Maintenance Associate

Job Description

The Maintenance Associate supports Team Mark LeRoy at Gather Vacations in ensuring our portfolio of 35+ luxury homes are impeccably maintained and guests enjoy exceptional stays. This field-based, hands-on role is perfect for a proactive professional who excels at troubleshooting, solving problems, and is driven to completion of a wide variety of maintenance goals. The right candidate who excels in this position has opportunities for future growth within our company.

Key responsibilities include creating clear and thorough maintenance tasks, coordinating and overseeing vendors, and performing minor property care tasks such as changing light bulbs, organizing closets and cabinets, adjusting smart thermostats, testing Wi-Fi connectivity, and more. Complex maintenance and specialized handyman services are outsourced to professional vendors.

The position requires availability on weekends, holidays, and for emergency calls, and success in this role demands strong organizational skills, hands-on troubleshooting, and the ability to partner with vendors, homeowners, and guests to keep properties operating at peak condition.

Core Responsibilities

• Conduct thorough and timely inspections of all properties, adhering to a pre-defined templates and schedules, or as needed based on operational requirements.
• Verify that each home is in impeccable condition, fully prepared to welcome guests, and meets all of our pre-established standards of readiness.
• Ensure the security of the property, including checking all locks, windows, and alarm systems.
• Proactively identify and propose improvements to property maintenance and guest readiness processes.
• This role requires the ability to identify and address common, uncommon, and at times emerging, urgent, and emergency household and property concerns. The goal is to proactively and reactively identify and take steps to resolve issues swiftly and efficiently to minimize disruption to in-residence or incoming guests.
• This role involves coordinating with external vendors for specialized repairs or services. The associate will facilitate property access, oversee the work either in person or by sharing status updates via phone, email, text (using various apps), photos, and video, and conduct follow-up inspections to ensure quality standards and timely completion.
• A critical aspect of this role is maintaining accurate and detailed records of all maintenance issues reported, discussed, and observed. This includes logging the nature of the problem, the steps taken to troubleshoot, and the resolution. When external vendors are required, the associate will be responsible for coordinating their timely response, communicating the issue clearly, and ensuring that the work is scheduled and completed efficiently. This documentation is vital for tracking property history, budgeting for future repairs, and ensuring accountability. As required, you will serve as on-site contact during vendor work.
• This includes participating in a scheduled program of preventative maintenance tasks designed to prolong the life of property assets, prevent major breakdowns, and improve guest experience.

Additional Responsibilities

• Perform maintenance-related errands (e.g., shopping at Costco, Home Depot, and Target).
• Submit expenses, invoices, and vendor documentation.
• Support maintenance related welcome book updates and property onboarding/offboarding documentation.
• Provide responsive support to guests, internal team members, vendors, and other associates via phone, email, text (using various apps), photos, and video, and troubleshooting minor issues and coordinating vendor solutions when needed. Conduct follow-ups to ensure quality standards and timely completion.
• Provide after-hours guest support as needed.
• Contribute to team meetings and cross-department collaboration.
• Perform other responsibilities as assigned by management.

Qualifications

• Highly organized with excellent multitasking abilities, possess proven hands-on problem-solving skills, attention to detail, and experience in vendor coordination and property maintenance support, enabling effective communication with guests, vendors, and colleagues.
• Two years of experience in property management or equivalent services within the last three years is required. Preference will be given to candidates with prior experience in hospitality, property management, and light maintenance, who demonstrate a proven ability to meet the demands of this role.
• A valid driver's license and a clean driving record are essential. Candidates must also have reliable, insured personal transportation for job-related travel. Mileage reimbursement will be provided at current Federal rates.
• Proficiency in digital tools, including our current tech stack (Breezeway, Asana, Akia, JustCall, Google Workspace), is required. Training will be provided for specific applications. Candidates should have a minimum of five years of experience working with mobile devices, the Internet, email, text messaging, and Microsoft Office and/or Google Docs.
• Flexibility to work evenings, weekends, and holidays.
• Free of criminal background that bears a rational relationship to the job.
• High School Diploma or Equivalent (Required), Associate or Bachelor’s Degree preferred.

Skills and Personal Traits Required:

• Reliable and trustworthy
• Excellent communication skills, both written and verbal, are essential, along with exemplary attention to detail. The ideal candidate will be highly organized, self-directed, and adept at multitasking, continuously proficient in relevant software.
• Calm and efficient, adept at de-escalation, applying resolution strategies as needed.
• Proactively collaborate with supervisors, staff, and partners to improve service delivery, communication, and achieve company and client satisfaction goals.
• Takes personal responsibility for key deliverables, ensuring accuracy and timeliness.
• Maintains a professional and positive demeanor, collaborating effectively with all team members, and demonstrating a consistently cheerful attitude in diverse situations.
• Maintain a neat, clean, and professional appearance, both in the office and in the field.
• Attend all mandatory meetings

Working Conditions:

• The standard work week is Thursday through Monday during daytime business hours; however, these days and times are subject to change based on business needs.
• Available to work a flexible schedule, including weekends, after hours and holidays
• An Apple laptop and iPhone will be provided for business use.

Qualification Requirements: To perform the job successfully, an individual must be able to perform the duties, responsibilities, and other requirements satisfactorily. This job description is not intended to cover every task required and is subject to modification at the sole discretion of management. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Reasonable accommodation will be made for qualified individuals with known disabilities when the employer has 15 or more employees as applicable under law, and otherwise will not be provided.

Language & Communication Skills: Ability to speak, read, and write English, and analyze and interpret documents, such as reports, forms, and other data. Ability to write routine correspondence and reports. Ability to effectively present information and respond to questions from management and other employees, as well as customers, vendors, regulatory agencies, and the general public as may be assigned.

Technology: Ability to type and work on a computer and mobile app, including email, texting, and online software applications.

Reasoning Ability: Ability to apply common reasoning and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with and solve problems. Proven history of using good judgment.

Physical Demands: The duties of this job require the employee to regularly sit, stand, walk, use hands to handle or hold objects, use a writing instrument, computer, and telephone; and speak and listen by telephone and in person, and to drive an automobile. The employee is frequently required to reach forward, sideways, and overhead with hands and arms. The employee is required to sit, stand, and walk on a regular basis. The employee may be required to stoop, kneel, and bend as well. The employee must regularly lift and/or move up to 35 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Performance Evaluations: Conducted periodically at the discretion of management

Background / Screening: Employees must maintain criminal & driving record clearance that would bear a rational relationship to the job duties and responsibilities.

Operational Standards:

• Serving customers is the responsibility of every employee. Nothing is more important or more immediate than being courteous, friendly, prompt and helpful to customers.
• Employees will report to work on time, and be respectful to other staff members and contribute to the success and vibrancy of the company.
• Each employee will know the vision and mission of the company.
• Employees will have or develop all necessary skills required for the position.
• All work will be performed in accordance with the company’s policies and standards.
• All proprietary information and client information will be held in the strictest confidence.
• Overall workflow is the responsibility of every employee. Periodic staff assistance may be required in other work areas or departments.
• All phone calls must be returned within two hours whenever possible, and never later than the next business day.
• Employees will notify the manager of any issues that cannot be resolved in a timely manner, and of any deadlines that cannot be met. Such notification will occur timely prior to the deadline, so as to find a workable solution.
• All staff will contribute to a safe workplace by being alert and committed to safe work practices.
• Employees will wear appropriate attire or uniform as required for each position.
• Employees are encouraged to make recommendations for improvements using the suggestion form and submitting it to management.

This Job Description supersedes and replaces all prior versions or parts thereof that are inconsistent with this one. It is not intended to cover every task required, and is subject to modification at the discretion of management. Nothing is this Job Description is intended to create a contract of employment between the Company and employee. Employment with the Company is entered into voluntarily, and your employment is “at will,” which means you are free to resign at will at any time, with or without cause. Similarly, “at will” means that the Company may terminate the employment relationship at any time, with or without notice or cause, in accordance with applicable federal or state laws. Equal opportunity employer.

Job Type: Full-time

Pay: $25.00 - $29.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Health insurance
• Opportunities for advancement
• Paid time off

Work Location: In person