Seeking a clean freak, detail-oriented, customer-focused perfectionist with unrealistically high standards to direct the Guest Experience Department of a growing portfolio of vacation rentals in Tempe, Scottsdale, Chandler & Phoenix.
Stated Mission For the Position: Acquire 5-Star Reviews from our Guests to reach and sustain superhost status on Airbnb ( >4.76/5), Premier Partner on VRBO ( >4.5/5), >9/10 score on Booking and >4.8/5 on the MSTH website.
Here are the primary areas of responsibility of the GED and the desired outcomes for each.
- Unrealistically High Standard of Cleanliness Before Guest Check-in
Our GEDs must be clean freak, detail-oriented, customer-focused perfectionists with unrealistically high standards of cleanliness. They should have neat and tidy homes, which points to their natural desire for cleanliness. They should have the ability to hire, train, manage, correct and fire cleaning staff members all with the goal of perfecting our cleaning procedures.
Desired Outcome: >4.8 out of 5 on guest overall and cleanliness scores.
- Insanely Fast, Guest-Focused Communication (pre, during and post stay)
Our GEDs must have immediate access to phone and email notifications from future and current guests so as to provide immediate service and support to our guests.
Desired Outcome: >4.8 out of 5 on guest communication & < 1 hour average response time to all inquiries/messages.
- Proactive Furnishings and Property Maintenance and Repair
Our GEDs must have experience in identifying furnishings, appliances or parts of the homes that need to be repaired or maintained. They must keep a calendar of routine preventative maintenance and ensure that all of the company’s property stays in top working condition.
Desired Outcome: >4.8 out of 5 on guest accuracy and quality ratings and to stay under budget on reactionary repairs and maintenance through strong preventative focus.
- Inventory & Supply Procurement & Stocking
GED must be able to maintain an accurate inventory control of all in-home and cleaning supplies needed to keep the homes fully stocked at all times.
Desired Outcome: >4.8 out of 5 stars guest overall rating and passing inventory checks.
Our GEDs must exhibit a positive attitude and seek to promote constructive teamwork with fellow team members, company leadership, suppliers and contractors.
Job Headline: Seeking a clean freak, detail-oriented, customer-focused perfectionist with unrealistically high standards to direct the Guest Experience Department of a growing portfolio of vacation rentals in Tempe, Scottsdale, & Phoenix.
Job Duties:
- Coordinate with the booking agents and dispatchers on new bookings
- Hire, fire, train, manage and schedule the cleaning crew and maintenance/repair vendors
- Inspect/Verify home status prior to each guest check-in
- Identify repairs that are needed to the buildings, furnishing or other contents of the homes in MSTH’s maintenance tracking system
- Take inventory of supplies, furnishings and home contents and report issues to the appropriate department or manager
- Procure and install inventory supplies such as soaps, paper products, linens, basic cooking ingredients, replacement furnishings and kitchen stock
- Review and respond to guest reviews with goal of identifying ways to improve our processes
- Work with the general manager to ensure optimal overall property management
- Respond to guest needs before and during their stay by phone call, text, in person, through email or the corresponding booking app
- Identify and oversee preventative maintenance at each property
- Anything else needed to reach the company’s goals, which revolves around glowing guest reviews resulting from excellent guest experiences.
- There are no set “office hours” and only periodic team meetings.
Candidate Qualifications -
- Above all else, be honest and be motivated by maintaining a high level of personal and professional integrity.
- Have two years experience in team management.
- Be a person who enjoys a fast paced environment where schedules and duties change daily.
- Be a person who can manage competing simultaneous priorities.
- Be a person who gets high satisfaction from serving and/or providing solutions to guests’ unforeseen problems or complaints to ensure they have a great experience with our properties and company.
- Be a person that keeps a very clean and orderly home, which reflects a superior standard of cleanliness mentality.
- Be a person with an eye for detail and an ability to clearly communicate how to achieve a superior standard of excellence.
- Must be a person who can identify with the needs and tastes of our guests who span all generations, nationalities and backgrounds.
- Have reliable transportation available at all times to get to our properties as needed.
- Have reliable high speed internet at home and on a smartphone.
- Be comfortable with technology in general and able to learn MSTH apps and management programs.
- Be able to respond to all dispatcher and guest messages within 30 minutes of the message between the hours of 7am to 10pm.
- Be a person willing to pitch in to accomplish the team's goals even if a certain task isn't on their job description.
- It is a plus if job applicant has a 4-year degree, a trade degree or other applicable training/certifications
- Most of the duties are conducted at the property sites or from the GED’s home, smartphone and/or laptop.
Average Weekly Hours Estimate: Currently the workload is an average of 8-10 hours, but the portfolio is growing quickly and the hours will increase to 18-20 over the next few months.
GED Employment Type: 1099 Contract Employee
GED Reports to: General Manager
GED Compensation: Compensation varies greatly based on experience and other factors. However the range is typically $25-35/hour. Neither drivetime nor mileage is compensated in addition to the hourly rate.
Job Type: Part-time
Pay: $25.00 - $35.00 per hour
Benefits:
Schedule:
- Day shift
- Night shift
- On call
- Self-determined schedule
- Weekend availability
Application Question(s):
- After completion of a second interview, the applicant will arrange contact between the hiring manager and three supervisors and/or peers associated with positions the applicant has held in the past 15 years. As an answer to this question, please provide the name and position of three supervisors and/or peers that can be contacted AFTER a second interview. Contact information is not needed at this point, only names and titles. **If this information is not supplied now (while applying to this application) the candidate will be disqualified without an initial phone conversation.**
Education:
- High school or equivalent (Required)
Experience:
- Team management: 2 years (Required)
Work Location: Hybrid remote in Tempe, AZ 85281