Rockstar Virtual Assistants: Property Management - Maintenance Coordinator (Cross Train as a Guest Experience Agent)

Property Management - Maintenance Coordinator

COMPANY
Abode (abode.co) manages 100+ furnished apartments and apartment hotels servicing corporate and leisure guests for one-night to several month-long stays. The business is a combination of vacation rental and corporate housing and mainly operates apartments in urban locations but will be expanding to resort destinations in the future. Abode is a full-service hospitality and asset management company. Abode markets the units and manages the reservations, guests' in-residence experience, and the upkeep of the residential units.

ROLE
* 24-hour remote property management and customer support center team. Most shifts will be US office hours (Philippine Overnight Shifts) as these are the peak operations periods

SCHEDULE:
* Full-Time Independent Contractor
* 5 days per week and 9 hours per day with 1 hour of rest and meal breaks. ;
* 4 days per week and 10 hours per day with 1 hour of rest and meal breaks.
* The work schedule may include weekends, holidays, and evening shifts.

* The initial training schedule will be during US Office hours -the estimated duration is three to four weeks

PRIOR EXPERIENCE, SKILLS and QUALITIES REQUIREMENT
* Prior experience in residential or commercial property management, hospitality, or building maintenance management is highly preferred
* Empathetic and customer-centric personality
* Excellent written and oral English communication skills
* High level of computer literacy and ability to quickly learn and master new communication and management systems
* An unrelenting focus on quality and attention to detail
* Excellent organization, time-management, and problem-solving skills
* Motivated and sees opportunities to improve processes
* High energy and always ready to do everything you can to make sure our guests have a great stay
* Prior experience in hospitality reservations and customer service and support is highly preferred.
* Experience with short-term rentals marketed via online travel agencies like Airbnb, Expedia, Priceline, Trip Advisor, and others is a distinct advantage.

INFRASTRUCTURE REQUIREMENTS
* Reliable 12MB or greater high-speed internet connection
*Internet modem capable of connecting to a VOIP telephone to be provided by the Company
*Secondary backup internet connection (hotspot or comparable)
*Reliable and up-to-date personal computer with the capacity to run reservations, security, and communications programs.
*Most programs are cloud-based, requiring more processing power (RAM) than hard drive storage capacity. Min 8G RAM
*Reliable power supply and backup generator access

JOB DESCRIPTION
Our destination services coordinators are the liaisons between our guests, operations teams, and property maintenance and management teams and ensure that our properties are well maintained, stocked, clean, and ready to host our guests. We're looking for a customer-focused and multi-skilled individual who can help us provide best-in-class residential stay experiences for our guests. The role will mainly be for the destination services but may require shifts in the guest experience department.

If you are ready for a fast-paced environment with constantly shifting responsibilities and challenges, we would love to hear from you!

Please note: this role may require evening, weekend, and holiday shifts.

AT ABODE YOU WILL:

Destination Services Coordinator Activities
*Verify properties are cleaned and guest-ready for check-ins.
*Facilitate preventative maintenance and deep cleaning schedules with housekeeping and destination services operations teams and third-party vendors.
*Manage maintenance issue reports by guests and destination service teams and coordinate maintenance response activities with guests, destination services teams, and maintenance vendors.
*Manage and troubleshoot smart home technology systems, utilities, and telecom accounts to ensure properties operate safely and efficiently and meet or exceed guest expectations.
*Assist the purchasing team in replacing damaged housewares and operating items to ensure guest satisfaction.

Guest Experience Agent Activities
*Provide experience management services for guest stays, including but not limited to responding to guest inquiries, making new reservations or modifications to existing reservations, processing background checks and payments, and coordinating with destination services and operations teams to facilitate check-ins, check-outs, pre-arrival, in-house, and post-departure guest communications, experience curation, quality control, and issue resolution.

*Proactively identify residence and service-related issues and coordinate with appropriate resources to resolve them for current and future guest stays. Examples include pre-arrival information/expectations, maintenance and housekeeping, telecom/entertainment service, and operating/guest supply inventory issues.

*Develop proficiency with company reservations, screening, property management, communications, electronic access, and other technology systems to support the ability to meet and exceed guest experience expectations.

*Coordinate with building partners, destination services, and operating teams to facilitate maintenance, repairs, and troubleshooting of any residence issues.

*Maintain appropriate incident logs for missing, damaged, or maintenance items.

*Daily duties may include answering online or telephone guest inquiries, running background checks, making reservations and collecting payments, troubleshooting and problem-solving guest issues, helping guests with cable/Wifi or electronic door access issues, submitting maintenance requests, following up with guests on missing parking passes, keys or electronic access fobs and charging guests for lost or damaged items.

Compensation and Benefits:
* USD $3.50-$6/hr. with 30+ days of training, a 90-day probationary evaluation period, and a compensation raise
* Compensation based on experience and level of responsibility
* Monthly internet connectivity allowance (Effective post 90 days probation period)
* Phil Health reimbursement
* 13th-month bonus plan (Performance-based bonus)

Tentative Start Date: November 2024

Other requirements:

Please send the links to the following via the Online Jobs message thread:
*Application Letter - Share why you feel you are a good fit for the job and your views on integrity in the workplace. (doc or pdf file)
*Resume with references
*Speedtest link through www.speedtest.ph/
*Screenshot of computer specs: 8MB RAM and above
*Proof of billing from ISP
*Photo of a valid government-issued ID and a selfie with it.
*Respond to the scenarios in this form, and send us the resulting document link: forms.gle/Vu1GD8nBPmvPjHGa9

Once hired:
*NBI clearance and scanned copy of the receipt.

**PS: Thank you to all applicants. Only those qualified will be contacted for an interview or further requirements.

All the best,
Abode Team