Owner Relations Manager

The Owner Relations Manager’s primary responsibility is owner retention. They will work with various departments to problem solve and trouble shoot for the sole purpose of owner satisfaction of maximizing revenue/occupancy and minimizing expense as much as possible. The ideal candidate would be self-motivated, sales-minded, customer-focused and detail-oriented with a high degree of computer literacy, the willingness to learn new processes, and the ability to merge into a dynamic work environment. Owner Relations Managers are trained in both reservation sales and service job duties and will serve as back-up when staffing needs are required.

RESPONSIBILITIES

·       Point of contact for current homeowners in the program:

·       Answer questions as needed regarding statements, work orders, etc.

·       Accounting issues or discrepancies

·       Discuss rental rates, marketing, amenity suggestions/changes as needed

·       Recommending and applying Dynamic Pricing for increases/decreases and update property management software and web services as needed

·       Ensure all Property PMA’s are renewed or houses blocked, databases in use are updated timely

·       Point of contact for buyers/NIP owners of existing homes in our program:

·       Complete PMD forms and issue reservation reports for sales agents on homes currently listed in our inventory for rent, or past inventory we have history on

·       Mail/email new owner packets to buyers once under contract

·       Effectively communicate all aspects of our rental program to buyers, therefore starting to build your own owner client database

·       Send welcome email to NIP owners introducing RM team

·       Owner Balance report at month end, holding any owner funds needed for construction, under contract, etc.

·       Annual Rate recommendation – Meet with RGT Team to discuss suggestions.

 

EDUCATION/EXPERIENCE
A minimum of two years related experience and/or training in reservation or hospitality industry preferred, but not required. Candidates with a strong customer service background in non-hospitality related field will be considered.

COMMUNICATION SKILLS
Active listening skills are vital to the success of this position.
Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette. Ability to answer caller’s questions and successfully resolve issues and/or negotiate matters related to their account.
Ability to read, analyze, and interpret general business contracts, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from managers and/or staff.
Must maintain clear and concise documentation and positive approach to conflict resolution.
Must demonstrate willingness to continually learn new processes, and the ability to merge into a dynamic work environment.

COMPUTER and MATHEMATICAL SKILLS
The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Must possess thorough knowledge of MS Windows and MS Office (Word, Excel, Outlook, Chrome, etc.). Ability to type quickly and correctly. 

Critical Thinking
Ability to solve practical problems and deal with a variety of concrete variables while balancing the desires of the guests and our fiduciary responsibility to the owner. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. As mentioned previously, active listening skills are the foundation and a must.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT
Non-remote job position. Office located in Corolla, NC. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate and can vary day to day or based on office location.

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Last updated on Sep 20, 2024