Short Term Rental Assistant Operations Manager

All applicants must complete this survey for consideration for an interview: Click to view/p/aDgYt0IaIYnOcuVE

STR Assistant Operations Manager Job Summary.
We are looking for someone who can coordinate with our guest coordinators and frequently used vendors on a regular basis via phone call, text and email. Your focus will be coordinating work for short term rentals and ensure the properties are ready for guests at all times. Experience with AirBNB, Guesty, Short Term Rentals will help make the integration process easier.

We are looking for an individual who can work independently in a structured environment by following a proven, well-defined process. Applicant should have a strong understanding of household maintenance and the ability to troubleshoot problems to aid in your success in completing work orders that are identified. Your communication style must be factual and thorough; you will be required to be detailed in your written communications to document your work order progress and your communications with clients and customers.

I. Company Description
Mars Hill Realty Group was established in 2009 and consists of a residential, maintenance and property management division. The company is licensed in Texas, Virginia, and Washington D.C and transitioned to a 100% remote workplace environment in 2018.
Mars Hill is the location in Greece where the Apostle Paul preached to a very opinionated crowd of influential philosophers and religious thinkers. Many people believed that there were more gods in Athens than men! Nevertheless, Paul boldly proclaimed the truth about Jesus and some men joined him and believed.
At Mars Hill Realty Group we believe this idea needs to be the foundation of all we do: Boldly proclaim the truth to our clients. Our #1 goal is to give straightforward, honest and intelligible information about the real estate market so our clients can make good decisions for their home.

II. Company Values
Maintain God as the Priority – do everything with integrity
Attain win-win-win for Everyone – always put your client’s interests first, but negotiate and problem-solve so that everybody benefits
Reduce Risk – protect the company and client from contract and property risk
Strengthen Relationships – value relationships over profits

III. Job Description
This position is for a full-time STR Assistant Operations Manager who will help maintain our STR portfolio by creating and managing repairs, cleanings, post check out maintenance and seasonal maintenance . Your focus will be coordinating work for short term rentals and ensure the properties are ready for guests at all times. You will work directly with our guest coordinators and vendors to identify and coordinate repair work. There will also be a component of managing the overall operations of our STRs which include website and platform management, submitting damage claims, ordering supplies, and pricing strategies.

IV. Desired Skills & Experience
5+ year, long-term contractor position.
Will work from your home office.
Ability to properly understand and communicate common household maintenance issues.
Ability to structure your work and time block effectively to follow a proven, well-defined process.
Ability to communicate clearly via phone, text and email company with vendors, tenants and owners
Excellent communications skills and mastery of the English language; clear and concise; enjoys talking to people.
Friendly, strong interpersonal and communication skills – ability to effectively present information and respond to questions from clients, customers and staff.
Proactive with attention to detail, ability to work independently, and prioritize tasks effectively.
Willingness to work well with other team members and professionals.
Must be able to apply common sense understanding and carry out instructions furnished in written, oral, or in diagram form.

V. Major Job Functions
These functions are not an exhaustive list of all role responsibilities skills and standards required. Other responsibilities, skills and standards may be added. Management reserves the right to add or change the job requirements at any time.

A. Work Order Management – Partner with the guest coordinators to identify work orders and ensure that the houses are in good condition. Initiate, Update, Confirm and Close Work Orders according to company requirements
Understand and troubleshoot household problems so that solutions or a vendor can be properly assigned.
Establish thorough written documentation during work order management
Be available to monitor the Emergency Maintenance hotline.
Meet deadlines and/or communicate with staff and vendors to obtain new deadlines to successfully complete project goals.
Work with direct supervisor to ensure processes are followed and improved as needed.

B. Vendor Network Development – Assist the team leader to grow the preferred vendor network in quality and size.
Identify and fill shortages in our preferred vendor network
Ensure all preferred vendors have a signed vendor agreement, primary contact attached and negotiated rate agreement (if applicable)

C. Damage Claims management – Submit and oversee the entire reimbursement process for guest damages to the property. Be familiar with the different processes on all our platforms (Airbnb, VRBO, Direct Booking).