Owner Relations Manager

Stay Local - Austin is seeking a dynamic, hard-working team member to serve property owners. This is an essential customer-facing role maintaining and growing relationships with the owners of vacation rental properties. The Owner Relations Manager is responsible for overseeing a portfolio of clients, with an objective to both retain clients and grow the portfolio. The ideal candidate is a detail-oriented, organized self-starter who is comfortable managing multiple tasks simultaneously and engaging directly with homeowners. This key team player will serve as a primary point of contact and will be expected to provide prompt, excellent, and respectful customer service to our property owners. You will work alongside a team to ensure all properties are well maintained and are ready to address the needs of owners promptly.

This is an essential customer-facing role maintaining and growing relationships with the owners of vacation rental properties.

Culture Index Survey:

As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. Please copy and paste the link below into your internet browser to complete:
https://go.cultureindex.com/s/LYGw6VIQ1B

Job Responsibilities:

• Become knowledgeable about Stay Local - Austin's services, including listing strength, utilization, rate management, license/tax compliance, and overall property management processes.
• Communicate with property owners daily through phone, text, email and in-person meetings. Provide clear and effective communication to understand owners’ needs, preferences, and feedback.
• Build and maintain strong, lasting relationships with homeowners, with a focus on owner retention.
• Manage all facets of new owner and new property on-boarding.
• Attend new property inspections.
• Maintain property records.
• Review and assess monthly owner statements to ensure accuracy and transparency of charges.
• Seamless teamwork with operational liaison to relay property specific information.
• Encourage and promote the company's Mission and Core Values.

Goals of an Owner Relations Manager:

• Maintain a 93% Owner Retention Rate, with a goal of 95% or greater.
• Respond to all owner requests within two hours of receipt during business hours or within two hours of business opening on the next business day if call is expected after-hours.
• Obtain satisfaction scores from 100% of owners.
• Contact all owners at least once per month to continue to build rapport.

Schedule:

This is a full-time, in office position located in Austin, TX. Standard workdays are Monday through Friday. Standard work hours are based on business needs within the hours of 9 am and 6 pm. This role may also involve occasional on-call weekend shifts.

About Us:

Stay Local - Austin aims to attract, hire, and cultivate the area's best talent!

Stay Local - Austin is a premiere vacation property management company by surpassing visitors' expectations during their stay. In a business where returning guests reign supreme, we take pride in our impeccable customer service, our small-business atmosphere, and our ability to offer the best prices around.

Stay Local - Austin is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Stay Local - Austin makes hiring decisions based solely on qualifications, merit, and business needs at the time.