Guest Services & Operations in Property Management in Big Sky Montana

Company Description

Two Pines Properties is devoted to serving our clients, guests, and community and we truly believe our passion for all three makes us stand out. Alex has served on the Big Sky Young Life Committee, a youth outreach program focused on high school students and Wes has served with the Gallatin River Task Force, working hard to make sure that what makes Big Sky special, remains protected. Wes and Alex are also both passionate about making sure the newest additions to Big Sky are well cared for at Big Sky's local non-profit childcare facility, the Morningstar Learning Center. 

We feel passionate about giving each guest the opportunity to make a lasting and positive impact on the Big Sky community. Therefore, an opportunity to donate to these organizations is offered to each guest that books with Two Pines Vacation Rentals.

Whether you're staying in a smaller cabin or a large estate, our mission is to provide exceptional service through a professional and relational partnership. Our goal is to deliver more than just transactional services, but to cultivate an exceptional experience during your time in Big Sky. 

Wes has served in the hospitality industry since he was 18. When working on a beloved guest ranch in Colorado, he was taught a saying that we use to keep us motivated to continually deliver the BEST products and services to others,
"Guests into friends, friends into family." 

- W & A 

Job Description

SUMMARY:

The Guest Services & Operations role is responsible for coordinating with other team members to ensure that vacation rental guests and long-term tenants are provided with an exceptional level of service in response to questions, concerns or requests.

ESSENTIAL FUNCTIONS:

• Build comprehensive vacation rental listings by compiling information from various sources on multiple platforms, including LiveRez, VRBO and Airbnb. Once listings are built, keep them up to date and accurate.
• Respond to incoming VRBO/Airbnb reservation requests and inquiries or emails in a timely manner.
• Manage maintenance requests and coordinate with contractors to have maintenance issues resolved in a timely manner for long term rentals, tracking through Buildium.
• Draft long term tenant leases for approval by ownership.
• Process/track tenant rent payments.
• Communicate information to confirmed/potential guests about the property, the surrounding area and local attractions/events via email or telephone.
• Develop and maintain positive guest communication prior to arrival, verifying the guest has the appropriate information to make for a smooth arrival and stay.
• Answer and process guest/tenant calls, taking messages/providing answers to requests, questions, or concerns.
• Contact appropriate individual or department (e.g., Contractors, Housekeeping, Maintenance) as necessary to resolve guest/tenant issues

Qualifications

QUALIFICATIONS:

• College Degree preferred
• Minimum of two years' experience in customer service
• Excellent telephone etiquette and written communication skills
• Valid Driver’s License
• Excellent organizational and time management skills
• Strong knowledge of Gmail, google docs, google sheets, etc
• Experience with LiveRez/VRBO/Airbnb a plus
• Must possess a positive attitude
• Must be willing to participate in a growing/changing work environment
• Must be able to quickly adapt to effectively using multiple guest reservation platforms
• Must be dependable and available to work on weekends, nights and/or holidays based on business demands

PHYSICAL REQUIREMENTS:

Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Additional Information

-May be required to work some weekends and holidays 

-May be asked to use personal vehicle for work

-Will have at least one day a week "on call"

Two Pines is very excited to be growing and would love to add another hardworking person to our team!