St. Albert's College (Autonomous)
Website:
gmail.com
Job details:
Company Description: Igloo Retreats is a hospitality company focused on unique, high-comfort retreat experiences in distinctive properties and locations across the US. We deliver customer-first hospitality management of the highest quality, built around memorable guest stays. Our team collaborates remotely and on-the-ground to support a growing portfolio of retreats while maintaining consistent quality standards and lean operations using AI-native solutions. We value reliability, clear communication, and a service-oriented mindset in every part of how we work.
Role Description: The Property Management Specialist is a full-time remote role responsible for the day-to-day operations of assigned properties within the Igloo Retreats portfolio.
You are the person the guest hears from, the person the vendor answers to, and the person who spots the problem proactively before it becomes a reactive case. This is a hands-on, high-autonomy role. You will make judgment calls on live guest situations — a broken AC during a stay, a disclosure gap on a listing, a refund request — with clear escalation paths and resolution processes, but without hand-holding after training. We hire people who can read a situation, decide, document, and move.
What You'll do:
Guest Experience & Communications
- Manage all guest touchpoints and communications — pre-booking inquiries, pre-arrival prep, in-stay support, and post-checkout follow-up.
- Deliver a 5-star stay experience by ensuring smooth operations and quality checks between stays.
- Enforce house rules, occupancy limits, parking policies, and our Good Neighbor Policy with courtesy and firmness.
- Handle guest requests and resolve complaints amicably and with the highest professionalism.
Property Operations & Vendor Coordination
- Own turnovers: cleaner scheduling and coordination, quality verification, restocking, and same-day recovery when a clean falls short.
- Dispatch and follow up with on-the-ground teams of handymen, pool and hot tub techs, HVAC, landscapers, and other vendors until the issue is closed — not just assigned.
- Monitor property condition proactively (maintenance issues, safety hazards, damage claims) and document everything with photos and written records.
Systems, Data & Listing Health
- Keep listings accurate: reservations, calendars, rates, listing content, and cross-channel sync.
- Maintain our internal property knowledge base — WiFi credentials, amenity details, access instructions, HVAC quirks, house manuals, and corrections — so the whole team works from one source of truth.
- Audit listings for accuracy and completeness; catch stale, duplicate, or misconfigured listings before they cost us money.
- Track occupancy, revenue, and payout data; flag discrepancies and anomalies rather than passing them through.
Compliance & Growth Support
- Stay on top of local STR regulations, permits, and platform policy requirements for assigned markets.
- Support direct-booking, upsell, and gap-night initiatives that lift occupancy and ADR.
- Contribute to SOPs, checklists, and process improvements.
What we are looking for:
- Excellent written and spoken English. You'll interact daily with guests, vendors, support teams, and booking platforms. Tone, clarity, and calm under pressure matter more than credentials.
- 2+ years in hospitality, guest services, real estate, property management, or high-touch customer operations. Direct short-term rental experience is a strong plus.
- Ownership mindset. You close loops. You follow up. You don't wait to be asked twice.
- Sound judgment under pressure. You make everyday decisions and judgment calls that align with a customer-first mission, and execute without escalating every situation.
- Strong organization and attention to detail across many properties, time zones, and moving parts simultaneously.
- Comfort with software — PMS or CRM tools, Google Workspace, spreadsheets. Experience with Hostaway, Guesty, Lodgify, or similar is a plus.
- Genuine interest in AI tools. We use AI daily and expect you to use it well. You don't need to be technical — you need to be curious and willing to learn our stack.
- A reliable remote setup: stable high-speed internet, a working laptop, a quiet place to take calls, and a power backup plan. You can work independently and maintain professionalism in a remote, team-oriented environment.
Shift and Working Hours:
Our guests are in the US, so our coverage is too. You'll be assigned a 8-hour shift within the 7:00 AM – 11:00 PM ET window, which in India means an evening-to-overnight schedule, depending on your assigned shift.
How to apply:
Apply here with your resume, and include a short note answering one question:
"A guest messages at 11 PM on their first night saying the hot tub isn't heating, and they booked the property specifically for it. The vendor can't get there until tomorrow afternoon. What do you do — and what exactly do you write back to the guest?"
We read every answer. It tells us more than a resume does.
Click on Apply to know more.
