Position Summary
The Owner Services Coordinator oversees all aspects of owner relations and property operations, ensuring high standards and a seamless experience for homeowners. This role involves handling communications, addressing property issues promptly, and performing personalized touches based on homeowner preferences. By coordinating with various teams and leveraging strong organizational skills, the manager ensures that homeowners receive exceptional service from onboarding to ongoing support, fostering lasting relationships and maintaining property integrity.
Primary Responsibilities
Owner Communication
- Collaborates with the Director of Owner Services to engage with owners prior to their arrivals and facilitate in-person meetings.
- Assists in creating the owner communication calendar and develops pertinent communication topics.
- Shares guest feedback with homeowners and works with them to resolve any identified issues.
- Promptly inform homeowners of any property issues or damage and keeps them updated on the resolution progress.
- Provides seasonal updates to homeowners on inventory and property improvement recommendations.
Owner Relationships
- Coordinates and implements personalized touches and welcomes gestures according to owner preferences.
- Assists in executing owner surveys to gather preferences for special touches.
- Acts as an advocate for owners during emergencies, guest requests, disputes, and ensure effective communication with owners.
- Reviews and validates owner charges through tracking work orders and property management receipts.
Property Standards
- Oversees the off-season inventory process by conducting walkthroughs with property managers and housekeeping teams and communicating suggestions to homeowners.
- Works closely with the operations team to ensure homes adhere to curation criteria.
- Coordinates with homeowners, property managers, guest services, and finance to generate work orders and address property-related issues or damages.
- Follows up on work orders to ensure quick resolution of property issues and verifies that updates are completed as expected.
Onboarding Support
- Maintains regular contact with owners throughout the onboarding process to ensure a smooth transition and ongoing relationship.
- Assists homeowners with inventory stocking and guides them through the Host GPO.
- Supports the onboarding function by overseeing the onboarding process from start to finish to ensure timely completion.
- Assists homeowners in completing Welcome Packets.
- Prepares homes for photography by scheduling, coordinating housekeeping, and staging.
- Introduces homeowners to their property managers and conducts property tours to address any maintenance issues before rental.
- Collaborates with housekeeping to create a document outlining homeowner preferences for their home's condition upon arrival, including linen details.
- Performs new home inspections with property managers to suggest updates or necessary adjustments.
- Uploads and maintains all owner documents in the owner portal.
- Participates in the Pipeline Review Committee.
Homeowner Marketing
- Contributes to social media content by creating videos, images, testimonials, and more to highlight homeowner experiences.
· Performs other duties as assigned by supervisor.
Job Requirements (Experience, Knowledge, Skills)
Experience and Education
- A bachelor’s degree in hospitality management, Business Administration, Real Estate, or a related field.
- A minimum of 3 years of experience in a high-level administrative support role required.
Skills and Competencies
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Proficiency in property management software and CRM systems preferred.
- Ability to handle and resolve conflicts effectively.
- Strong attention to detail and a commitment to maintaining high standards.
- Capacity to work independently and collaboratively as part of a team.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Personal Attributes
- Customer-centric mindset with a focus on providing exceptional service.
- Professional demeanor with the ability to build and maintain positive relationships with homeowners and colleagues.
- Strong problem-solving skills and the ability to handle unexpected situations calmly and efficiently.
- High level of integrity and reliability.
- Flexibility to work in a dynamic environment and adapt to changing priorities.
Additional Requirements
- Ability to work evenings, weekends, and holidays as necessary.
- Willingness to travel locally to meet with homeowners and visit properties.
- Capability to perform physical tasks such as property walkthroughs and inspections.
- Knowledge of local real estate market trends and regulations is a plus.
Job Type: Full-time
Pay: $24.00 - $28.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Education:
Experience:
- administrative support: 3 years (Required)
License/Certification:
- Driver's License (Required)
Work Location: Hybrid remote in Telluride, CO 81435