What are the responsibilities and job description for the Owner Services Manager position at Roberts Resorts & Communities?
Description
About Roberts Resorts & Communities:
This company operates nationally and is growing by the day. At Roberts Resorts & Communities, we're on a mission to build community and fulfilling dreams. Through our core values of resourcefulness, integrity, passion, and epic customer service, we're dedicated to making a difference in the lives of 30,000 families. If you're passionate about creating meaningful impact, thrive in a culture of integrity, and are committed to delivering exceptional service, we invite you to join us in turning visions into reality and shaping a brighter future together.
Position Summary:
The Owner Services Manager is responsible for serving as the primary point of contact for all owner-related activity at Village Camp Flagstaff. This position manages owner relations, facilitates administrative processes, handles billing and account maintenance, and ensures timely coordination of repairs, reservations, and services. This role requires a strong attention to detail, excellent communication skills, and the ability to balance hospitality with accountability. The Owner Services Manager also assists with general resort administration.
Performance Objectives:
- Ensures customers/residents receive a high level of service consistent with Roberts Epic Customer Service
- Respond promptly and effectively to resident inquiries, addressing concerns as needed
- Work closely with the General Manager and Vice President of Operations to address operational issues and ensure resident satisfaction.
- Serve as the primary liaison for cabin owners, handling all guest communication and service requests
- Set up and manage owner accounts in Newbook and Rent Manager
- Coordinate and track warranty issues, repair requests, and maintenance needs
- Enter and monitor owner submitted issues in maintenance software; oversee resolution and owner billing
- Respond to booking questions, event inquiries, and general communications from owners
- Schedule and coordinate owner newsletter and events
- Calculate and report monthly booking revenue splits for each owner
- Collect and calculate monthly utility usage and generate owner utility bills
- Ensure all charges, repairs, and fees are accurately recorded and communicated
- Oversee annual lease and rental contract signing processes
- Provide general administrative support for the resort, including invoice coding and spend tracking
- Manage day-to-day operations of the retail boutique, including ordering, inventory, and pricing
- Maintain availability for after-hours emergency situations and carry a company-provided cell phone
- Prepare reports such as warranty costs per cabin and costs per repair type (e.g., HVAC, plumbing, electrical)
- Compile and submit owner suggestions to the GM
- Create and maintain a list of approved vendors for all repair disciplines
- Photograph all cabin issues and completed repairs for documentation
- Ensure owners provide sign-off for completed repairs
- Coordinate monthly A/R billing and reconcile balances with the accounting department
- Create, chart, and compare utility usage per cabin on a monthly basis
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
Requirements
KEY COMPETENCIES:
- Customer Service Excellence - Demonstrates a proactive and service-oriented mindset by delivering personalized, timely, and professional support to cabin owners in alignment with Roberts Epic Customer Service standards.
- Communication & Interpersonal Skills - Communicates clearly and effectively with owners, vendors, and internal teams—both verbally and in writing—while managing inquiries, concerns, and expectations with professionalism and empathy.
- Problem Solving & Resolution - Responds to challenges with a solution-focused approach, resolving owner concerns, maintenance issues, and billing discrepancies quickly and thoroughly.
- Detail Orientation & Accuracy - Ensures all data entry, financial calculations, billing, contract tracking, and maintenance documentation are completed with precision and accountability.
- Technical Proficiency - Comfortable using property management and maintenance systems such as Newbook, Rent Manager, and maintenance tracking software, along with basic office programs for reporting and analysis.
- Time Management & Prioritization - Effectively manages a diverse workload, balancing administrative duties, owner requests, event coordination, and boutique operations while meeting multiple deadlines.
- Administrative & Organizational Ability - Demonstrates strong organizational skills by managing leases, contracts, vendor lists, utility tracking, and repair documentation in a systematic and accessible manner.
- Financial Acumen - Accurately handles billing, revenue splits, utility charges, and account reconciliations, and supports the accounting department with clean, timely reporting.
- Vendor & Repair Coordination - Coordinates maintenance activities with approved vendors, ensures quality control, documents repair work, and follows up with owners for sign-offs.
- Adaptability & Accountability - Maintains flexibility to respond to urgent issues, after-hours needs, and evolving operational demands while taking full responsibility for the quality and completion of assigned tasks.
EDUCATION & EXPERIENCE:
- Excellent written and verbal communication skills
- Specific experience working with owners in settings such as timeshare communities, HOAs, private clubs, or owner-rental models
- Demonstrated aptitude with technology and operational systems, including proficiency in Excel, document writing, and correspondence management
- Ability to manage multiple priorities with accuracy and timeliness
- Experience with property management software (Newbook, Rent Manager preferred)
- Strong administrative, organizational, and customer service background
- Familiarity with hospitality, retail, or real estate operations a plus
PHYSICAL REQUIREMENTS:
- Constantly sit, talk, or hear; Frequently stand, walk, use hands, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk or hear
- Manual dexterity for handling paperwork and using office equipment.
- Environmental Conditions: Extreme heat, temperature changes, noise
- Clear vision and hearing for reviewing documents and communicating effectively.
- Capability to lift up to 30 pounds.
Benefits:
- Medical, Dental, and Vision Insurance
- Employer Paid Life Insurance
- Voluntary STD, LTD, Accidental, and Critical Illness
- PTO and 11 Paid Holidays
- 401k & 401k Matching
- Working in an inclusive community
- Complimentary stay at our resorts
COMMITMENT TO DIVERSITY:
Roberts Resorts & Communities stands firm in our commitment to Equal Employment Opportunity. We believe in a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. Diversity is our strength. We foster an inclusive environment where authenticity is valued, and everyone feels a sense of belonging. We empower individuals to reach their full potential and contribute their best. Join us in creating a workplace where diversity is celebrated, voices are heard, and excellence thrives.
If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers@robertsrc.com.