Service Manager

Service Manager

Job Description

Service Managers support the Owners team to develop plans for the quality condition of our owner’s property. Their primary responsibilities are to facilitate the implementation of approved plans that will maximize the value and investment returns of each asset/property in their portfolios.

They are tasked with executing the approved strategy and monitoring the property’s competitive position on a consistent basis. They will work with the Owner’s team to propose corrective action when a property is perceived to be in decline or to refine it as necessary to attain the objectives of Maui Paradise Property and the Owner. 

Primary Responsibilities

• Proven working experience in customer service and/or vacation rental market
• Advanced troubleshooting/multi-tasking skills and strong client relations and communication skills
• Taking responsibility for customer’s issues and following problems through to resolution
• Ability to evaluate property condition, and current and future needs to stay competitive
• Coordinate/prioritize emergency repairs at units
• Keep accurate records and document customer service actions and discussions
• Work with Reservation and Guest Services to handle guest questions/problems
• Work with the Owner Team to clarify communication with owners.
• Experience and expertise in a professional demeanor for working with guests to solve any issues
• Complete understanding and an eye for detail for ensuring properties are consistently clean, operating smoothly, and guest-ready
• Understand the importance of being dependable with managing a schedule and being able to work independently and as part of a team. 
• Assist in scheduling and follow-up of maintenance and repair issues
• Escort vendors and repair personnel to sites when needed.
• Conduct property inspections: cleaning inspection, light bulbs, and other tasks in need of repair.
• Be available and respond to emergencies when “on call”.
• Excellent written and verbal communication skills.
• Professional telephone and face-to-face manners.
• Detail-oriented with the ability to prioritize tasks confidently.
• Ability to work well within a team but to act on own initiative.
• Must be familiar with technology/cell phones to be able to access a variety of software platforms.
• They must have reliable transportation, in good condition cell phone, and basic knowledge of necessary tools. Must have a valid driver's license in good standing.
• Must have the ability to learn the current apps and programs needed for the position.  
• All other duties as assigned.

Confidential Matters and Proprietary Information

The employee recognizes that during the course of his/her performance, he or she may acquire knowledge of confidential business information or trade secrets.  The employee agrees to keep all confidential information in a secure place and further agrees not to publish, communicate, divulge, use, or disclose, directly or indirectly, for his or her own benefit or for the benefit of another, either during or after contract performance, any confidential business information or trade secrets. Upon termination of employment, Employee shall deliver all records, data, information, and other computer media or documents produced or acquired during the performance of their job to Company. 

Conflicts of Interest

The Employee shall not act as an agent for, consultant to, or as an officer, employee, or other representative of any subcontractor or supplier to the Company or serve in any of the foregoing capacities for any of the Company’s competitors or prospective competitors, without giving prior written notification to Company.  The Employee hereby warrants that there is no conflict of interest between the Employee’s other employment, if any, or other contracts, if any, and the activities to be performed hereunder.  The Employee shall advise the Company if a conflict of interest arises in the future. 

Required Education:

High school diploma/GED required