Member Services Property Manager

Member Services Property Manager

JOB DESCRIPTION

Working Environment: Member Private Homes, Guest Ranch Areas, Ranch Property

Reports to: Director of Equestrian Operations and Member Relations

Coordinates with: Director of Maintenance and Land Management, Director of Rooms, Director of Ranch Operations, Maintenance team, Housekeeping team, Ranch Hand team, Members, Contractors, and Senior Leadership Team

Hours: Varies, typically between 8 AM – 6PM, holidays & weekends, some on- call responsibilities

POSITION OVERVIEW

As the Member Services Property Manager (MSPM), you act as the Member Representative and/or Asset Manager for each Member home. As the Member Services Property Manager (MSPM), you will be responsible for overseeing all aspects of the Member HOA Communities including all luxury homes. The MSPM provides all Members and their guests with luxury service prior to and throughout their stay in their ranch home, while maximizing Member Services revenue. The position requires a deep understanding of the Member families and their home care and maintenance preferences and the ability to recognize home care and maintenance needs and deliver solutions. The MSPM will always possess extraordinary customer service skills and a high level of attention to detail. This includes managing staff, scheduling, and budgeting. The MSPM must have strong communication and interpersonal skills to interact with Members, vendors, and other stakeholders involved with the Member homes. They must also have time-management skills and the ability to work under pressure. They must be discreet and able to maintain confidentiality regarding the Member’s personal information. The MSPM will work closely with the Member Services Ranch Ambassador, Ranch Maintenance, Housekeeping, F&B, and other relevant departments to ensure that all Member needs are met.

C Lazy U Ranch is a luxury, family-oriented vacation destination, and the MS Property Manager will understand the key drivers of success for Member Services, including the importance of ensuring that Member families and children have an unforgettable experience while home maintenance and care is provided at the highest level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Managing Member Luxury Homes: This includes ensuring that the property is well-maintained, clean, and in good condition. The MSPM is responsible for developing and maintaining relationships with third party vendors and contractors, overseeing repairs, maintenance, landscaping, and housekeeping, as well as ensuring that the property is secure and safe for Members and their guests by completing routine home checks. The MSPM must possess an awareness and sensitivity to the concept of luxury and quality.

Marketing and Advertising: The MSPM is responsible for creating and implementing marketing strategies to enhance Member Service revenue. This includes weekly emails advertising services and specials.

Member Relations: The MSPM is responsible for ensuring that Members and their guests have a positive experience while staying at their ranch home. This includes responding to Member inquiries and complaints, anticipating Member needs and providing solutions, providing unreasonable hospitality, and ensuring that Members and their guests have everything they need during their stay.

Managing Private Events and Parties: The MSPM must have excellent organizational skills to plan and execute Member private events and parties at the Member homes or other ranch locations. They must be creative and have a keen eye for detail to ensure that every aspect of the event is perfect. They must be flexible and able to adapt to changes in the plan or schedule.

Capturing and Tracking Revenue: Work closely with all Members, the Member Services Ranch Ambassador, and the Ranch GL Accountant to ensure all services are charged for and Members receive their bills accurately and timely. The MSPM should be able to field questions from Members regarding their billing.

ANCILLARY DUTIES AND RESPONSIBILITIES:

· Protecting the workplace environment by requiring appropriate equipment and facilities maintenance.

· Attending all Ranch required meetings and training.

· Maintain high standards of personal appearance and grooming, which includes wearing a uniform shirt and cowboy hat.

· Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

· Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.

· Hold contractors and vendors accountable for work performed in Member homes and on Ranch.

· Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

· Responsible for managing and training Member Services property team Members.

· Activating and deactivating home alarms and responding to alarm calls during and after work hours when on-call.

· Competent in troubleshooting and performing minor repairs in homes.

· Checks email regularly and responds to Members and fellow co-workers in a timely and professional manner.

· All other Member Related Services as Necessary.

· Assist Maintenance and Ranch Hand Departments as Necessary.

KEY COMPETENCIES:

Excellent Communication and Organizational Skills: The MSRA must be able to communicate effectively with Members, guests, colleagues, and management. They must be able to listen actively, speak clearly, and write concisely.

Outgoing and enthusiastic personality: The MSPM should be friendly, approachable, and have a positive attitude. They must be able to make Members and their guests feel welcome and comfortable.

Strong work ethic: The MSPM should be reliable, punctual, and dedicated. They go above and beyond to ensure that Members and their guests have an enjoyable stay.

Attention to detail: The MSPM must be detail-oriented and able to manage multiple tasks simultaneously. They should be able to anticipate Member needs and provide personalized service.

Problem-solving skills: The MSPM should be able to think critically and creatively to solve problems. They must handle unexpected situations calmly and efficiently.

Professionalism: The MSPM must maintain high ethical standards and professionalism at all times. They should represent the Ranch and the brand with integrity and dedication both on and off duty.

MINIMUM QUALIFICATIONS:

· 3 years of property management and/or hotel/resort management experience. Luxury property experience preferable.

· Management or supervisory experience required.

· Ability to work independently with remote supervision.

· Ability to handle complaints and difficult customers politely and professionally, resolving issues quickly.

· Ability to prepare reports, business correspondence, and procedure manuals.

· Ability to effectively present information and respond to questions from managers, guests, Members, and the public.

· Intermediate experience with Microsoft Windows and Microsoft365 Suite, including Outlook, Word, Excel. SharePoint, Publisher, Oracle OperaCloud, Simphony or other hotel PMS/POS systems experience a plus.

· Ability to calculate discounts, interest, commissions, proportions, and percentages.

· Must have a valid Driver’s License and be insurable by the company’s auto insurance carrier.?

WORKING CONDITIONS & PHYSICAL REQUIREMENTS:

Employee is regularly required to talk and listen. Frequently required to sit, stand, use hands, type, and handle, or make use of sense of touch. The employee is required to walk on uneven terrain, reach with hands, climb, or balance, stoop, kneel, or crouch. Must be able to frequently lift and move up to 25 pounds and occasionally to lift and or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

This Job Description is an overview of the scope of responsibilities and is not intended to be an inclusive list of tasks and expectations. Employees are held accountable for all duties of this job. I further understand that this Job Description does not constitute a written or implied contract of employment and that the company reserves the right to revise and change duties as the need arises.