Maintenance Technician

Maintenance Technicians work as an integral part of the larger Winter Park Resort Lodging (WPRL) Division’s team. The WPRL comprises the following departments: Front Desk; Housekeeping; Laundry; Condo Maintenance; Owner Relations; HOA Management; Commercial Management; Village Company, and the Vintage Hotel. The Division is responsible for the property management of nearly 600 condos/hotel rooms (constructed between 1986 and 2009), approximately 270 of which participate in the WPRL short-term rental program. We are charged with assuring the safe, efficient, fiscally-responsible, and high-quality operation of this significant physical plant (from the largest building infrastructure systems through to in-condo appliances and minor repairs) 24 hours a day/365 days per year. The Maintenance Tech is very much considered a “Front Of House” role with regular service interaction required between the Tech and our guests, homeowners, internal partners, and other stakeholders.

Expeditiously and effectively responding to guest/owner calls for maintenance assistance forms one of the most critical functions of this role. Additionally, completing daily/weekly/monthly/annual routine and preventative maintenance tasks and taking on specialized project work rounds out the rest of this role. Maintenance Techs will typically have a “home” property as their base, however, the Techs can expect to be assigned to tasks and projects in every property at different times depending on business needs.

ESSENTIAL DUTIES:

 RESPOND TO GUEST/OWNER/INTERNAL MAINTENANCE CALLS:

• Efficiently respond to all maintenance calls dispatched either the via HotSOS work order system, over the Lodging Division radio system, in person, or via phone. Complete basic maintenance tasks to the highest degree of quality.
• Use all established protocols for approaching, announcing, and entering any condo (whether believed to be vacant or occupied) – every time.
• Use all established protocols when working inside any condo – whether occupied or not.
• Leave work location (whether a condo, common area, maintenance shops, employee area, or administrative area) in pristine condition following project completion.
• Display professionalism, proficiency, and guest-centric demeanor when interacting with guests, homeowners, and peers at all times.
• Escalate issues that the Maintenance Tech is not able to effectively address to Foreman or Manager promptly.
• Report on completion (or delay if a further issue is discovered) immediately via the use of HotSOS or other communications tools as directed.
• Immediately report any safety concerns, injuries, or guest service challenges encountered during any dispatched call.
• Accurately diagnose more complex maintenance issues including in-unit problems, and building systems problems. Can trouble-shoot larger issues (multiple units, multiple-property issues) and provide a timely and succinct update to all stakeholders.
• Able to complete basic-to-intermediate plumbing, electric, HVAC, carpentry/finish repairs without supervision when dispatched on maintenance calls.
• Has achieved proficiency levels in the above items which would enable Tech II to provide basic training and project oversight to other team members.

PERFORM ROUTINE AND PREVENTATIVE MAINTENANCE TASKS (DAILY/WEEKLY/MONTHLY/ANNUALLY).

• Follow all established protocols and deadlines for conducting routine and preventative maintenance communicated either via HotSOS work orders and/or as directed by Management.
• Includes but is not limited to:
  • Opening/closing of hot tubs and swimming pools (including chemical testing, temperature check and reviewing equipment function).
  • Taking readings and accurately documenting key building systems data e.g. boiler pressure; domestic hot water temperature; heating system pumps PSI, glycol levels, etc.
  • Exchanging air filters
  • Perform trash removal (includes compactors, hand-hauling, and transporting dumpsters using skid-steer). Clean and deodorize trash rooms, compactors, and dumpsters.
  • Monitor Metasys system, use as a diagnosis tool, respond to any issues with building systems where sub-par performance is indicated.
  • Complete work documented in annual room surveys (annual inspection and repairs) in units participating in the short-term occupancy rental program. Perform staining/oiling of outdoor patio furniture.
  • Perform more complex tasks emanating from the annual room surveys process which are beyond skills level of Tech I.
  • Perform actual room surveys, inspect the unit for designated issues, and document such issues.
  • Perform “spring project” tasks on behalf of the HOA including painting, general repair in common areas.
  • Perform annual/bi-annual deep-clean of pools/hot-tubs.
  • Assist peer departments with basic maintenance services (e.g. housekeeping vacuum repair, light bulb replacement in office areas, furniture assembly).
  • Able to complete basic-to-intermediate plumbing, electric, HVAC, carpentry/finish repairs without supervision when requested by peer departments.
  •  Emergency Response
    • Act immediately when notified by the Front Desk or Security of any alarms being activated in any properties either inside condos or in common areas. Quickly identify if the issue needs to be escalated for a full emergency response or whether official emergency responders can be called off.
    • In cases of an actual emergency, assist with building evacuation following all established procedures.
    • Act immediately and contact supervisors if any building infrastructure systems go into “trouble” or “alarm” status.
    • Respond immediately, calmly, and professionally in cases of guests being stuck in elevators.
    • Assist with diagnoses/locations of the root cause of emergency alerts (if it is a system fault – e.g. faulty smoke detector head) and work to rectify while ensuring Front Desk and management is kept informed.
  • Access Control/Security
    • Follow all established procedures for entering condos and commercial properties to protect guest/owner privacy.
    • Respond to all lock/key card guest calls as a priority. Follow all established protocols for confirming guest, owner, or tenant identities before allowing access into any condo or commercial property.
    • Ensure all mechanical rooms, electrical rooms, areas containing tools and equipment, areas containing chemicals, and areas containing either personal or company property are secured at all times.
    • Ensure all company and/or HOA tools, machinery, and vehicles are kept secure when not in use.
    • Show extreme diligence and integrity when working on any task involving access control or security (e.g. such as key cutting/distribution; dealing with guest/owner/EE lock-outs; assisting with cases of guest damage).
    • Take all necessary steps to protect guest, owner, and employee privacy (e.g. by not discussing internal issues with external parties; by not sharing guest/owner data etc.).
    • Performs lock-read audits when requested by the manager. Able to perform repair and/or replacement of Onity lock sets.
    • Authorized to act as escort for vendors when access to private properties is required (e.g. into commercial locations and private condos during annual fire system testing).
    • Can generate good quality, accurate and thoughtful estimates of replacement/repair costs in cases where guests have caused property damage.

PRESENTATION/GROOMING:

• Arrive ready for work in full uniform and adhering to company and Lodging Division's specific grooming and appearance guidelines including being freshly showered (i.e. avoid having any potentially offensive body odor).
• Ensure all clothing is clean and in good condition (no rips or tears). Use appropriate coveralls (provided by WPRL) when working on projects which can cause clothing to become permanently stained or damaged.
• Always be dressed and presented in a manner that you can step into any other front-of-house role at a moment’s notice if the operations’ needs dictate this (e.g. assisting with a large portage call, or being required to drive guests or owners to a location in a company vehicle).

COMMUNICATION/GUEST SERVICE:

• Use established radio protocol when communicating over the lodging division radio system. Be extremely judicious when communicating about sensitive issues and/or information identifying guests/room numbers over the radio system.
• Use a highly engaging, accurate, positive, and professional approach when communicating with guests, owners, and peers at all times. Strive to be up-to-date (via WP Portal, reading all company post emails, and attending departmental meetings) on all pertinent resort, information to be able to provide accurate information.
• Answer all company telephones and cell phones professionally and courteously.
• Return all emails and phone calls promptly.
• If provided with a company e-mail account, use it for company business only. Follow all established procedures in terms of signature standards, confidentiality warning language, and resort-approved promotions. Take the time and make the effort to write high-quality emails with a focus on accuracy, spelling, and grammar.
• Ensure all appropriate team members are advised about any issues (following established escalation policy) in a timely and accurate manner.
• Meets, directs to the appropriate location(s), provides access, and acts as liaison when contractors are called on-site for HOA or Management Company issues (e.g. elevators down).
• Regular interaction with HOA Board Members

USING TOOLS, EQUIPMENT, AND MACHINERY: 

• Ensure you have appropriate experience or request and receive training before using any tools, equipment, or machinery which may include hand tools, power tools, skid-steer, forklifts, trucks, 6-wheeler, genie-lift. Use all required safety equipment depending on the equipment being used.
• Treat all tools, equipment, and machinery as if it was your own, leaving it in clean, good working condition and stored appropriately when finished.
• Report any service/performance issues with tools, equipment, machinery, or other supplies immediately to Supervisor.
• Assist foremen and manager with inventorying/labeling tools, equipment, and supplies.
• Assist foremen and managers with ordering tools, equipment, and supplies.

CLEANING/ORGANIZATION:

• Keep all workspaces and project sites clutter-free, clean and organized.
• Empty garage and common area trash cans (wash and deodorize as necessary).
• Store all tools, equipment, and supplies properly and as directed by Supervisor.
• Clean and tidy all mechanical, electrical, and other building infrastructure-related locations: focusing on keeping access paths clear and dust/trash/debris to a minimum.
• Ensure all hot-tub and pool areas (including outdoor furniture) are clean, swept/wiped down, free of trash/debris.
• Dust/sweep/power-wash common areas including emergency stairwells & exit/entry doors, lobby exit/entry doors; hot tub/swimming pool areas; garage entrances and garage/elevator vestibules.

GENERAL LANDSCAPING/SNOW REMOVAL:

• Assist with basic landscaping tasks (weeding, watering plants, sweeping outside pathways, weed-spraying).
• Assist with snow removal (typically hand removal) in common areas including hot tub areas, outdoor furniture, patio areas, building entrances, and garage entrances. 10. Record-Keeping (time & materials)
• Use Kronos timekeeping system to clock in and clock out at the beginning and end of every shift. No exceptions.
• Use the HotSOS work order system to accurately log all activity during the day including start, stop and delay times for all tasks to which you are dispatched. No exceptions.
• Use the utmost accuracy to record all materials, parts, and other resources used on any task to which you are assigned.
• Seek guidance and permission from Supervisor should any material change order to original task be required.
• Report any materials, parts, supplies, or other resources which require re-ordering to the supervisor.

SAFETY:

• Follow established procedures, manufacturer instructions, and direction from the Manager when using tools, equipment, machinery, and chemicals.
• Properly use all PPE required for any given task. Request training and instruction before performing any task if you believe you do not have the experience or knowledge required.
• Immediately address (if able to) any potential safety issues on-the-spot (e.g. removing trip hazards, throwing down ice melt). Immediately report any safety concerns to the Supervisor or Manager. Bring forth any ideas for continuing to improve guest and employee safety.
• Use appropriate signage, barricades, cord covers, etc. to prevent guests from entering project sites and to mitigate trip hazards.

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS:

EDUCATION: 

• High School Diploma or equivalent required
• College degree preferred

EXPERIENCE:

• Experience with the Microsoft Office suite required

QUALIFICATIONS AND SKILLS:

• Excellent organizational and people skills required
• Strong written and verbal communication skills required
• Strong time management and multi-tasking skills
• Ability to manage and prioritize a high volume workload and comfortable in an ever-changing environment with competing priorities
• Possess professional and courteous behavior with all resort teammates and applicants over the phone and via email.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment constantly.
• Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment constantly.
• Ability to work for extended periods sitting, bending, reaching, and speaking constantly.
• Ability to work for extended periods standing, walking, kneeling, pushing and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily - reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above.  With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resorts' hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts' total compensation package for employees. Other rewards may include many region-specific benefits.

hourly pay range: $20.00-$23.00

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment. We do not discriminate against applicants or employees based on age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law. Winter Park Resort will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Application Deadline: Recruiting timelines vary by position, however, all Winter Park Resort positions accept applications for a minimum of 5 business days from the posting date listed above. This position is open and still accepting applications.