Gather Vacations
Published
March 27, 2024
Location
Remote, United States of America
Category
Job Type
Remote  
Salary
Annual Salary: $60,000 - $70,000 based on experience and achievement. 
Insurance
Yes

Description

COMPANY OVERVIEW:

Gather Vacations is a full-service luxury property management company representing 500+ luxury properties in the islands of Hawaii and the Western US. We believe our vacation rental management services offer the best of both worlds: a local-centric approach to home care and guest experiences with the power, technology, and resources of a national brand. As the Portfolio Operations Associate, you'll join our innovative and ambitious team, rethinking the vacation rental experience.

Gather is in the business of making others feel at home, so when you join our team, you're not only working with the industry’s best - you’re family. We foster deep, genuine connections with each other and inspire and equip our team to trust, learn and evolve while striking a healthy work-life balance so you can be the best at what you do.

We also understand that hard work deserves recognition. That's why we offer our employees not just good pay, but great benefits too. We want you to feel appreciated, valued, and, most importantly, part of a team making a difference in the hospitality industry.

At Gather Vacations, we believe in promoting from within, so there are plenty of opportunities for you to advance if you’re up for the challenge.

Ready to take that step?

POSITION SUMMARY:

We're on the lookout for a collaborative and organized individual to embrace the role of a remote Portfolio Operations Associate at Gather Vacations.

The Objective: 

Your extensive experience in portfolio management and the vacation rental industry is vital for success in this role. Your mission will span the full life cycle of a property within our management ecosystem, from onboarding to channel distribution, maintenance, and offboarding.

The Details: 

As the successful candidate, your efforts will ensure our properties meet the highest standards of quality as well as meet client expectations. You will manage onboarding new properties, ensuring they meet our rigorous criteria, and handle the offboarding process with precision and care. Collaborating closely with property managers and our Marketing team, you will also ensure our listings are appropriately optimized across multiple platforms.

Each day, you’ll get the opportunity to work in a fast-paced environment, emphasizing the importance of teamwork, innovation, and a client-focused approach. Your contribution will help us continue to nurture a culture of excellence, helping our teams achieve even greater efficiency and guest satisfaction across our multi-state, multi-market portfolio.

RESPONSIBILITIES:

  • Provide exemplary support and service to Property Managers, Owners and Colleagues while processing the various services we offer in Portfolio Management.
  • Follow established processes (SOPs) and contribute to the improvement of workflows as demands and requirements change.
  • Perform and facilitate the onboarding of a property to ensure a successful setup in all associated system platforms, marketing platforms, and the completion of all portfolio onboarding requirements.
  • Perform and facilitate the removal of properties from all marketing / system platforms, process existing reservation transfers if applicable, and account closeouts in client / inventory offboarding.
  • Facilitate training and work in connection with the Virtual Assistant team in completing support requests and tasks efficiently and accurately.
  • Perform and facilitate the processing of incoming support requests by providing written and verbal guidance / support for issues that arise and manage expectations, accompanied by prompt resolution.
  • Use critical thinking skills to troubleshoot and facilitate the resolution of issues pertaining to Central Support with a focus on Portfolio Management’s operations.
  • Understand complexity as it relates to all processes / functions in Portfolio Management, including the ability to use critical thinking skills, strong attention to detail, and comprehensive judgment to determine the appropriate course of action in day-to-day operations.
  • Manage various projects and tasks as assigned, ensuring meticulous project completion and follow-up.
  • Engage in regular team meetings with individual units and cross-functional departments to maintain alignment and foster collaboration.
  • Collaborate across departments and roles to provide seamless, efficient, and high-quality experiences for all internal and external stakeholders.
  • Contribute to the establishment of common practices, tools and templates for portfolio and project management while ensuring adherence to company and legal standards.

QUALIFICATIONS:

  • Previous experience in the vacation rental industry required.
  • Previous experience with vacation rental client / inventory onboarding, offboarding, channel distribution, and property data / listing maintenance required.
  • Previous experience in vacation rental channel distribution on platforms such as Vrbo, Airbnb, Booking.com, HomeToGo, Whimstay Marriott, etc. required.
  • Previous experience in API Integrations between Property Management Systems and Channel platforms required.
  • Extensive experience with high-end, luxury clientele.
  • Proficiency in troubleshooting, routing, and resolving various support requests.
  • Proficiency with Track, Google Apps, Slack, Hubspot, and other related software.
  • Strong interpersonal communication and follow-up/follow-through skills.
  • Excellent organizational and time management skills with strong attention to detail.
  • Ability to communicate accurately and effectively, verbally and in writing.
  • Strong sense of urgency in task management and responsiveness to client and organizational needs.
  • Possess a positive attitude and willingness to take full responsibility for all position duties.

COMPENSATION & BENEFITS:

Annual Salary: $60,000 - $70,000 based on experience and achievement.

Benefits: 

  • Paid time off, such as PTO, sick days, and vacation days
  • Health insurance
  • Life insurance
  • Dental insurance
  • Vision insurance
  • Retirement benefits or accounts
  • Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
  • Enhanced flexibility that comes with a remote position

Schedule: Monday - Friday, Pacific Business Hours