Luxury Operations Specialist - Guest Experience Leader

Natural Retreats; Big Sky (MT); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Flexible Spending Accounts

401K with company match

Disability Insurance

Life Insurance

Company Cell Phone

9 holidays

Job summary

Natural Retreats is seeking an Operations Specialist at Big Sky, MT to ensure guests and owners receive exceptional service from arrival to departure. You will manage property readiness, coordinate with maintenance and housekeeping, and communicate with guests via phone and email to resolve issues and ensure brand standards are met.

The role requires strong organizational skills, ability to prioritise, and flexibility for peak-season hours.

Qualifications

• Proficiency in Microsoft Office Suite
• Excellent organizational skills
• Outstanding customer service
• Ability to prioritize and take a proactive and flexible approach
• Ability to manage time effectively
• Ability to be flexible with hours of work varying, especially during peak season

Responsibilities

• 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. 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
• Reset and program cable and satellite TV receivers
• Read and interpret equipment manuals and work orders to perform required maintenance and service
• Replace or repair parts, test, and make adjustments
• Participate in snow and ice removal around the managed properties and around the office as needed
• Manage any stocks of consumable items such as lightbulbs, batteries, dishes, etc. 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
• 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
• 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
• 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
• 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
• HOURS OF WORK: This is a full-time position... (on-call hours).

Job description

Natural Retreats is seeking an Operations Specialist at Big Sky, MT to ensure guests and owners receive exceptional service from arrival to departure. You will manage property readiness, coordinate with maintenance and housekeeping, and communicate with guests via phone and email to resolve issues and ensure brand standards are met.

The role requires strong organizational skills, ability to prioritise, and flexibility for peak-season hours.