Operations Specialist

Job Description

Job Description

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! 

COMPENSATION: $25.00 - $27.00 / hr. 

BENEFITS & PTO:  Natural Retreats contributes to  both employee and  dependent premiums ! 

• 15 vacation days
• 9 holidays
• 7 sick days
• 5 NR Days with a $1,500 allowance to book a NR/360 Blue vacation home!
• Maternity AND Paternity Leave
• Medical (Traditional PPO-style plans and High Deductible Plan w/ HSA)
• Dental
• Vision
• Flexible Spending Accounts (medical and dependent care)
• 401K retirement plan options with 3.5% company match
• Short and Long-Term Disability Insurance (100% company paid)
• Basic Life Insurance Policy of $50,000 (100% company paid)
• Supplemental Life Insurance (Employee, Spouse, Child)
• Company Cell Phone

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 software systems 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 

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:

REQUIRED

• Valid driver’s license 
• Proficiency in Microsoft Office Suite 
• Excellent organizational skills with the ability to effectively record and catalogue documents on work performed
• Ability to pass pre-employment testing which may include drug testing and/or background screening 
• Excellent communication skills, both oral and written 
• Ability to work independently and as a team 
• Outstanding customer service 
• Ability to effectively prioritize and take a proactive and flexible approach to both job duties and problem-solving 
• Basic knowledge of audio/visual, electrical, plumbing, mechanics, and appliance repair 
• Highly self-motivated and autonomous with a keen attention to detail 
• Ability to manage time effectively and meet deadlines in a fast-paced environment 
• Ability to be flexible with hours of work varying, especially during peak season 
• Ability to lift 25 lbs. 

DESIRED

• Previous experience in a similar role
• Experience in the hospitality industry 
• Basic troubleshooting knowledge of internet routers

HOURS OF WORK:

This is a full-time position. This position will be expected to work 9:00 AM - 5:30 PM. After training, the team member will be expected to participate in some evening and on-call hours shifts. Weekends will  generally be busy with guest arrivals and departures and are considered working days. We encourage all team members to take two (2) days off per week where possible, knowing that guests can arrive at unpredictable times. Exact daily schedules may vary from season to season and differ from in-season to off-season. 

**To be eligible for employment, candidates for this safety sensitive position, must pass a pre-employment (5 panel non THC) drug test upon hire. A positive test result may lead to the withdrawal of the job offer.  

**As part of our hiring process, we conduct pre employment background checks. This may include but is not limited to criminal and motor vehicle records. Prior criminal history does not exclude candidates from consideration. By applying for this position, you consent to undergo a background check.

Persons with disabilities needing accommodation in the application process, or those needing job postings in an alternative format may email a request to View email address on ziprecruiter.com.

Natural Retreats is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, gender expression, pregnancy, childbirth or related medical condition, religious creed, physical disability, mental disability, age, medical condition (cancer), AIDS/HIV, marital status, veteran status, sexual orientation, genetic information, or any other characteristic protected by federal, state or local law. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, Team Member activities and general treatment during employment.

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