Lead Owner Relations Manager

Owner Relations Manager (ORM) Team Leader

About the Role-

We are seeking an experienced and proactive ORM Team Leader to guide and support our

Owner Relations team in delivering exceptional service to our vacation rental homeowners.

This role is ideal for a collaborative and solutions-driven leader who excels in

communication, team development, and relationship management. You will oversee a

team of Owner Relations Managers while also serving as an escalation point and mentor,

ensuring our owners feel valued, supported, and confident in our partnership.

Your leadership will play a key role in maintaining strong owner relationships, streamlining

communication, and driving operational excellence across the department.

Key Responsibilities-

Team Leadership & Development

1. Develop and review department processes, implement approved processes, and consistently supervise to ensure all processes are followed at all times.
2. Lead, mentor, and support the Owner Relations team, fostering a positive, high performance culture.
3. Provide regular coaching, training, and performance feedback.
4. Monitor workload distribution to ensure timely and effective service delivery.
5. Support onboarding and development of new team members.

Owner Relations Oversight

1. Support and guide the team of ORMs in understanding and applying consistent communication practices that build strong, meaningful relationships with owners.
2. Ensure owners receive timely, professional, and comprehensive support from the team.
3. Serve as the primary escalation point for complex or sensitive owner concerns.
4. Maintain strong relationships with owners through proactive communication and follow-up.

Operational Excellence

1. Oversee quality and accuracy of owner communications, statements, updates, and documentation.
2. Monitor team compliance with procedures, service standards, and response expectations.
3. Identify process improvements to enhance owner and guest experience.
4. Collaborate with internal departments including Operations, Accounting, Revenue Manager and Guest Services.

Reporting & Performance Management

1. Track team performance metrics and owner satisfaction trends.
2. Conduct regular team meetings and updates.
3. Partner with leadership to set goals and implement best practices

Problem Solving & Issue Resolution

1. Guide the team in identifying root causes and implementing proactive solutions.
2. Support the resolution of owner and guest concerns with empathy and professionalism.
3. Ensure consistency and clarity in messaging across the owner portfolio.

Qualifications & Experience

• Hospitality industry experience required; Hotel or vacation rental experience preferred
• Proven experience in leadership, team supervision, or mentorship
• Strong written and verbal communication skills
• Exceptional interpersonal and relationship-building abilities
• High level of organization with the ability to manage multiple priorities
• Strong problem-solving and decision-making skills
• Proficiency in MS Office (Word & Excel)
• Comfortable working in a fast-paced and service-focused environment

COMPENSATION & BENEFITS:

Annual Salary Range:$65,000- $80,000 based on experience

Benefits:

• Paid time off such as PTO, sick days, and vacation days
• 401K
• Health insurance
• Life insurance
• Vision insurance
• Retirement benefits or accounts
• Long-term & Short-term disability insurance

Applicants must reside in the Southwest Florida (SWFL) area.