Home Manager, Napa

About the Home Manager Role

The Home Manager will provide owner services and engage our owners throughout their ownership journey from initial onboarding, home orientation, stay readiness, stay support and service requests. 

As part of our in-region service team you will support owners through regular proactive communication and be responsive when needs arise.  You will ensure delivery of our service promise in that homes are clean and well maintained consistently for every stay.  You will be the local liaison with Pacaso home neighbors, and local vendors and partners to help fulfill our mission of enriching lives by making homeownership possible and enjoyable for more people.

Please Note: To be considered for this role, you must be a resident, or within close commuting distance of Napa California. 

What You’ll Do: 

• Ensure ultimate owner satisfaction with their Pacaso home and experience, including delivering of our service promise of a consistently clean and well-maintained home.
• Serve as primary Point-of-Contact for Homeowners in Napa
• Manage the day to day operations within your portfolio which can include; vendor management, project management, asset management and owner experience 
• Ensure homes are consistently at a stay ready status through onsite inspections, inventory restocks, cleaning assessments, property needs.
• Responsible for property financials, creation and management of annual budgets and facilitate owner votes 
• Be the expert of every Pacaso home in your Napa portfolio
• Create home manuals explaining the functionality and features of the homes to Owners
• Proactively keep owners updated on the status of their work orders and requests as well as any upgrades and maintenance planned for the home.
• Utilize Pacaso integrated platforms to assist in managing the health of your portfolio.
• Communicate with owners prior to their stay to set expectations on the status of all work orders and owner requests.
• Check-in with owners throughout their stay to ensure the stay experience is positive.
• Act as liaison between Homeowners when issues arise during their stay or throughout their lifecycle as a Pacaso owner. 
• Ability to resolve conflict with owners throughout their lifecycle as well as community partners such as; vendors, neighbors etc. 
• Anticipate the owner’s needs by delivering surprise and delight moments to owners.  
• Assist in strengthening the owner’s bond with their home and boosting the owner’s sharing of their Pacaso experience with family and friends
• Inspect the work of high-quality local service partners and providers aligned to our owner experience promise & service standards
• Partner closely with sales, product, and marketing to align objectives and workflows and provide owner-centric perspective and feedback
• Promote a highly collaborative, owner-centric, data-driven culture that challenges norms with a bias toward action

You’ll be a Great Fit if you Have: 

• 3 - 5 years of experience in service-driven property management and/or hospitality operations
• Experience working in property management or accounting software and ability to learn new platforms 
• Strong, progressive experience in hospitality service operations or residential property management preferred
• Strong background in property financials, creation and management of annual budgets
• An affinity for customer service and satisfaction
• Flexibility in scheduling, this role will regularly have to work weekends
• Strong organizational, written and verbal communication, and problem-solving skills
• A self-starter with strong customer-first sensibilities.
• A willingness to roll up your sleeves to get the job done. 
• Basic handiness with simple tools (screwdriver, wrench, etc.)
• Technical aptitude with basic home systems (wifi, sound systems, televisions, smart home appliances, etc.)
• Have a high energy, positive, and professional attitude 
• You are detail-oriented, extremely organized, capable of dealing with ambiguity.
• You currently reside in, or within commuting distance of Napa, CA.