Property Management Operations Assistant

Guest and Review Management

Responding to Guests

• Answer and respond to guest calls, emails, texts, inquiries and messages promptly between 2PM and 10PM.
  
• Ensure all check-in criteria are met and check-in instructions are sent to guests if so. 
  
• Confirm guest counts.
  
• Handle resolution requests or collect payments (depending on the booking platform) for upsells, pool heating and pet fees.
  
• Upsell services such as extra nights and welcome baskets.
  
• Reach out to guests to collect outstanding payments and alert Operations staff if a guest is within 7 days of check in with unpaid balances.
  

Review Management

• Extract actionable feedback from reviews and update Asana in the appropriate projects.
  
• Respond to reviews to maintain engagement and reputation.
  

Operations and Emergency Handling

Emergency Communication

• Accept emergency calls from Ruby VAs (overnight emergency call line).
  • If unable to assist, connect with the Operations team.
    
• Contact our list of vendors for after-hours issues like plumbing, air-conditioning, and electrical.
  

Daily Operations

• Move tasks forward from the day shift:
  • Scheduling.
    
  • Ordering.
    
  • Communicating with necessary parties.
    
• Write an end-of-shift report/log for the morning operations/field teams so they know where to pick up where you left off.
  
• Relieve stress and reduce the task load for the next morning's shift.
  

Vendor and Supply Management

Supply Tasks

• Order specific property purchases as needed from Walmart, Amazon, other sites for delivery directly to the guest or to the office.
  
• Collect weekly inventory amounts from Andrew (Inventory Manager) to establish a PARs list. 
  
• Enter inventory details into EZ Care with Andrew.
  
• Create supply work orders for Andrew and our Property Assistant. 
  
• Order supplies and linens in bulk as needed from suppliers and coordinate deliveries with Andrew so he can be there to accept them. 
  

Cost Control

• Track item pricing and update EZ Care weekly.
  
• Negotiate deals on wholesale items.
  
• Maintain profit margins by:
  • Analyzing pricing issues with the team.
    
  • Choosing alternative items if necessary.
    

Cleaners and Maintenance Team

• Review EZ Care cleaning reports and create tasks based on cleaner notes.
  
• Review Monthly Maintenance Work Order Reports in EZ Care and make new work orders for any issues you see in the report to be handled. 
  
• Follow up with cleaners for End of Clean (EOC) reports to ensure they are reporting accurately.
  

Lead Generation and Business Development (More on Adhoc task, no quota or sales requirement)

New Client/Property Acquisition

• Research property management sites to gather property addresses.
  
• Contact property owners to offer management services.
  

Lead Follow-Up

• Reach out to open leads on Vrbo and Airbnb.
  
• Encourage previous guests to rebook properties.
  

Tools and Software Utilization

• Use Asana, Guesty, and EZ Care for managing tasks and processes.