Owner Relations Manager

The Owner Relations Manager is responsible for ensuring their portfolio of homes is managed and maintained to industry leading standards. You will oversee a housekeeping and maintenance team that will provide best in class care. This includes ensuring that checkout cleans are completed and inspected and that all the furniture, appliances, electronics, kitchen equipment and personal property are kept in like new condition. You will be expected to care for the homes as if they were your own and ensure that your team operates effectively and efficiently. This is a customer service position, and the Owner Relations Manager is expected to always provide excellent service and attention to the homeowners to ensure their needs and requests are addressed promptly.

Areas of Responsibility and Duties

• Daily owner communication (calls, texts, emails)
• Housekeeping quality control
• Performance management – including training, evaluating, and recommending staff changes.
• Monitoring, responding to and correcting reviews.
• Reviewing owner statements
• Creating, auditing, and processing work orders
• Sourcing and scheduling vendors
• VRBO/Airbnb monthly audits
• Managing departmental budget and team expenses
• Audit staff timecards and expense reports for accuracy
• Prepare daily, weekly and monthly portfolio performance reports.
• Ensure filing is organized and electronically preserved.
• Work with the Business Development Team to recruit and on-board new homes.
• Build rapport with other departments and their managers.
• Other duties as assigned.

Key Competencies

• Organized and detail oriented – takes the time to ensure the job is completed and correct.
• Auditing - willing to audit and be audited.
• Communication – able to effectively communicate with homeowners and staff.
• Adaptable and flexible – enjoys doing work that may require frequent shifts in direction.
• Solution oriented – collect and analyze information, problem-solve and improve efficiency.
• Reliability – is dependable, consistent and does not have attendance issues.
• Achievement oriented – enjoys seeing tasks through to completion and hitting goals.
• Self-starter – can work autonomously and will seek out new tasks rather than waiting for an assignment.
• Growth oriented – a strong desire to grow professionally and learn new tasks and skills.

Qualifications

• Education
  • High school diploma or equivalent degree
  • Associate or 4 year preferred.
• Skills
  • Proficient in Microsoft Office programs including Word, Excel and Outlook
  • Ability to manage a team of field staff.
  • Valid driver’s license required.
• Abilities
  • Ability to effectively communicate, both orally and in writing
  • Ability to learn and use new software and tools.
  • Must have the ability to drive and have a valid driver’s license.
• Experience
  • 3 – 5 years’ experience in hospitality or related field
  • Education or course work may be accepted in place of professional experience.

Working Conditions

This position operates in a professional work environment with half of the time in the office and half in the field. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional travel to other regional offices may be required. All potential employees are required to pass a background and motor vehicle check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows, and air-intake vents. This position requires employees to follow company dress code.

Physical requirements

This job is primarily performed at a stationary desk in an office and can be done sitting or standing and walking homes for inspection.  Lifting/moving requirements are generally 25 pounds or less.  There may be occasional need to crouch, stoop, bend and lift amounts greater than 25 pounds. Normal workdays are between eight and nine hours, but additional hours may be needed based on workflow.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the job.  The company reserves the right to modify or change the job description at any time with or without notice.  Employment is “at will”, and nothing in the job description should be construed as a contract for employment for any specified period of time.