General Maintenance Tech III

About the role

Performs a variety of complicated tasks related to repairs and preparation of guest villas. Responsible for in-house repairs including ceramic tiles, painting, wallboard systems, wall vinyl, carpentry, cabinetry, laminates, and other related fields. Replaces glass and roofing, repairs outdoor decks, balconies, and other outdoor woodwork. Performs general maintenance duties as assigned by the leader. Works in a team environment and relies on experience and judgment to plan and accomplish goals.

Essential duties and tasks

• Interprets the facility's operations Way of Maintenance plan and facilities management strategies for managing the quality of guest condominiums, resort amenities and facilities, and campus grounds
• Strategically schedules a range of facilities care work tasks described in the plan for the day and future days/weeks/months using the facilities operations system of record
• Assigns scheduled and rapid-response work tasks to available skilled internal and contractor partner resources
• Continually monitors work pace completion compared to established performance standards, reprioritizes and redirects work according to changing business conditions, and advises management on variance to standards
• Serves as the central hub of facilities knowledge at the moment
• Uses multiple modes of communication to connect frequently with guest services (front desk) staff, housekeeping, maintenance technicians, contractor partners, and resort guests for collection and dissemination of business-critical information
• Talks with resort guests to triage facility issues, set service response expectations, and validate that work has been completed to quality control and guest expectations
• Analyzes information from various systems of record (facilities operations, voice of the guest, CRM) to identify trends in compliance performance
• Advises facilities, front office, and regional support on findings for process improvement solutions
• Partners with resort Inventory Control on product trends, deficiencies, supply, and availability
• Conducts quality inspections, maintains some critical inventories, performs periodic inventory counts, and performs light maintenance and administrative tasks as assigned

Qualifications

• Must be at least 18 years of age
• A minimum of 3 years of Maintenance experience
• Prior experience in HVAC, electrical, pool/water maintenance, and/or plumbing
• Demonstrated experience in customer service environments that include customer complaint handling and resolution techniques
• Demonstrated experience in highly collaborative cross-functional work relationships that resulted in positive outcomes
• Demonstrated experience interpreting multiple sources of data to prioritize competing and frequently changing work tasks for a field-based service or logistics team preferred

Education

• High School diploma or equivalent
• Bilingual (languages common to the resort personnel and contractors) a plus but not required
• Property management system proficiency preferred
• Facilities management system proficiency preferred
• Customer relationship management system operation proficiency preferred

Certifications

• A CPO or HVAC certification is a plus
• Must have a valid driver's license

Skills

• Knowledgeable in procedures and safety measures associated with industry and company standards
• Working knowledge of hand and power tools required to accomplish all phases of projects
• Ability to perform highly skilled finish work in cabinetry, wall/floor covering and finishes, and laminate repair
• Ability to follow written instructions and complete documentation associated with unit maintenance

Benefits

• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• Other Elective Coverages: Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture