Description

Join our team as an Operations Coordinator at Sedona.org!

The Operations Coordinator plays a dual role supporting both property operations and guest experience excellence. This position assists in maintaining high standards of property management—ensuring properties are clean, functional, and guest-ready—while also leading and supporting the Guest Services team to deliver outstanding guest satisfaction. The role requires a proactive, service-oriented professional capable of managing day-to-day property and guest communications, resolving concerns promptly, and collaborating cross-functionally to uphold the company's operational and hospitality standards.

Culture Index Survey

As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. Please copy and paste the link below into your internet browser to complete:  
https://go.cultureindex.com/s/LYGw6VIQ1B

Requirements

Duties & Responsibilities:

Property Management

• Oversee the management of vacation rental properties, conducting regular site visits and inspections.

• Conduct thorough inspections for cleanliness, damage, and maintenance issues; ensure properties meet standards before guest arrivals.

• Manage day-to-day repairs and ongoing maintenance tasks, including minor repairs such as changing light bulbs and fixing leaky faucets.

• Identify and report significant maintenance concerns to the appropriate personnel.

• Prepare properties for guest and owner arrivals by overseeing cleaning and restocking supplies.

• Maintain accurate records of inspection findings and inventory levels.

• Deliver requested items to guests to ensure satisfaction.

Guest Services & Communications

• Lead and guide the guest services team, offering support, training, and performance management.

• Manage all facets of guest services and communications, serving as the central hub for information and support.

• Handle reservations, dispatch, on-call services, and escalated guest concerns, ensuring prompt and effective resolutions.

• Manage incoming guest complaints, coordinate resolution efforts, and handle guest compensation.

• Collaborate with other departments to ensure seamless guest support and resolution.

• Oversee phone systems, maintain call quality standards, and provide training to enhance customer service skills.

• Schedule staff to ensure coverage on phones and in shared inboxes based on volume forecasting.

• Implement streamlined processes to enhance guest service and cross-department communication.

• Provide guidance to property managers, maintenance staff, inspectors, and others when needed.

• Uphold and promote the company's core values and culture among the guest services team.

• Ensure compliance with Rental Management Agreements and special arrangements with property owners.

• Provide backup support for complex calls or escalated issues during after-hours.

• Develop, enforce, and update staff and departmental policies and procedures.

Non-Essential Job Functions

• Run occasional errands for office staff, including mailing items left by guests, delivering items to properties, and other miscellaneous tasks.

• Perform additional duties as assigned by the Operations Manager or Reservations Manager

Desired Skills

• Strong leadership skills with the ability to motivate and inspire a team to achieve exceptional results.

• Excellent interpersonal and communication skills, both verbal and written.

• Detail-oriented with critical thinking and problem-solving abilities.

• Ability to analyze data and metrics to drive decision-making and process improvement.

• Proven track record of successfully resolving complex guest concerns with a customer-focused approach.

• Strong organizational and multitasking abilities to manage multiple priorities effectively.

• Experience with property management systems and guest service software.

• In-depth knowledge of the vacation rental industry, local properties, and guest destinations.

• Proficiency in Microsoft Office 365, including Outlook, Excel, Word, and PowerPoint.

Qualifications

• High School Diploma or GED equivalent.

• 1–2 years of property management or related experience.

• Minimum of 3 years of customer service experience.

• Minimum of 2 years of leadership or supervisory experience preferred.

• Availability to work nights, weekends, and holidays as required.

• Valid driver's license and reliable transportation.

Physical Requirements

• Ability to bend, kneel, and squat frequently to inspect properties, check appliances, and perform minor repairs.

• Capability to lift and carry items weighing up to 50 pounds for tasks such as delivering supplies or moving furniture.

• Stamina to walk and stand for extended periods while conducting property inspections and overseeing cleaning processes.

• Prolonged periods of sitting at a desk and working on a computer for guest services responsibilities.

• Dexterity and coordination to handle tools and equipment for small maintenance tasks.

• Ability to navigate stairs, uneven terrain, and various property layouts to access all areas of managed properties.

• Visual acuity to identify maintenance issues, cleanliness standards, and inventory levels during inspections.

• Ability to climb ladders and navigate stairs to access various areas of properties, including attics and high shelves.

• Ability to work both indoors and outdoors, adapting to varying temperature conditions.

Schedule

5-day work week with typical hours between 8 AM and 6 PM. Schedule may require working evenings, weekends, and holidays to ensure comprehensive coverage and support across property management and guest services operations. Weekend availability is essential.

Summary

Sedona.org  is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Sedona.org  makes hiring decisions based solely on qualifications, merit, and business needs at the time.