10/22/2020
Position: Communications Manager
Company: Cactus Vacations is a boutique management company that gives guests an insightful look into what it’s like to live in the Roaring Fork Valley through properties that are both unique and luxurious. From a cabin next to the Crystal River to an expansive estate overlooking the entire valley, Cactus caters to a guest’s need to relax, rejuvenate, and explore.
Location: Virtual, but must live between New Castle & Aspen
Reports To: Founder & CEO
Position Summary: The Cactus Vacations Communication Manager is responsible for assisting guests during all stages of the booking process: from inquiry to completion of their stay. Our goal is to give each and every guest a positive experience and to mitigate issues as much as possible before a guests’ stay in order to assure a positive experience from start to finish. If an issue does arise, the Communications Manager will handle the issue with empathy and compassion and work to solve it within their power with the tools given to them. Cactus is a rapidly growing vacation rental management company so there are various opportunities to assist the founder outside of this role and continue to grow within and help grow the company.
Job Interactions & Interface:
This position is mostly virtual, although you will occasionally need to travel to a property or purchase supplies for a property if need-be to assist a guest or the founder.
You will mostly be communicating with guests over the phone, through text message, or over email.
Main Tasks & Responsibilities:
Assist guests from their inquiry in a property to completion of their stay with us.
Monitor the main email account and respond to all communications and inquiries within 2 hours based on urgency. If an urgent situation arises, it will need to be handled immediately.
Monitor the phone lines and text message service and respond to questions and concerns if they come in.
Confirm the cleaning schedule for our team each morning and be available to assist the team if they have a question or concern.
Review any issues and reports that come in from the teams and assign them to the appropriate contractor.
Maintain positive relationships with our contractors so they prioritize Cactus’ jobs.
Assist the Founder & CEO in any tasks that are guest-related.
Qualifications & Requirements:
A customer service background is a requirement with this position.
The ideal candidate must be tech-savvy and quick to understand new programs and systems. Cactus comprises a collection of interfaces that make up the company’s software including a channel manager, pricing software, communication interfaces, etc.
Positive attitude: most problems can be solved by showing a guest that you hear them and are compassionate towards the situation.
The ideal candidate would be someone that is a self-starter, can wear many hats, and use creative problem solving to handle issues without asking for help often.
Schedule: This position will be on a rotating schedule 3-days in a row per week. We do our best to accommodate your preferred schedule but will need some flexibility. At the moment we require 3 days-per-week where you are essentially “on-call” for a 24-hour-period. Business hours are from 8am to 8pm and we ask you to answer inquiries, questions, and issues within an hour or two of receiving them during this time. There are, however, occasionally emergencies that you will need to respond to (over the phone, via email, or text) outside of these times. It is important to note that this position allows you to go about your day as you normally would, but be available to answer items when need-be.
Compensation & Profit Share: We currently pay $100 per day. If you are required to attend to anything outside of your normal duties, we compensate you $25 per hour for these duties.
We believe in a great guest experience, therefore we’ve created a profit-share to encourage employees to book quality reservations and make sure guests have a positive experience. The better we do, the more money we make and share between employees.
Benefits: We offer 2 weeks paid vacation for a full-time schedule. Unpaid vacation can be offered as well on an approval-basis. So, for a 3-day-per-week schedule, an employee would be able to accrue 6 paid vacation days per year, up to 10 days.
