance, and inventory of the property, and in conjunction with owners, replacing items where necessary using approved suppliers and equipment, conducting property inspections within a timeline outlined by the GM / PM and as outlined in our management agreements, working with GM / PM to ensure all owner charges are entered timely and accurately and posted to monthly owner statements, assisting 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

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job.

Experience & Skills :