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Home Operations Supervisor

Company: Vacasa
Location: Flagstaff
Posted on: June 8, 2021

Job Description:

TurnKey is now part of the Vacasa family!

Home Operations Supervisor

Flagstaff, AZ

Why Vacasa

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we're the largest full-service vacation rental company in North America thanks to the people who give us their best every day. You'll fit right in here if you're curious, entrepreneurial, and thrive in a rapid-growth environment.

Why Operations at Vacasa

We live by a simple motto: happy team, happy owners, happy guests. Our local people are what set Vacasa apart. We're hospitality professionals dedicated to the communities we work with. We're the behind-the-scenes problem-solvers who create worry-free experiences for our owners and guests.

What We're Looking For

The Home Operations Supervisor is personally accountable for all home services within their assigned portfolio of homes that have an average value of $25 Million Dollars. This person will manage all aspects of home care within their portfolio of homes and is ultimately responsible for the performance of those properties with the goal of maximizing (1) Guest Housekeeping and Property Reviews, (2) Owner NPS and (3) Percentage of guest issues per arrival. In addition, this person will also work with the homeowner success teams, listings teams, and onboarding teams, and all other aspects of services we provide to both owners and guests for a world-class hospitality experience.

What You'll Do

* Proactively anticipate and resolve potential homeowner/guest escalations through regularly scheduled inspection visits to your portfolio of properties. * Resolve any maintenance related problems at your homes with high quality and efficiency. * Manage regularly scheduled visits to your properties for all vendors. * Onboard newly acquired properties and ensure they are successfully set up for both homeowner/guest satisfaction. * Communicate directly with homeowners to solve any issues at their property in a professional and time efficient manner. * QA/QC all listings and guest check-in instructions to ensure they reflect accurate information. * Reply to ad-hoc guest or homeowner related issues and solve problems. * Schedule and route bi-weekly home inspections to ensure quality of properties, considering reservation status, arrivals, and departures. * Basic in-home maintenance (replace light bulbs, install and troubleshoot lock issues, troubleshoot WIFI, tighten loose handles/doorknobs etc.). * Use a laptop and cell phone for email, SMS, case communication and case resolution. * Ability to work independently in the field, sometimes with little supervision.

How the success of a Home Operations Supervisor is measured:

* Owner Net Promoter Score (NPS) https://www.netpromoter.com/know/ * Guest NPS * Owner CSTAT (Customer Satisfaction) * Housekeeping Ratings * Guest Property Reviews * % of Guest In-House report issues / completion of scheduled HCS visits * Tech/App Compliance * QA Scores * Case handling and resolution

The Skills You'll Need

The Home Operations Supervisor will need to be able to reply to escalated calls quickly to look after the company and our Guests. The ability to be prompt, courteous and customer service focused is pivotal for a Home Operations Supervisor. At times, the Home Operations Supervisor will be required to be on call, work weekends or overtime as needed.

* A customer centric mindset * The ability to prioritize and manage your time effectively * Strong verbal and written communication skills * A willingness to quickly answer to escalated calls when needed * Reliable transportation that will allow you to pick up supplies to stock our homes

What You'll Get

* Health/dental/vision insurance-100% coverage option based on hours worked * Employer Sponsored & Voluntary Supplemental Benefits based on hours worked * 401K retirement savings plan with immediate 100% company match on the first 6% you contribute * Health & Dependent Care Flexible Spending Accounts based on hours worked * Paid vacation & sick days * Employee Assistance Program * Career advancement opportunities * Employee discounts * All the equipment you'll need to be successful * Great colleagues and culture * Please visit our careers page to review our full benefits offerings

Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law.

Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.

An offer of employment for this role will be contingent upon the successful completion of a background check.

Keywords: Vacasa, Flagstaff , Home Operations Supervisor, Other , Flagstaff, Arizona

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