The Role:
The Assistant General Manager is to oversee daily operations, ensuring every task is executed to deliver a seamless experience for both our guests and homeowners. Your role will be to support the General Manager, serving as the key link between our team and vendors while building and maintaining strong relationships with homeowners. The ideal candidate will be naturally positive, self-motivated, and obsessed with delivering top-notch hospitality to guests, homeowners, vendors, and team members.
Key Responsibilities:
Serve as the main point of contact for homeowners, addressing their concerns and issues with professionalism and efficiency so that they feel valued and cared for.
Solve homeowner issues directly.
Maintain regular communication with homeowners regarding property maintenance, guest experiences, revenue, accounting, marketing, and other relevant topics.
Review and resolve customer complaints and concerns, seeking to improve all aspects of the customer experience with the company.
Manage and execute short term licensing coordination with homeowner and the county.
Fully understand how to onboard and offboard homeowners onto our platform, be aware of terms, renewal dates, and licensing to remain compliant with contracts and local permitting.
Maintain a detailed understanding of and assist customers with questions and suggestions regarding operations, revenue management, accounting, guest experience, and marketing.
Optimize existing processes within the company and actively enhance all customer success initiatives.
Ensure homeowner satisfaction by proactively managing expectations and providing timely updates.
Collaborate with internal teams to coordinate and resolve homeowner-related matters.
Monitor and manage homeowner churn, implementing strategies to retain and satisfy homeowners.
Develop and maintain an understanding of each homeowner's needs to deliver personalized service.
This is not an exhaustive list—other responsibilities may exist as required by company stakeholders.
Qualifications:
Naturally positive and self-motivated with a strong work ethic.
Exceptional communication skills, both written and verbal.
Problem-solving mindset, quickly identifying and addressing challenges as they arise.
Adaptable and resourceful, able to adjust to changing priorities while maintaining efficiency.
Extreme diligence and attention to detail in all tasks.
Strong organizational and problem-solving abilities.
A passion for hospitality and a commitment to providing excellent service.
Ability to work effectively both independently and as part of a team.
Experience in property management is a must.
Cultural Fit:
Obsessed with hospitality for guests, homeowners, vendors, and fellow team members.
Embraces a positive and proactive approach to challenges.
Demonstrates a high level of integrity and professionalism.
Thrives in a dynamic and fast-paced environment.