Owner Services Manager

JOB SUMMARY

Individual is responsible for the day-to-day operations of the Owner Services, In-house Guest Services and Unit Quality areas of the business including all duties of a Unit Quality Coordinator and Arrival Inspectors. He/She will be responsible for afterhours call responses (requiring VPN access), guest concerns, unit maintenance and emergency repairs and services. Priority duty is unit retention and acquisition adding inventory to MCH rental program through organic growth and targeted solicitation programs. Training and updates to staff related to units and unit quality as well as owner needs and services, vendor relations, communication and oversight related to unit quality coordination the cleaning and maintenance as well as renovations of units, purchases for unit inventory needs and all owner requests and other duties as assigned.

Salary range is $74,000 - $86,000.

CANDIDATE PROFILE

Education and Experience

• High School Diploma or equivalent, some college preferred, Real Estate and or AOAO experience helpful.
• 3- 5 years experience in hospitality reservations/front office/Owner Services (previous Vacation Rental experience a plus). Must have excellent written and verbal communication skills. Ability to work with minimal supervision, able to adhere to and enforce company standards, policies, procedures, rules, and regulations. Possess a pleasant personality and enjoy working with people. Able to complete special projects as assigned. Able to work with and be part of a team.
• Real Estate License a plus but not required – no real estate sales activity is allowed in this position so as not to create a conflict of interest or alienate real estate agents from referring customers to MCH. Experience with FRS software a plus but not required. Should be able to use Word and Excel proficiently.

CORE WORK ACTIVITIES

• All administrative, operational, and managerial functions of the In-house guest services and Owner Services department including but not limited to hiring, scheduling, training, coaching, evaluating and disciplining Unit Quality Coordinator and Arrival Inspectors.
• Owner Services first contact responds to meet owner needs. MCH unit retention and growth of MCH rental program unit counts through organic and targeted solicitation efforts. Improve owner satisfaction.
• Establish and maintain positive working relationships with on-site property AOAO operations coordinate updates to MCH team and of availability affected by AOAO projects. Attend AOAO meetings upon request and annual meetings when allowed to do so by AOAO. Responsible for accurate unit description updates and information in the system as well as directly with MCH team. Oversee Unit Quality and Arrival Inspectors to be sure their relationships with AOAO are positive and facilitate a good working relationship with MCH.
• Effectively deal with internal and external customers with a high level of patience, tact and diplomacy, to defuse emotional situations and collect accurate information to reach an effective and positive conclusion for the customer and limit liability of MCH, responsible for incident report when required.
• Responsible for Workday updates and reports according to corporate schedule.
• Responsible guest review input and responses, trip advisor responses as it relates to unit quality.
• Coordination and oversight of guest Aloha Calls, Arrival inspector follow-up and input of work orders for housekeeping and maintenance.
• Must become familiar with all properties for Owner service purposes, meet with on-site office personnel and foster positive working relationships with AOAO’s and vendors including but not limited to housekeeping and maintenance providers oversee their work product provide and coordinate communication of work schedules.
• After Hours coverage responses to guest and unit issues requires VPN access.
• Follow-up on daily log and after-hours issues, respond to owner emails and message same working day received at minimum to acknowledge communication and advise a date and time when owner needs will be addressed follow-up until compete.
• Provide and or oversee Housekeeping daily arrivals, weekly and monthly schedules, unit access and last-minute updates.
• Call all owners same day or within 24 hours of arrival to welcome them and check-in.
• Provide back-up assistance to reservation/guest service department including but not limited to answering phones, responding to emails, assisting guests, Navis follow-up as needed.
• Oversee Annual Unit Evaluations and assist owners with improvements as needed, assist owners in general with improvements, gathering proposals and bids, oversight of contractors, etc.
• Perform other duties as assigned.

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