Job Title: Owner Services Manager

Overview:

The Owner Services Manager will act as the on-site liaison and coordinator for rental and non-rental owners under management, including renovation and other special projects as directed by the General Manager and Area Managing Director. This position fields questions, provides answers, resolves concerns and identifies opportunities to improve our rental properties. Assure each owner’s experience is rewarding and assist with enhancing and growing the rental program.

Essential Duties and Responsibilities:

Primary contact for the owners under management. Develop and maintain strong relations with owners. Lead the effort to achieve desired owner engagement results as outlined annually in the business plans. Prepare, execute and report on annual owner surveys. Contact each owner during their stay to welcome them and offer services. Coordinate and publish regular communication to owners such as newsletters. Organize, manage and execute owner events. Maintain access and information on the owner’s website.

Help drive improved Lodging Quality Assurance (LQA) ratings and customer service scores. Main contact for the Vail Valley Partnership LQA program. Understand LQA requirements and customer sentiment for rental accommodations. Communicate the same to rental owners via email, telephone and onsite meetings. Ensure that all rental units are rated on the recommended schedule, and re-rated timely as upgrades are completed. Assist owners with unit enhancement projects by helping them select contractors and vendors, and provide oversight of the projects.

Assist owners with purchases of furniture, fixtures, and equipment. Research vendors of products that will add value to the condominiums, and implement programs and opportunities that will reduce the cost of purchasing products. Work directly with the Director of Engineering to manage the condominium upgrade/remodel program and communicate to staff accordingly. Ensure the correct board approvals, contracts and insurance coverage is on file for work being done in condominiums.

Educate and encourage owners to participate in the rental program. Help define and manage new rental opportunities. Primary contact and liaison for realtors, sellers and potential buyers. Maintain a list showing units for sale in the buildings under management, and throughout other neighborhoods of interest. Document and share current real estate activity and trends.

Produce and review the monthly owner statements and ensure accuracy. Conduct effective and timely communication with owners regarding the income and expenses on their statements. Respond to questions, phone calls, and emails within one business day. Maintain owner files.

Conduct quality control supervision by regularly inspecting rooms prior to owners’ arrival using existing reports and developing new tools to ensure quality and safety. Work closely with the maintenance and housekeeping departments on the work order-reporting program and preventative maintenance schedules, policies and procedures. Ensure corrective action is taken in order to exceed the owner and guest expectations. Monitor the frequency of issues periodically addressing common themes by creating new policies and procedures. Monitor and respond to guest, owner and vendor communication in an appropriate and timely manner.

Effectively interact and communicate with all associates within the property. Act as a liaison to provide critical communication to those areas as it relates to potential operational challenges that may affect a guest or owner experience, etc. Attend periodic manager and associate meetings as needed or requested. Associate is held accountable for all duties of this job, and additional duties as assigned.

Job Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability preferred or required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills and Abilities

• Excellent English communication skills – both verbal and written required

• Spanish preferred but not required

• Excellent organization and time management skills

• Good interpersonal skills required

• Excellent listening skills and the ability to empathize with others

• The ability to work well in a team and learn quickly

• Must be adaptable and flexible

• Ability to multi-task

• Remain calm and professional under stress

• Ability to maintain a positive attitude

• The ability to handle conflict and confrontation

• Ability to work with little or no supervision

• Be able to make decisions and have good judgment

Education or Formal Training

• College degree or equivalent industry experience required

• Recognition of industry trends and the ability to position concepts accordingly

Compensation and Benefits:

• This is a full-time year-round position eligible for all employment benefits including health insurance, dental insurance, vision insurance, retirement savings plan, life insurance, disability coverage, free on-site parking, and a ski pass wellness reimbursement.

• Pay range is $65,000 - $75,000 annual salary

• 2-3 years of experience in a key management level position.

• Knowledge in PMS property management system is desirable.

• Must be proficient in Microsoft programs including Word, Teams, Excel, and Outlook.

• Customer service experience in a high-volume environment is necessary for success in this role, with the ability to problem solve, identify and find solutions.

• Strong financial acumen is highly desired.