Vacation Rental Collective (VRC) is seeking an Assistant Operations Manager to assist with our day-to-day operations in our Bend, OR market. The position aids in the administration and execution of day-to-day operations for a 50+ unit vacation rental company by providing the best over-the-phone, web-based, and in-person support and services to guests, owners, and our various partners and service providers.
Our Assistant Operations Managers are service-oriented, business-conscious, and incentive-driven individuals. These vacation specialists bring direct customer service experience and local knowledge to the forefront with their love of Central Oregon and the Bend community, passion for quality, and insistence on top-tier service. They fully understand and appreciate the importance of our customers' happiness and are willing to innovate to ensure they have the best experience possible.
Our guest experiences, owner relations, and service requests come in a variety of forms, and as Assistant Operations Manager, you will be at the helm of them all, including: over-the-phone, through emails and IMs, as well as occasional face-to-face meetings. Your extensive knowledge of our inventory and the Bend lifestyle will establish you as a memorable ambassador for the VRC brand.
The salary ranges from $48,000 to $54,000 annually.
Job Duties & Responsibilities:
This position is responsible for the following, and all other duties assigned:
• Processing all reservations booked online.
• Answering phone calls, emails, and text messages in a timely, friendly, and professional manner between 8 am and 10 pm regarding the following:
• Inquiries from potential guest looking to rent a vacation rental
• Questions or problems from guests who are currently in house (e.g. how do you turn on the fire place, the TV isn’t working,
• Questions or reservation adjustments from guests who have already booked (e.g. what type of coffee maker is in the unit, can we check in early, can we add dates to our current reservation)
• Assisting guests with questions regarding current reservations.
• Conducting property inspections and enforcing VRC’s quality assurance standards.
• Managing and coordinating with 3rd party vendors.
• Troubleshooting issues that arise during guest stays.
• Forwarding all calls from Owners onto the appropriate VRC team member.
• Managing and resolving guest’s disputes, responding to complex situations and guest reviews, ensuring listings are properly displayed on our distribution networks, managing payments and commission remittance.
• Troubleshooting issues that arise during guest stays.
• Assist with Owner Onboarding and Liaison functionality
• This position requires flexibility and the ability to respond to a variety of request. The scope of responsibility includes all other duties as assigned.
Successful Candidates:
• Are self-motivated and confident in their ability to communicate
• Have great customer service and interpersonal skills, and guest and owner relations experience
• Are friendly, outgoing and service-oriented
• Are well-organized and able to multi-task and prioritize tasks
• Are calm under pressure and thrive in a fast-paced environment
• Are able to come up with creative ideas and solutions and share local knowledge and local insights with guests
• Know or want to learn as much as possible about Vacation Rental Collective, our business, and more
• Are willing to go above and beyond to create the best possible guest experience and every vacation a memorable one
• Must be able to establish and maintain positive working relationships
• Highly proficient in using computers, word processing, and spreadsheet software
• Must be able to use web-based property management software
• Working knowledge of accounting and financial processes
• Revenue and yield management, and rate setting experience for highly diverse inventory skills preferred.
• Are well-versed in the local community dynamics, and are able to establish relationships with local service providers, owners, co-workers, and municipal government staff.
• Have five years of experience in the hospitality industry or another related industry and/or a degree in hospitality, tourism, business management or another related field.
• Candidates with a degree will be given preference. Experience may be substituted for educational requirements and vice versa.
• Have customer service and guest relations experience and effective written and oral communication skills.
• Have, at some point in life, taken a vacation.
Vacation Rental Collective:
• Values self-awareness, honesty, creativity, judgment, empathy, positive energy, and career experience
• Provides a unique, fun, and independent work environment
• Offers competitive compensation and benefits package
• Is excited to hear from you!
The application deadline is COB on Thursday, April 18th
Applicants must submit a cover letter and resume to be considered. Applicants who don’t meet the minimum requirements need not apply as they will not be considered. Only serious applicants will be considered. Compensation depends on experience.
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