Director of Rental Operations

Position Summary

The Director of Rental Operations is responsible for the day-to-day onsite execution of Big Sky Luxury Vacations' luxury vacation rental operation. This position ensures that every property is properly prepared, inspected, cleaned, stocked, and ready for guest arrival and that the transition between reservations is executed consistently and efficiently.

The Director of Rental Operations serves as the operational link between Property Management, Guest Relations, housekeeping, vendors, and the guest experience. The Director of Rental Operations is the primary owner of post arrival guest communication and guest issue management, including after-hours communication.

While the Director of Property Management owns the physical maintenance of the properties and vendor/project management, the Director of Rental Operations owns rental readiness and on-site execution.

Primary ResponsibilitiesProperty & Reservation Readiness

• Own the operational readiness of properties for upcoming guest reservations.
• Maintain visibility into arrivals, departures, back-to-back reservations, owner stays, and other property activity.
• Develop and maintain standardized pre-arrival and post-departure procedures.
• Ensure homes are prepared according to Big Sky Luxury Vacations' luxury standards.
• Conduct or coordinate pre-arrival property walkthroughs.
• Conduct or coordinate post-departure inspections.
• Identify maintenance, cleaning, inventory, or presentation concerns and ensure they are assigned to the appropriate team member.
• Confirm critical property systems and guest amenities are functioning prior to arrival.
• Communicate property concerns promptly to the Director of Property Management.

Housekeeping & Cleaning Coordination

• Coordinate housekeeping schedules around guest arrivals and departures.
• Monitor cleaning quality and consistency.
• Perform or coordinate quality-control inspections following cleaning.
• Communicate cleaning deficiencies and ensure corrections are completed before guest arrival.
• Assist with cleaning and property preparation when operationally necessary, particularly during high-volume periods, unexpected staffing shortages, or urgent turnovers.
• Maintain appropriate standards for linens, supplies, amenities, and presentation.
• Coordinate deep cleans and seasonal cleaning requirements with the appropriate team members and vendors.

Property Walkthroughs & Quality Control

• Establish consistent inspection standards and checklists for luxury rental properties.
• Ensure each property is guest-ready prior to check-in.
• Verify cleanliness, presentation, supplies, amenities, exterior appearance, and basic functionality.
• Identify damaged, missing, or malfunctioning items.
• Document property conditions when appropriate.
• Escalate repair and maintenance needs to the Director of Property Management.
• Ensure deficiencies are resolved before arrival whenever reasonably possible.

Operational Coordination

• Coordinate daily priorities across housekeeping, Property Management, and Guest Relations.
• Maintain clear communication regarding property status, maintenance issues, cleaning progress, guest requests, and arrival readiness.
• Participate in regular operations meetings and reservation reviews.
• Anticipate operational conflicts and address them before they affect a reservation.
• Help develop and improve standard operating procedures for property turnovers and rental operations.
• Maintain appropriate inventory of guest supplies, household consumables, linens, and operational items.
• Coordinate delivery and restocking of supplies.

Guest Support

Responsibilities include:

• Respond to onsite operational needs during guest stays.
• Coordinate with internal team with cleaning, property-readiness, or operational concern.
• Assist with resolving time-sensitive guest issues.
• Provide onsite support when physical access to a property is necessary.
• Communicate professionally with guests when direct interaction is required.
• Help ensure guest issues are resolved quickly rather than passed between departments.

Guest Experience & Issue Resolution

• Serve as the primary point of contact for guest questions, concerns, and complaints.
• Take ownership of guest issues from initial contact through resolution.
• Determine the appropriate response and coordinate internal resources when assistance is required.
• Coordinate with the Guest Relations Manager for specific guests requests.
• Contact the Director of Property Management for maintenance, mechanical, vendor, or property-system issues.
• Maintain communication with the guest while another department works to resolve the underlying issue.
• Follow up after resolution to ensure guest satisfaction.
• Escalate significant guest concerns to senior leadership when appropriate.
• Document significant guest issues and resolutions.

After-Hours Responsibilities

• Participate in a shared after-hours management rotation with the Director of Property Management.
• Respond to urgent operational issues affecting current guests.
• Coordinate with Property Management when an after-hours issue requires a contractor or repair.
• Provide onsite assistance when reasonably required.
• Maintain timely communication with Guest Relations so guests receive updates until an issue is resolved.

Landscaping & Exterior Readiness

The Director of Property Management owns landscaping vendor relationships and ongoing exterior maintenance; the Director of Rental Operations is responsible for identifying issues that affect reservation readiness.

• Inspect exterior guest areas as part of property-readiness checks.
• Identify snow, landscaping, trash, exterior cleanliness, furniture, lighting, or access issues.
• Communicate deficiencies to Property Management.
• Assist with minor exterior/property preparation when necessary to maintain guest standards.

Qualifications

• Previous experience in vacation rental operations, hospitality, luxury lodging, property operations, housekeeping management, or a related field.
• Customer service experience.
• Ability to learn Property Management and Reservation system.
• Experience overseeing multiple properties or hospitality units strongly preferred.
• Exceptional attention to detail.
• Strong organizational and scheduling skills.
• Ability to prioritize in a fast-paced environment with frequent changes.
• Strong problem-solving skills and willingness to take ownership of issues.
• Excellent communication and teamwork skills.
• Experience working with housekeeping teams is strongly preferred.
• Familiarity with luxury residential properties and home systems preferred.
• Ability to work weekends, holidays, and after hours when operationally required.
• Valid driver's license and ability to travel between properties throughout the Big Sky area.

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $75,000 - $85,000