Job Description

COMPANY OVERVIEW:

Fieldtrip (@stayfieldtrip) is a luxury hospitality + real estate firm specializing in the acquisition, development, and management of premium branded short-term rentals. We aspire to be the leading boutique hospitality brand in the luxury short-term rental space, currently operating over $100M in assets, with an additional $50M+ in homes, boutique hotels, and glamping projects in development. Our collection includes the world-famous Invisible House, as well as one of the nation’s largest purpose-built short-term rental portfolios. We own or exclusively manage the assets in our portfolio, selectively partnering with family offices, investment firms, developers, and homeowners who share our vision and seek to be part of our curated collection. 

Hospitality is at the core of what we do. Our properties are professionally designed to the Fieldtrip brand standard, allowing us to scale and operate our portfolio like a distributed full-service boutique hotel. At each destination, our professional local teams facilitate a seamless and unique experience for our discerning travelers by ensuring that our homes are in perfect condition and prepared for our guests’ specific needs. Our Experience Curation team, dedicated concierge, and 24/7 Guest Experience team provide prompt support and curate bespoke travel experiences and immersive activities. The quality of our white-glove service is evident in our 2000+ 5-star ratings.

JOB SUMMARY:

Join us as our Part-time Vacation Rental Resolutions Manager and become the go-to expert for tackling escalated cases that demand specialized attention. In this pivotal role, you'll work hand-in-hand with OTAs to resolve complex, high-stakes situations, ensuring guest satisfaction while upholding the integrity of our policies. 

We’re seeking a seasoned vacation rental professional with deep expertise in OTA platforms, terms, and conditions and a proven track record in managing escalations and resolving support cases. 

This part-time remote role offers flexible hours and requires availability Sunday through Wednesday . If you're ready to make a real impact while working with a dedicated support team, we’d love to hear from you!

RESPONSIBILITIES:

Case Management

• Handle Escalations: Take ownership of escalated support cases from OTAs, working to resolve issues swiftly and satisfactorily. 
• Investigate & Resolve: Analyze guest complaints, investigate the circumstances, and coordinate with on-site teams to provide accurate and timely solutions. 
• Maintain Records: Document all steps taken in each case, maintaining clear, organized records for reference and analysis. 

OTA Liaison 

• Coordinate with OTAs: Work directly with OTA support teams to resolve complex cases and ensure the accurate representation of our properties and policies. 
• Policy Compliance: Interpret and enforce OTA and company policies in resolving cases, ensuring that solutions are compliant and protect both guest interests and company standards. 
• Track Escalations: Keep a detailed log of cases to identify recurring issues or trends with specific OTAs, contributing to long-term strategy and policy improvements. 

Communication & Reporting 

• Guest Communication: Provide clear, empathetic communication to guests, explaining resolutions and addressing any remaining concerns. 
• Internal Collaboration: Work with customer support, operations, and property management teams to gather necessary details for case resolution. 
• Monthly Reports: Compile reports on case resolutions, highlighting trends, success rates, and areas for improvement. 

QUALIFICATIONS:

• Experience: 2+ years within the vacation rental or hospitality industry is required.
• OTA Knowledge: Familiarity with platforms like Airbnb, Vrbo, and Booking.com, including their policies and escalation processes. 
• Problem-Solving Skills: Strong analytical skills with a solutions-oriented mindset and the ability to handle high-stress situations. 
• Communication Skills: Excellent written and verbal communication skills, with the ability to deliver clear, empathetic messages. 
• Organization: High attention to detail and strong organizational skills to manage multiple cases and track resolutions. 

COMPENSATION & BENEFITS:

Hourly: Up to $25

Why Join Us? 

If you’re passionate about problem-solving, thrive in high-stakes situations, and are dedicated to delivering excellent customer experiences, we’d love to have you on our team! This role is a great fit for someone who enjoys the challenge of handling complex cases and has a deep understanding of the vacation rental industry.

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