About Heirloom
Heirloom is a leading provider of large-format, luxury short-term rentals on the national level. Our unique focus on providing word-class accommodations to discerning groups of travelers in premier travel destinations, combined with a tech-enabled and data-driven business strategy, has allowed Heirloom to quickly carve out a unique space for itself within the highly competitive and rapidly evolving luxury vacation rental industry.
General Overview
The Maintenance Technician with Guest Support responsibilities plays a central role in the daily operation of Heirloom - Nashville's 11-unit Portfolio -approximately 40-50 bedrooms. The Guest Support/The Maintenance Technician is one of two part-time employees in Nashville and is responsible for overseeing the market operations and managing relationships with third party contract service providers.
In partnership with Property Operations and Housekeeping, this role is responsible for executing basic repairs and preventative maintenance to ensure that all properties fulfill Heirloom's property maintenance and brand standards. This role will also communicate with guests, act as a point of contact for guest issues and support. A successful candidate is a reliable team player, and a resourceful problem solver with previous maintenance experience and experience with customer service. The Maintenance Tech should feel confident in working and producing results with minimal direct in-market supervision. The Guest Support/Maintenance Tech's success will be measured using guest review scores.
Guest Service Functions
- Provide in person and remote support for guests during heavy check in and check out periods, ensuring that guests' first and last impressions of Heirloom are positive and create repeat guests
- Work collaboratively with the Maintenance Technician to expedite maintenance ticket completion, particularly in cases of great discomfort or distress, and coordinate onsite maintenance as well as guest support and resolution
- Provide a seamless point of contact experience for guests and process all incoming guest communications (text, email, phone call, online messages, etc) in accordance with company policy
- Elevate guest experience for VIP guests and provide unique anticipatory hospitality for guests who are visiting for special occasions
Maintenance Technician Functions
- Handling scheduled preventative maintenance and basic repairs and maintenance, including, but not limited to:
- Essential home repairs, including, but not limited to: repairing/replacing garbage disposals, unclogging drains, replacing toilets, replacing ceiling fans, etc.
- Troubleshooting equipment repairs (HVAC, electrical, plumbing), helping determine if a third party technician is necessary
- Hanging & Mounting: art, mirrors, decor, light fixtures, hooks, floating shelves, etc
- Basic landscaping and groundskeeping: weed whacking, mowing, weeding, etc
- Basic carpentry repair
- Drywall repair (patching and painting)
- Conduct routine cleaning and preventative maintenance on free standing hot tubs.
- Assists with conducting routine inspection of premises, equipment, and systems
- Diagnosing mechanical, plumbing, and electrical issues and correcting them or coordinating subcontractors, as needed.
- Assists in overseeing third party technicians when professional repairs are necessary
- Reporting any needed repairs, low stock items, and facilities maintenance needs in a timely fashion
- Assist with new property installations on an as needed basis
- You will anticipate guest needs, prevent and solve guest issues, and ensure that their assigned homes are damage-free and well maintained.
- Troubleshoot guest issues and support the overall guest experience
- Must have a valid driver's license, an upstanding driving record, and access to their own dependable truck and/or van (not a sedan). Mileage reimbursement will be provided at the federally recommended rate
- Lives in close or commutable proximity to Nashville
- Prior in-house maintenance experience (3-5+ years), or comparable.
- Excellent verbal and written communication skills - Polished telephone manner
- Highly proficient in the use of hand and power tools
- Prior experience with hanging and mounting art, mirrors, decor, window treatments, and decor
- Prior experience with drywall repairs and painting. Can patch and repair drywall damage (example: blemishes the size of a grapefruit)
- Prior experience with basic carpentry: feels comfortable repairing a broken bed support beam, can build a basic floating shelf, can repair a screen door
- Prior experience with basic plumbing: can repair and replace a toilet and garbage disposal, can unclog a drain and knows when a professional should be called
- Can replace and hang electrical fixtures: pendants, sconces, ceiling fans, etc.
- Able to comfortably lift 50lbs and climb a ladder
- Any kind of construction background or trade certification is a plus, but not a firm requirement
Schedule & Compensation
The Maintenance Technician is a part-time role based in Nashville, TN. The work schedule is variable and based on business needs. Schedules can vary- expect 3 to 4 days that are anywhere from 6 to 8 hours a day. Weekend availability is REQUIRED. The most common weekend work day will be Sunday. We are flexible and can work with your schedule within the parameters above.
Compensation is hourly and you will receive mileage reimbursement.
Compensation details: 22-29 Hourly Wage
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