Operations Specialist

Company Overview

Our national luxury vacation rental management company has professional openings across the country. The Natural Retreats collection of brands, including 360 Blue , and Callista Vacations , serves guests in some of America’s most beautiful destinations—from Palm Springs, CA, to Florida’s Emerald Coast.

We foster a collaborative, fun work environment and offer an excellent benefits package.

Position Summary

Natural Retreats is seeking a dependable, hands-on Operations Specialist to join its on-site team in Big Sky, MT, in a full-time role. The Operations Specialist ensures that every guest and owner receives outstanding customer service from arrival to departure, keeping properties guest-ready and running smoothly with steady, practical, detail-oriented work. The role calls for personal accountability, collaboration, adaptability, sound decision-making, and a commitment to results, along with the ability to build positive relationships, communicate effectively, respond constructively to challenges, and deliver high-quality work that supports team and organizational success.

What You'll Do

Essential Functions

- To be a brand ambassador, promoting all NR locations and services to guests/colleagues alike
- Ensure that all guests and owners receive amazing customer service in all aspects of their stay from arrival through to their departure
- Resolve guest complaints, concerns, etc. to improve the guest experience and escalate any necessary concerns to the respective party
- Gain and maintain a strong working knowledge of the destination and be able to effectively communicate this to guests and other departments within Natural Retreats
- Ensure all properties are ready, prepped, correctly setup, and staged according to Natural Retreats brand standards in a timely manner prior to every guest and owner arrival
- Deliver branded amenities to homes prior to guest stays
- Perform complete inspections following guest departures to ensure no damage to property has occurred and work with Guest Experience team and the GM/PM to rectify any issues encountered
- Perform weekly Home Inspections as per OMAs
- Ensure all NR brand standards are met in terms of safety, cleanliness, and sanitation
- Responsible for detailed knowledge of property inventory, location, amenities etc.
- Ensure all homes are guest ready and be responsible for processing work orders for maintenance and housekeeping issues and follow through that all work orders are completed
- Work with the General Manager/PMs to oversee owner and guest services and fulfill owner and guest requests
- Assist with all aspects of maintenance including but not limited to:
- Reset Wi-Fi routers and modems
- Reset and program cable and satellite TV receivers
- Perform light plumbing repairs
- Read and interpret equipment manuals and work orders to perform required maintenance and service
- Diagnose problems. Replace or repair parts, test, and make adjustments
- Participate in snow and ice removal around the managed properties and around the office as needed
- Facilitate work orders as assigned
- Create work orders for maintenance team and/or vendors
- Provide open, honest, and timely communication to all departments and central teams
- Conduct property inspections within a timeline outlined by the GM/PM and as outlined in our management agreements
- Work with GM/PM to ensure all owner charges are entered timely and accurately and posted to monthly owner statements

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Member for this job.

Required Qualifications

- Valid driver's license
- Proficiency in Microsoft Office Suite
- Excellent organizational skills with the ability to effectively record and catalogue documents on work performed
- Ability to pass pre-employment testing which may include drug testing and/or background screening
- Excellent communication skills, both oral and written
- Ability to work independently and as a team
- Outstanding customer service
- Ability to effectively prioritize and take a proactive and flexible approach to both job duties and problem-solving
- Basic knowledge of audio/visual, electrical, plumbing, mechanics, and appliance repair
- Highly self-motivated and autonomous with a keen attention to detail
- Ability to manage time effectively and meet deadlines in a fast-paced environment
- Ability to be flexible with hours of work varying, especially during peak season
- Ability to lift 25 lbs.

Preferred Qualifications

- Previous experience in a similar role
- Experience in the hospitality industry
- Basic troubleshooting knowledge of internet routers

Compensation, Benefits & More

Compensation: $27 per hour

Benefits:

- Paid time off such as PTO, sick days, and vacation days
- Health, Dental and Vision insurance
- Life insurance
- Retirement benefits or accounts
- Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
- Long term and Short term disability insurance
- Wellness programs
- Workplace perks such as recreation activities, food and coffee
- Flexible work schedules

Schedule: This is a full-time position. This position will be expected to work 9:00 AM - 5:30 PM. After training, the team member will be expected to participate in some evening and on-call hours shifts. Weekends will generally be busy with guest arrivals and departures and are considered working days. We encourage all team members to take two (2) days off per week where possible, knowing that guests can arrive at unpredictable times. Exact daily schedules may vary from season to season and differ from in-season to off-season.

Job Type: Full-time

Location: On-site in Big Sky, MT