Escape Hatch, LLC Hiring for Property & Guest Care Associate – Vacation Rentals Job at Waikoloa, HI Full Time

Company Name: Escape Hatch LLC

Job Title: Property and Guest Care Associate

Reports To: Mark LeRoy, Property Manager, Vacation Rentals

About This Opportunity:
If hired, you will work with and learn from the leading vacation rental property manager at Elite Pacific Vacations by Gather, one of the top grossing agents in the entire state of Hawaii. At this fast paced and dynamic job, you will work with an experienced and tight knit team that is expertly managed, interfacing with numerous people on a daily basis, from colleagues to guests to owners to vendors – truly no two days are the same. The property inventory is extraordinary, at the highest echelon of the luxury tier. The skills you will learn and build upon, both in the field and administratively, will prepare you for any career in the luxury hospitality field, though you are unlikely to want to leave the Escape Hatch, LLC team as there is ample upward mobility and growth opportunity within the company for all employees who prove themselves worthy of advancement.

About Mark LeRoy:
Mark’s unique work history combines thirty years of entrepreneurial leadership and experience in branding, marketing, hospitality and real estate. His tech savvy, systems approach to business, and steadfast pursuit of excellence have propelled his ranking as one of the top-performing luxury vacation rental property managers in Hawaii.

Mark LeRoy is a licensed Realtor (RS-76356) and managing member of Escape Hatch, LLC. He hangs his license with Elite Pacific Vacations by Gather, a premier luxury vacation rental company.

About Elite Pacific Vacations, a division of Gather Vacations, Inc.:
Elite Pacific Vacations by Gather, spans the globe and brings together professional property managers, owners, broker-partners, and guests to responsibly manage vacation rentals that benefit local communities. They have been operating in the vacation rental industry in Hawaii for many years and are one of the premiere companies in the space.

Property Inventory:
https://evrhi.com/markbigisland

Job Description

The Property and Guest Care Associate supports management and other team members to ensure our guests experience delightful stays in immaculate luxury properties. As Property and Guest Care Associate, you will assist vacation rental guests, vendors, homeowners, and all team members in a variety of administrative and physical tasks to ensure properties are excellently maintained and guests are excellently served.

The Property and Guest Care Services Associate performs work remotely from home and in the field as needed. You must be available to work weekends and holidays, and be on call for emergency situations. To succeed in this role, you must have previous experience in vacation rental property management, be hands-on, have knack with people, be able to handle day-to-day problems, and deliver excellent customer care. You are responsible performing your work in compliance with Company standards and government regulations, reporting to management, and the responsibilities outlined below.

The Property and Guest Care Associate is responsible to perform some duties of other team members when necessary or assigned, and contribute to the profitable operation of the business.

Responsibilities:

• Perform inspections of properties and secure them after guests depart
• Perform audits of supplies in the properties, shop for supplies, and restock as necessary
• Communicate with guests to provide information and respond when questions or issues arise
• Troubleshoot maintenance issues when they arise, communicate the issues to the appropriate vendor(s) and ensure issues get resolved
• Coordinate with housekeeping vendors on in-residence cleaning service scheduling, late checkouts, and on other matters as they arise
• Create and administer housekeeping, maintenance and repairs requests using provided applications (Breezeway, Asana, JustCall, Google Workspace, and more.) for all inspections, maintenance, and housekeeping records
• Ensure properties are ready for guest arrivals
• Provide meet-and-greet property tours to guests by request and at larger properties.
• Learn and explain how to use and troubleshoot major appliances (A/C, BBQ, golf carts, etc) and other primary amenities (pocket doors, cable boxes, remotes, etc.) in each vacation rental
• Assist in preparing properties for rental readiness (labeling lights, assembling welcome books, supply lists, shopping for properties, etc.)
• Submit guest damage insurance claims
• Cultivate fluency with Track Reservation Software and all tech-based applications
• Communicate and collaborate with fellow team members at in-person meetings, virtual meetings, and via text, email and phone.
• Update and distribute updated versions of Welcome Books and Property Manuals
• Complete assigned tasks in a timely fashion.
• Participate and assist as needed in the execution of minor property care activities, including changing light bulbs, unpacking and distributing supply orders, 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.
• Maintain accurate record keeping of housekeeping, maintenance and repairs requests within appropriate medium(s)
• Submit expense receipts and invoices through online forms that go to our accounting department
• Use good judgment to deploy de-escalation and resolution protocols as situations arise.
• Perform other duties as may be assigned by management

Skills and Personal Traits Required

• Highly personable
• Fluent in digital technology/systems
• Excellent communication skills, written and verbal
• Calm and efficient in stressful situations and adept at de-escalation
• Positive attitude
• Exemplary attention to detail
• Local knowledge of tourist activities, restaurants, grocery stores, etc.
• Reliable and trustworthy
• Professional demeanor
• Ability to multitask and self-direct
• Excellent typing and clerical skills

Qualifications

• Minimum of five years’ experience working with Internet, Email, Text Messaging,

Microsoft Office, Google Apps or equivalent.

• Minimum of one year’s experience working in a vacation rental 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).
• Active real estate license is not required.

Working Conditions

• Available to work a flexible schedule, including weekends and holidays
• 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 some job duties.
• Reliable mobile phone to perform some job duties.
• Reliable laptop to perform some 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 clean and professional appearance and follow dress code standards
• Continually seek better ways for delivering services and communicating 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)

Job Type: Full-time

Pay: $23.00 – $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Waikoloa, HI: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Vacation Rental Property Management: 2 years (Required)

Work Location: On the road