Hearthstone is a fractional ownership resort with 18 luxury residences located in McCall, Idaho. Our Owner Services position manages reservations for the 144 homeowners, renters and guests.

Create a welcoming environment for our Hearthstone owners and guests through accurate and professional written, phone and in-person communication before, during and after each reservation.

Responds to owner and guest concerns, requests and inquiries as timely and completely as possible.

Follow through on pre-arrival and in-house requests including arranging tee-times, restaurant reservations and grocery shopping upon request. Accommodate special requests whenever possible and communicate to owners and guests promptly if requests cannot be fulfilled.

Obtain accurate arrival information for each reservation.

Understand the essential elements of the Hearthstone CC&Rs and Rules and Regulations as they apply to all office and reservation functions and resort policies.

Maintain working knowledge of RDP reservation system software including ability to submit support tickets.

Facilitate rental reservations for owners and guests.

Prepare for weekly arrivals by preparing welcome materials and conducting pre-arrival walkthroughs of homes prior to owner and guest arrivals to ensure owners' request items are in place.

Maintain functioning knowledge of the homes and property including the ability to provide basic troubleshooting of TV, internet and appliance issues for in-house owners and guests.

Maintain and update in home documents including Residence Binders and instruction sheets in the homes.

Maintain current knowledge of the local area, activities, businesses, directions, etc., and keep the office stocked with flyers for local activities.

Process payments and complete banking deposits.

Efficiently communicate with the maintenance and housekeeping teams through the use of calls, emails and text messages.

Prepare team materials for and attend weekly OPS Meeting

Be on-call for after hours emergencies or urgent maintenance issues throughout the week.

Ensure office areas are cleaned, maintained and stocked with necessary office supplies.

Maintain Lost and Found log and process shipment of items as outlined by the Lost and Found policy.

Complete verification of Registry Collection deposits and maintain affiliate partner communication.

Provide owner and guest service recovery and relay to Resort Manager if follow up is needed.

Provide prospective owners and real estate agents with general answers to operational and financial questions regarding Hearthstone fractional ownership.

Required Skills

• General computer and internet knowledge

• Proficiency with email, word processing and spreadsheets

• Ability to learn Hearthstone's reservation system software

• Willingness to create working relationships with owners and team members

• Ability to communicate clearly and professionally both verbally and in writing

• Willingness to adapt to operational changes and challenges

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• McCall, ID 83638: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Administrative: 2 years (Required)
• Customer service: 2 years (Required)

Work Location: One location

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