Property Operations Coordinator

Heirloom exists to connect people to places and to each other. We design, build, and operate beautiful spaces that redefine what it feels like to travel as a group. With roots in New Orleans and a growing presence in more than a dozen destinations nationwide, Heirloom blends the warmth of hospitality with the power of technology to create unforgettable group travel experiences. Our focus on providing world-class accommodations in premier destinations, combined with a data-driven and tech-enabled operational strategy, has allowed Heirloom to carve out a distinctive position within the luxury short-term rental and property management space. General Overview The Associate Dispatcher works in the Property Operations department to oversee ticket completion as it relates to repairs and maintenance. The Associate Dispatcher is responsible for determining priorities, generating routes, and responding to requests in real time. In addition to providing oversight, the Associate Dispatcher acts as a shift supervisor to all Prop Ops employees within the markets being serviced. Benefits: Remote work Biweekly pay in USD Paid time off Opportunity to work with a U.S.-based luxury brand. Indefinite-term U.S. contractor agreement Essential Functions The Associate Dispatcher will be required to: Begin each shift by reviewing all active tasks in Breezeway across assigned markets, identifying and resolving overdue items, unassigned tickets, and unscheduled work before the team comes on shift. Audit overdue tasks daily, confirming completion status via notes and Slack, closing completed items with proper documentation, and reassigning or rescheduling incomplete tasks based on property occupancy and availability. Assign all open tasks to the appropriate maintenance or facilities staff based on location, skill set, and workload, ensuring no tickets go unaddressed at the start of the day. Monitor unscheduled procurement tasks, confirm delivery status of ordered items, and coordinate transfer of materials from the warehouse to the field as needed. Review and prioritize the daily schedule for all maintenance and facilities staff, organizing tasks by urgency with preference given to in-house guests, arriving properties, and proximity. Lead the daily 9:00 AM task review with property managers and field technicians, communicating priorities, flagging high-risk items, and answering questions on open tickets. Serve as shift supervisor for all Prop Ops team members within assigned markets, providing real-time direction, support, and escalation throughout the shift. Oversee all active dispatch operations, including ticket assignment, follow-up, and rerouting as conditions change throughout the day. Manage inbound calls using the Dispatch Call Flow procedure, handling guest and vendor inquiries with professionalism and efficiency. Train and onboard internal team members and vendors to Breezeway and related task management workflows. Build and maintain strong third-party vendor relationships through consistent, centralized communication. Coordinate with vendors to obtain quotes, schedule site visits, and follow up on outstanding requests. Review completed tickets for quality and accuracy, providing feedback to internal staff and vendors as needed. Analyze weekly task data to identify trends, recurring issues, and opportunities for proactive intervention by property and market. Participate in escalation meetings and provide real-time operational updates as needed. Support financial reconciliation by matching completed tasks to vendor billing and submitting business expenses and billable hours per company policy. Assist with additional tasks and projects as assigned. Requisites Hands-on experience with Breezeway required; candidates must be comfortable navigating task views, saved filters, and user planning workflows from day one. Exemplary planning and organizational skills. Excellent written and verbal communication skills. Basic repair and maintenance knowledge is a plus. Comfortable leading and working within a team. Process-oriented with a proactive, resourceful approach to problem solving. Schedule and Compensation This role is responsible for setting up daily tasks for the team. For this reason, the work schedule begins early in the morning, before the rest of the team comes on shift (starts at 7:00 am). The dispatcher will cover specific windows during the whole week, and the schedule is based on current business trends and is subject to change.