Overview

The primary objective of Big Sky Resort’s Senior Manager, Owner Services & Vacation Rentals is to manage all aspects of the relationship between Vacation Rental and Hotel Condominium property owners and Big Sky Resort. The goal is to enhance the perceived value of ownership and rental management and to ensure quality care for the properties managed by Big Sky Resort. The position will oversee the daily operations of the Owner Services and Vacation Rentals departments and establish long-term goals. The Senior Manager will develop and maintain relationships with local real estate companies providing them with rental management information upon request. In addition, this position will help define and create a culture for these teams which highlights positivity, productivity, and professionalism.

Responsibilities

• Networking and relationship building with owners, local vendors, and real estate agents
• Maintain an organized set of records and internal database of owners and their properties
• Responsible for the department annual budget and expense control
• Management of day-to-day operations for Owner Services and Vacation Rentals
• Establish consistent protocols and service standards
• Ensure Owner Services standards are executed and creatively evolved to provide continuous improvement
• Establish and enforce quality standards throughout the departments
• Resolves issues by investigating, evaluating, and following up
• Follow up on guest surveys and oversee service recovery procedures
• Respond to owner inquires, requests, and feedback
• Management of the Vacation Rentals department vehicle fleet
• Track TMES, NPS, and BSA scores and communicate to meet goals
• Communicate frequently with Vice President of Lodging to set, assess, and discuss goals and additional operational planning
• Follow the Owner Communication Plan and Guidelines to ensure all communications are handled in a timely fashion
• Ensure owner units meet the Boyne Accommodations Rating Scale Guidelines and follow communication process if needed for Vacation Rentals properties
• General oversight and execution of communication plans for HOA’s managed by Big Sky Resort
• Present resort updates at HOA’s annual meetings for HOA’s not managed by Big Sky Resort
• Be an ambassador for Big Sky Resort
• Provide leadership and support of our service culture to maximize operations and guest satisfaction
• Support the greater Lodging Team and work with all Resort departments to ensure a consistent and positive experience for all guests and employees

Qualifications

• Possess strong and effective written and verbal communication skills
• Critical, strategic & innovative thinking
• Must be organized, detail oriented, and possess problem solving skills
• Ability to juggle multiple projects with superb accuracy
• Positive, professional attitude
• Exceptional guest service skills, over the phone, email and in person
• Must be an effective planner, decision maker, and communicator
• Must work well in a team setting and be able to delegate
• Must be computer savvy and proficient in Microsoft Outlook, Excel, Power Point, and Word
• Experience with SMS a plus
• Familiarity with Big Sky Resort and the community preferred
• Bachelor's degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Must have valid driver’s license

Be a part of our full-time year round team and enjoy these great benefits!

• FREE Golf Pass for you, your spouse and dependents 
• FREE Bike Hull/Scenic Lift Pass for you, your spouse and dependents
• FREE Ski Pass for you, your spouse and dependents 
• FREE Basecamp activities including zip line courses and discounted passes for spouse and dependents
• Steep Lodging discounts for accommodation for friends and family (blackout dates apply)
• 25% - 50% off Food discount at all outlets with charging privileges 
• 20%-30% off Retail discount at all outlets with charging privileges, gear and sponsor discounts
• Eligibility for affordable employee housing, a short walk or free bus ride away from work
• 401k and Health benefits for you and your family