Mountain Mama
Description
COMPANY OVERVIEW:
Mountain Mama is a premier vacation rental manager in the Harpers Ferry area. Our gorgeous homes and cabins are peaceful retreats from the city- and suburban life where guests can slow down, wonder at the natural world, and reconnect with loved ones. We find it hugely satisfying to provide spaces where our guests create treasured memories. Our guests know how to have a good time and we do, too!
We are a small company that is growing quickly! We currently manage 10 vacation homes and expect to manage 20+ by the end of 2022. As the first hire, the operations manager will be given rare opportunities to expand his/her roles/responsibilities (and compensation) as the company grows. This is a fast-paced, entrepreneurial environment that requires flexibility, the drive to constantly improve, and the ability to problem-solve.
POSITION SUMMARY:
The operations manager is solely responsible for company operations--guest services, housekeeping, and maintenance--and is accountable for guest satisfaction and home quality. The operations manager owns every aspect of the guest experience, from pre-booking inquiry to post-check-out review. We strive to offer the highest level of hospitality while maintaining excellent homes, and the operations manager is the one who makes that happen. The manager will be evaluated according to whether goals are being achieved (e.g. average star rating from guest stays), not the number of hours spent in an office.
This position reports directly to the owner and CEO. While the CEO will fully train the operations manager on existing processes and equip the manager for success, the operations manager will then be given lots of autonomy and freedom to improve existing processes and manage operations as effectively as possible.
RESPONSIBILITIES:
Guest Services
- Act of the first point of contact for guests from inquiry to check out; communicate via phone, email, messaging apps, and in-person
- Troubleshoot property access problems for guests
- Continually refine guest guidebook materials to minimize guest questions and maximize guest satisfaction
- Monitor and re-stock guest supplies as needed; if anything important is missing during a stay have it delivered in a timely fashion (either by hand, by coordinating with a cleaning contractor, or by a service like Instacart)
Housekeeping
- Coordinate with cleaning contractors on a daily basis to ensure all cleanings are scheduled and on-track
- Inspect every turnover clean using photos uploaded by cleaning staff to virtual inspection app
- Walkthrough every property on at least a weekly basis, noting cleaning deficiencies and providing feedback to cleaning contractors, and inspecting for maintenance items
Maintenance
- Develop, track, and implement a basic maintenance plan for each property
- Perform basic maintenance (e.g. changing air filters, tightening screws on furniture)
- Troubleshoot and triage issues discovered during inspections
- Troubleshoot issues with wifi, smart devices
- Coordinate contractors for any necessary repair work (e.g. clogged toilet) to minimize guest disruption
- Find and purchase/order necessary items for properties; maintain excellent records for accounting
Managerial
- Document processes and develop training materials for future hires in operations
- Recruit new operations team members and contractors as the company grows (not immediately)
- Manage key operations contractor relationships (e.g. after-hours call center company)
To Be Determined
- We are constantly improving the Mountain Mama experience, so responsibilities may change
QUALIFICATIONS:
Required Skills & Qualities
- Highly organized and capable of handling many different types of tasks
- Independent, self-driven, and accountable to individual and company goals
- Takes initiative solves problems, and always seeks to improve
- Excellent written and verbal communicator; comfortable speaking with guests over the phone and in-person
- Able to put people at ease and turn a potential problem into a win; maintains a warm and welcoming demeanor
- Able to clearly articulate and document processes
- Very fluent with technology, including smartphones; quick at learning new applications
- Able to perform basic maintenance work and "get hands dirty" whenever necessary; capable of and willing to learn new home maintenance skills
- Thrives in a fast-paced environment; calm under pressure
- Prepared to stay flexible as the company grows
Preferred Qualities
- Prefer someone who wants to grow into a leadership role as the company expands
- Prefer someone who knows and loves the Harpers Ferry area
- Prefer someone who loves the outdoors
Basic Requirements
- Ready for a job that is not M-F or 9-5; the upside is flexibility and freedom to set your own schedule
- Willing to take evening and weekend on-call rotations
- Will generally spend working hours at the office, though the job requires frequent travel to properties (must have own reliable transportation)
COMPENSATION & BENEFITS:
Annual Salary: $45,000.00 - $60,000.00
Benefits:
- Paid time off such as PTO, sick days, and vacation days
- Workplace perks such as recreation activities, food and coffee, and flexible work schedules