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.

Vacation Rental Collective is seeking a part-time Property Care Specialist & Lead Guest Services Agent to assist with day-to-day operations in its Bend, OR Market. The position is essential in ensuring that our guests and owners have an amazing first impression of our homes. 

This position ensures compliance with VRC’s cleaning standards and other quality assurance elements, makes necessary adjustments as needed to ensure properties are guest-ready and presentable, delivers items to properties, and troubleshoots issues that may arise during guest stays. This position also fulfills our critical Guest Services functionality. 

As a Guest Services Agent, this individual serves as the primary contact for guests before, during, and after their stay. This position converts online and over-the-phone inquiries into bookings; assists guests with their reservations, including adjusting dates, accepting payments, and vacation planning services; facilitates the guest check-in process by being available by phone and email to assist with guest check-in; and troubleshoots issues that may arise during the guest stays. The Lead Guest Services Agent serves as the primary contact for guests during all aspects of their stay.

This position requires flexibility and the ability to respond to a variety of requests. The scope of responsibility includes all other duties as assigned.

Qualified candidates are those with highly evolved customer service skills. We’re looking for an expert communicator who will be able to listen effectively to determine the root cause of issues and communicate clearly and in a friendly, professional manner to solve the issue and ensure the customer has a positive experience while staying with VRC.

Duties & Responsibilities:
The Guest Services Representative 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 to ensure quality is consistent with VRC standards
• Troubleshooting issues that arise during guest stays
• Forwarding all calls from Owners onto the appropriate VRC team member
• This position requires flexibility and the ability to respond to a variety of request. The scope of responsibility includes all other duties as assigned

Desired skills include:
• Ability to work under pressure and effectively manage stressful situations.
• Ability to effectively diffuse intense situations.
• Ability to multi-task and work independently with limited oversight.
• Ability to work with people from varying backgrounds.
• Ability to talk, listen, and help resolve conflicts with customers.
• Ability to work in a highly flexible work environment with a varying work schedule.
• Effective written and verbal communication skills and basic math skills.
• Positive attitude and upbeat demeanor.
• Interpersonal skills.
• High attention to detail.

Qualifications:
• We are seeking a candidate with two to five years of experience in the hospitality industry or another related industry. Great customer service and interpersonal skills, guest and owner relations experience, and effective written and oral communication skills are a must.
• Candidates must be highly proficient in using computers, word processing, and spreadsheet software; experience with web-based property management software is a plus.

Preferred Experience:
• Prior experience working with OTAs like Vrbo and AirBnB in a vacation rental setting is preferred.
• Candidates with a degree in hospitality, tourism, business management, or another related field will be given priority. Experience may be substituted for educational requirements.

Working Conditions:
This position requires regularly working on nights, weekends, and holidays. Although most guests are reasonable, it may require working with challenging guests at times.

Application Process:
The successful candidate will live in Bend or be willing to relocate. Must possess the ability to integrate into the local community and establish relationships with key stakeholders, including company representatives and local service providers.

Applicants must submit a cover letter and resume to be considered. Only serious applicants will be considered.

The annual compensation for this role is $38,000 to $45,000. Compensation depends on experience.

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.

Vacation Rental Collective (VRC) is seeking an Assistant Operations Manager to assist with our day-to-day operations in our Moab, UT market. The position aids in the administration and execution of day-to-day operations for a 35+ 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 Moab, UT and the Moab community, passion for quality, and insistence on top-tier service. They fully understand and appreciate the importance of our customer's 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 Moab lifestyle will establish you as a memorable ambassador for the VRC brand.

Compensation depends on experience. The salary ranges from $48,000 to $56,000 annually.


Duties & Responsibilities:
This position is responsible for the following, and all other duties as assigned:

• Supervise guest services staff including providing coverage for days off, employee scheduling, and assigning responsibilities and tasks
• Conduct property inspections and enforce VRC’s quality assurance standards
• Manage and coordinate all vendor and subcontractor activities
• Manage the routine maintenance schedule and all maintenance projects
• Provide assistance to guest services staff for troubleshooting issues that arise during guest stays
• Accept calls from Owners and forward on to the Managing Partner as appropriate
• Anticipate and mitigate issues – prevent when possible
• Manage payments, billing and accounts payable entries for month end close
• Managing and resolving guest’s disputes, responding to complex situations
• Ensure listings are properly displayed on our distribution networks, manage payments and commission remittance
• Assist with listing optimization efforts including pricing, photos, descriptions, visibility
• Coordinate new unit onboarding
• This position requires flexibility and the ability to respond to a variety of requests. The scope of responsibility includes all other duties as assigned

Desired Skills & Abilities Include:
Qualified candidates are those with highly evolved customer service and organization skills. 

We’re looking for an expert communicator who will be able to listen effectively to determine the root cause of issues, and communicate clearly and in a friendly, professional manner to solve the issue and ensure the customer has a positive experience while staying with VRC.

• Ability to work under pressure and effectively manage and resolve stressful situations
• Ability to work independently, with little oversight, to identify, track and complete projects and company initiatives
• Ability to work with people from varying backgrounds
• Ability to talk, listen, and help resolve conflicts with customers
• Ability to work in a highly flexible work environment with a varying work schedule.
• Position requires effective written and verbal communication skills, and basic math skills.

Additional Desirable Characteristics of Successful Candidates:
• Positive attitude and upbeat demeanor
• Interpersonal skills
• High attention to detail

Qualifications:
A minimum of three to five years of experience in the hospitality and/or service industry with a focus on high-quality customer service. Bachelor’s degree in hospitality management, business administration, or another related field preferred. May substitute education for professional certifications and/or experience. Prior experience with hospitality or booking software preferred.

Preferred Experience:
• Prior experience working with OTAs like Vrbo and AirBnB in a vacation rental setting is preferred.
• Candidates with a degree in hospitality, tourism, business management, or another related field will be given priority. Experience may be substituted for educational requirements.

Working Conditions:
This position requires regularly working on nights, weekends, and holidays. Although most guests are reasonable, it may require working with challenging guests at times.

Application Process:
The successful candidate will live in Moab or be willing to relocate. Must possess the ability to integrate into the local community and establish relationships with key stakeholders, including company representatives and local service providers.

Applicants must submit a cover letter and resume to be considered. Only serious applicants will be considered.

The annual compensation for this role is $48,000 to $56,000. Compensation depends on experience.

The application deadline is COB on Thursday, April 19th. 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.