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Responsible of the care and management of the Zapotal units which are used to house sales prospects and guests on property. The main functions of this position consist in organizing, coordinating and supervising the execution of all maintenance efforts and housekeeping services required by each home as well as the concierge amenities that each member, guest and prospect requires. Most importantly, the RS Rep is the members’ main point of contact for all service requests and arrangements throughout their stay at Zapotal.

REQUIRED EDUCATION

• Preferent bachelor’s degree in Tourism, Business, Engineering, Architecture, Project Management or similar.

RESPONSIBILITIES OF THE POSITION:

• Is the direct responsible of the follow up of every member/guest/prospect request that is received pertaining to the residence where they are staying and/or service request within the Club or off property.
• Maintain accurate information regarding members’ arrival and departure dates and details while keeping the rest of the teams informed of this information.
• Perform a weekly walkthrough of each of the residences to inspect the overall condition of the unit and take note of any damage or possible improvements.
• Generate a report of this walkthrough and assign possible tasks to each area head (Housekeeping, Maintenance, Landscape and/or independent contractor).
• Generate a monthly schedule for housekeeping services for each residence according to members’ visits. Review schedule with the Housekeeping Manager and follow up on each service during the month.
• Generate a monthly fumigation schedule for all residences according to scheduled visits.
• Maintain close communication with the Maintenance Manager to follow up on repairs and preventative maintenance requirements for each residence.
• Perform a walkthrough of the residence prior to the arrival of the members/prospects to ensure cleanliness, basic stocking, general set up of home, amenities, maintenance inspection and any special requests that may have been requested, assuring all amenities are up to Zapotal Standards.
• Coordinate, supervise and follow up any concierge requests that the guest may have requested for their visit. Generate a written itinerary which should be emailed to the guest prior to their arrival and distributed to the rest of the teams. Work as a liaison between guests and on-site staff to define, secure and execute arrangements for homeowners.
• Perform a walkthrough of the residence after each departure to verify that all equipment has been turned off, coordinate housekeeping services and make sure the residence is locked.
• Coordinate and follow up on the timely payment of invoices to all suppliers.
• Review and send statements to each guest for their residential expenses as well as Club incidentals incurred during their stay.
• Prepare special reports; handle special projects and assignments as directed by the RS Director.
• Communicate effectively and professionally via phone, email, etc. according to homeowner preference. Proactively maintain consistent communication with homeowners to ensure the highest level of satisfaction.
• Is in charge in coordination with Residential Services Director of residences availability.

COMPETENCIES FOR SUCCESS IN THE ROLE

• Strong leadership.
• Excellent organizing and people skills.
• Excellent multitasking.
• Excellent spot problem solving.
• Strategic thinking and planning.
• Reliability and punctuality.
• Adaptability and flexibility.
• Initiative and willingness to take on additional responsibilities as needed.
• Have knowledge of inventories.
• Emotional intelligence.