Maintenance / Guest Issue Resolution Representative

ROLE OVERVIEW:
We are looking for an extremely hardworking, persistent, and resourceful Issue Resolution Representative who takes ownership of difficult property problems and drives them all the way to resolution.

This is not a position where success means sending a message to a contractor and waiting for a response. Success means the problem actually gets fixed.

A major part of this role is taking on long-term and recurring issues that may have already been open for weeks or months. We expect significantly more effort to go into these difficult issues—researching the history, contacting multiple contractors, negotiating costs, finding alternative solutions, following up relentlessly, and determining the root cause so the same problem doesn’t continue happening.

About the Company
Luxury Lodging is a fast-growing short-term rental property management company overseeing 300+ homes across the United States. Our team is performance-driven. We manage day-to-day operations, including pricing, guest support, maintenance, onboarding, and owner success. We’re hiring someone sharp and reliable to help with essential operational tasks.

This is NOT a short-term or temporary role! We are looking for someone who wants to commit long-term and grow with the company. This position requires consistency, accountability, and the ability to handle challenges calmly and professionally. If you are actively job hunting, frequently changing roles, or looking for a stepping-stone position, this role will not be the right fit. Please apply ONLY if you are seeking a stable, long-term opportunity and are prepared to take ownership of the role through both smooth and challenging situations!

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KEY RESPONSIBILITIES:
1. Own Issues Until They Are Solved

• Take complete ownership of maintenance and operational issues from beginning to end.
• Give extra attention and effort to long-standing and recurring problems.
• Investigate why previous attempts failed instead of simply repeating the same solution.
• Identify and address the root cause, not just the immediate symptom.
• Follow up persistently without needing reminders from management.
• Find another path forward when a contractor, owner, or vendor is delaying resolution.
• Verify that repairs were completed properly before closing an issue.
• Reopen and escalate issues immediately when a supposed solution does not work.

2. Contractor Management & Negotiation

• Find and communicate with contractors, handymen, plumbers, electricians, HVAC technicians, cleaners, and other vendors.
• Obtain competing quotes when appropriate.
• Negotiate contractor pricing instead of automatically accepting the first quote.
• Ask contractors to explain expensive repairs and provide pricing breakdowns.
• Negotiate discounts, warranties, free callbacks, and corrections for incomplete or unsuccessful work.
• Find alternative contractors when pricing, availability, or quality is unacceptable.
• Balance cost, quality, and speed when d ---------- how to resolve an issue.

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WORK ETHIC & PERSISTENCE
We want someone who naturally thinks: “What else can I do to get this solved?”
not: “I sent the message, so I’ve done my part.”

The ideal candidate:

• Has an exceptional work ethic.
• Is persistent and difficult to discourage.
• Takes personal responsibility for results.
• Makes repeated calls and follow-ups when necessary.
• Searches for alternatives instead of waiting.
• Is comfortable pushing contractors professionally.
• Can manage many open issues without losing track of them.
• Is willing to spend considerably more effort on complicated long-term problems.
• Thinks creatively when the obvious solution isn’t working.
• Works independently without needing constant supervision.

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WHAT GREAT PERFORMANCE LOOKS LIKE

Instead of: “I contacted the contractor yesterday. I’m waiting for them to respond.”
We want:
“The original contractor didn’t respond, so I called again, texted them, contacted three alternatives, received two quotes, negotiated the best option down, scheduled the repair, followed up after completion, and verified that the underlying problem was actually fixed.”

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CORE PRINCIPLE
Own the problem until it is solved.

• If the contractor doesn’t answer, find another contractor.
• If the quote is too expensive, negotiate or find alternatives.
• If a repair fails, determine why.
• If an issue keeps returning, investigate the root cause.
• If something has been unresolved for months, increase the effort rather than accepting that it is difficult to solve.

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TO APPLY,
1. PLEASE ANSWER THE FOLLOWING QUESTIONS IN VOCAROO/GOOGLE DRIVE FILE:

• You inherit a property issue that has been happening repeatedly for three months. Multiple contractors have already attempted repairs, we’ve spent significant money, and the problem keeps returning. The owner is frustrated. You now completely own this issue. Walk me through exactly what you would do until you’re confident the problem is permanently resolved.
• A contractor tells you a repair will cost $1,200, but based on your research you believe a reasonable price is around $700. We need the repair completed quickly. Walk me through exactly how you would handle the contractor and negotiate this.”

2. Submit your answer to this question below in your cover letter/application and the title should contain the word short term rental:

• A guest checks in at 5 PM and an important repair needs to happen beforehand. Your contractor promised to arrive at noon. It’s now 2 PM, they haven’t arrived, and they’re not answering. What exactly do you do?”

3. Attach your resume

• Via a Google Drive link or similar (make sure it's set to public)

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THE STANDARD:
We’re looking for someone who believes: “If it’s my issue, I’m responsible for finding a way to solve it.”

Effort, persistence, negotiation, resourcefulness, and actual resolution matter significantly more than simply completing tasks.