JOB SUMMARY

This position is responsible for helping ensure the overall cleanliness, quality, safety, and working order of all resort rental units in accordance with company standards and contractual guidelines. The Service Manager oversees maintenance and field service operations, personnel, work orders, inspections, supplies, vendors, and related budgets while supporting effective check-in and checkout communication, positive owner relationships, and quality guest experiences. The position exemplifies the company’s mission, values, and customer service philosophy in job performance and relationships with others.

ESSENTIAL JOB FUNCTIONS

Operations, Quality, and Inspections

• Maintain the cleanliness, quality, integrity, and proper working order of resort rental units in accordance with established standards and contractual guidelines.
• Coordinate housekeeping and maintenance activities to address unit issues promptly and help ensure units are ready for guest arrival.
• Help maintain current annual evaluations and inspections of rental units; identify deficiencies and coordinate repairs, improvements, and follow-up.
• Perform basic maintenance and minor repairs as needed, including appropriate minor plumbing and electrical work for which no special certification is required.
• Ensure rental-unit issues that may affect guest stays are addressed in a timely manner; arrange for units to be taken out of service and coordinate service providers when necessary.
• Oversee special projects, renovations, and upgrades as directed by the Director of Property Management or Property Managers.

Staff Leadership and Work Coordination

• Train, supervise, and manage maintenance personnel, housekeeping personnel, inspectors, and subcontractors as applicable.
• Provide timely and thorough performance reviews to housekeeping inspectors and support staff development and consistent work quality.
• Serve as the central point of contact for distributing and coordinating maintenance work orders and related assignments.
• Prioritize assignments, monitor progress, and help ensure work is completed accurately and within appropriate deadlines.
• Attend staff meetings, share relevant information, and participate in resolving operational issues.

Maintenance, Repairs, and Work Orders

• Inspect, operate, and test equipment to identify malfunctions; diagnose mechanical problems and determine appropriate corrective action.
• Repair or replace defective parts and perform appropriate repairs involving fixtures, appliances, plumbing, equipment, smoke alarms, cabinets, shelves, tile, filters, and similar items.
• Use appropriate hand and power tools and consult repair manuals, parts catalogs, diagrams, or blueprints as needed.
• Estimate repair costs, prepare bids or project estimates when requested, and obtain quotes from third-party vendors for repairs, renovations, and annual inspection items. 
• Create and maintain an internal billable work-order process; review work not covered under the maintenance program and bill for eligible work when appropriate. 
• Coordinate with owners, occupants, office staff, and outside service providers to arrange access and complete repairs, including responding to emergency calls as directed. 
• Maintain accurate work-order records, job assignment sheets, daily work records, repair costs, and progress updates in the company's computer systems. 

Housekeeping, Inventory, and Equipment

• Maintain accurate inventory of items purchased for use in rental homes and monitor related expenses and profit margins in accordance with company goals. 
• Order and maintain parts, supplies, and equipment needed for housekeeping and maintenance operations.
• Maintain housekeeping vehicles in proper working order and support scheduled and as needed preventive maintenance of tools and equipment.
• Continuously evaluate outside vendor contracts for quality, service, and pricing consistent with company objectives.

Budgeting, Communication, and Guest/Owner Relations

• Manage and report expenses, forecasts, and budgetary goals as outlined by management.
• Assist in coordinating check-in and checkout communications with the front desk and keep appropriate personnel informed of issues that may affect guest stays.
• Maintain positive, proactive relationships with property owners and communicate housekeeping and maintenance issues promptly and consistently. 
• Communicate professionally and effectively with guests, owners, employees, contractors, vendors, and other departments.
• Complete required reports, records, and other administrative tasks, and carry out additional related duties as assigned.

GENERAL QUALIFICATIONS: EXPERIENCE, KNOWLEDGE, SKILLS

• Well organized, detail-oriented, self-motivated, and able to manage multiple priorities and meet deadlines. 
• Strong oral and written communication skills and the ability to communicate courteously and effectively with guests, owners, employees, contractors, and vendors.
• Demonstrated leadership and personnel-management skills, sound judgment, analytical ability, and problem-solving skills.
• Working knowledge of housekeeping standards, guest service, general maintenance, and resort or vacation-rental operations. 
• Proficient computer skills, including the ability to maintain electronic work orders and records; basic Microsoft Excel and general IT knowledge are required. 
• Ability to support a positive guest experience and maintain professional relationships.
• Must be able to pass a thorough background check.

EDUCATION/LICENSURE/CERTIFICATIONS

• At least two years of experience in a maintenance-related field.
• Two to three years of resort housekeeping and/or front office operations experience preferred.
• Experience in a resort environment or with private home/villa repairs preferred.
• General IT knowledge and Microsoft Excel skills required.   

WORK ENVIRONMENT

• Work may take place indoors and outdoors and may involve frequent interruptions and stress related to deadlines. The position may require walking for extended periods, climbing stairs, working in tight or enclosed spaces, working at heights, and working in temperature extremes. The schedule may vary and include weekends and holidays.

SENSORY/PHYSICAL/MENTAL REQUIREMENTS

• Ability to stand and walk for extended periods and to bend, stoop, climb, reach, grasp, and perform repetitive motions.
• Ability to lift and carry housekeeping items and equipment, including frequent lifting up to 15 pounds and occasional lifting up to 30 pounds; maintenance duties may require lifting 50 – 60 pounds on a continuing basis.
• Continual use of manual dexterity and visual activity.