Operations Concierge

About the Job

REMOTE

This role is fully remote, we set a location because some job boards require it.

Company Description:

Rove Travel is a venture-backed luxury furnished rental brand and marketplace offering curated, quality-controlled homes for extended stays and vacations. Based in New York City, Rove Travel operates across NYC and select destination markets including the Hamptons, South Florida, and Aspen. Rove Travel combines a high-touch hospitality standard with modern technology to deliver a consistent guest experience, and to help property owners maximize performance through trusted operations, distribution, and pricing support.

Job Description:

As a FT Operations Concierge, you will have your hands in many different areas of the day-to-day operations of Rove. Your primary focus will be supporting in-market operations teams and being the first impression for our guests whether they are making a booking inquiry, arriving at one of our properties, or calling in hopes that we found a lost item from their stay. You will also have involvement with other general and administrative tasks such as data entry, listings management, and even some involvement with project management related to onboarding our new properties. You will be a foundational team member that will help define and codify guest and market-based operational support standards. You will report to the Director of Property Operations and also have regular opportunities to work closely with the executive leadership team.

At Rove you will:

• Assist in managing the day-to-day operational needs of our in-market service providers, coordinating ad-hoc service recoveries with guest and vendor availability
• Review daily cleaning tasks performed by our service providers, ensuring photos submitted meet our brand and quality standards
• Field inbound and outbound phone calls to our service providers, guests, and other prospective vendors
• Handle omni-channel booking requests and inquiries
• Aid our search for new vendors and service partners in new markets that we enter
• Work closely with the Director of Property Operations to refine and codify our operational processes to scale our operations and enable a seamless onboarding experience for future Rovers
• Be deeply involved with the listing of our new properties within our PMS and throughout other booking channels- maintaining and updating these listings over time
• Be a master of navigating multiple tech systems and platforms that we work within, demonstrating a mastery in your efficiency and ability to quickly learn new concepts, systems and workflows

What we look for:

• 3+ years of experience in hospitality or STR (short-term rental) operations support or management
• A knack for organization, time management, and managing multiple workstreams at once
• Experience in a remote-based working environment, particularly for a US-based company is a plus
• Strong Technology Skills - Including use of various online platforms (Google Suite, Notion, Breezeway, Slack, CRM, etc.)
• Experience in customer relations preferred
• An eye for the details to ensure no details, however minor, are overlooked
• Strong analytical and problem solving skills and the ability to make data driven decisions
• Creative thinking that challenges assumptions and wants to drive innovation
• Experience providing input or creating SOPs to improve operational efficiencies

Technology & Work Requirements

Time Tracking:

• This role requires the use of time-tracking software during scheduled shifts. The software must be installed and actively running on the same device used for work.

Minimum Technical Specifications:

To effectively support guests and manage multiple platforms simultaneously (including Breezeway, Enso, Quo, Front, Guesty, Notion, Slack, and Google Workspace), candidates must have:

• Processor: AMD Ryzen 3 / Intel i5 or equivalent
• Memory: Minimum 8 GB RAM (16 GB preferred)
• Storage: SSD recommended
• Internet: Reliable, high-speed internet suitable for remote work
• Equipment: A personal computer capable of handling multiple active tabs and cloud-based systems without performance issues

Compensation:

This role is a FT contractor position that will be paid at $8USD/hr.

We are an equal opportunity employer and value diversity at Rove. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.