Job Summary Mars Hill Getaways is seeking a proactive and detail-oriented Short-Term Rental (STR) Operations Associate to coordinate daily operations across our STR properties. This position is wholly remote. Your primary responsibility will be to ensure our properties are always guest-ready by coordinating with guest coordinators, vendors, and maintenance teams through phone, text, and email. Familiarity with platforms such as Airbnb, Guesty, and other STR tools is highly desirable to streamline the integration process.
You will excel in this role if you can work independently within a structured environment, adhering to a well-defined process. A strong understanding of household maintenance and the ability to troubleshoot issues are key to effectively managing work orders. Clear and thorough communication is crucial, as you will be documenting work orders and maintaining detailed records of interactions with clients, guests, and vendors.
- Company Overview Mars Hill Getaways is a boutique, full-service STR management and design company, with listings on platforms such as Airbnb, VRBO, and Booking.com. Serving the Mount Pocono region and Northern Virginia region, we specialize in providing comfortable, well-maintained properties for guests seeking a retreat from the hustle and bustle of daily life.
We pride ourselves on delivering exceptional experiences to our clients and guests, ensuring our properties are immaculate, communication is seamless, and hospitality is at the heart of everything we do.
Work Order Management:
Collaborate with guest coordinators to identify and manage work orders, ensuring properties are always in optimal condition.- Troubleshoot household issues and assign appropriate vendors.
Maintain thorough written documentation throughout the work order process.
- Monitor the Emergency Maintenance hotline and respond promptly.
Meet deadlines for work order completion, and proactively communicate any changes.- Work closely with supervisors to refine and improve processes.
Vendor Network Development: Support the expansion and management of our preferred vendor network.
- Identify and address gaps in our vendor roster.
Ensure all vendors have signed agreements, including negotiated rates where applicable.Damage Claims Management:
Handle the submission and management of damage claims across various booking platforms. Familiarize yourself with the claims processes on Airbnb, VRBO, and other platforms to ensure timely and successful reimbursement.
- Desired Skills & Experience
Minimum 3 years of experience in hospitality, customer service, or construction management.
- Ability to work remotely from a home office between 9:00 AM and 6:00 PM EST, with a one-hour lunch break.
Strong understanding of common household maintenance issues and effective communication of these to others.- Ability to structure work efficiently, following established processes and time-blocking effectively.
Self-motivated with the ability to drive independent workstreams and clearly communicate with the team.
- Excellent communication skills in English, both written and verbal, with a focus on clarity and conciseness.
Friendly, with strong interpersonal skills and the ability to present information effectively to clients, customers, and staff.- Detail-oriented, proactive, and able to prioritize tasks effectively while working independently.
Team-oriented with a willingness to collaborate with other team members and professionals.
- Ability to apply common sense and follow instructions provided in various formats (written, oral, or diagram).
- Additional Information* This job description is intended to outline the general duties and responsibilities of the role. It is not an exhaustive list, and additional tasks may be assigned as needed. Management reserves the right to modify the job requirements at any time.
Job Types: Full-time, Contract
Pay: Php
- 37 per hour
Expected hours: 40 per week
