About us:

Highline Management LLC is a leader in the vacation rental space in Denver and the surrounding area. We pride ourselves on being a collaborative, empowering, and guest-centric short-term property management company. Founded by a group of like-minded dreamers, we have grown into a successful reality that exceeds expectations. Our unique blend of experience and forward-thinking sets us apart from competitors, allowing us to stay ahead of real estate, hospitality, and property management trends. We thrive on adaptation and innovation, continually evolving to meet new challenges. Join us in delivering exceptional short-term rental property management services that elevate investments and strive to exceed client expectations.

Job Description:

Highline Management LLC is seeking a dynamic and experienced Senior Account Manager to lead our Account Management Department. This pivotal role requires a strategic thinker with excellent leadership skills, a deep understanding of short-term rental management, and a passion for optimizing property performance.

Key Responsibilities:

Account Manager Tasks:

- Handle daily guest communication and account management tasks.

- Ensure high levels of guest satisfaction and problem resolution.

- Initial point of contact for client inquiries and delegate to appropriate department.

- Problem solving and coordinating with the Maintenance and Cleaning Departments.

- Filing claims for property damages with our insurance company.

Department Leadership Tasks:

- Conduct weekly team meetings with the On-Call team and Account Managers to review property and guest issues from the prior week.

- Develop and implement new processes and procedures to resolve internal department issues and inefficiencies.

- Create weekly agendas for team meetings and ensure follow-up notes are sent to the entire team.

- Manage Trello boards for department projects, delegation, and completion of tasks.

- Create and maintain organized resource documents (SOPs for booking platforms and internal property resource documents)

- Gain a comprehensive understanding of Highline's technology stack and infrastructure. Develop a detailed how-to guide to serve as a valuable reference for all team members, promoting efficient use of our technology and resources.

On-Call Team Management:

- Manage a remote On-Call team via phone support and weekly video calls.

- Train and retrain the team on current needs and improvements. Review on-call message logs and guest communications to ensure proper customer service and support.

- Improve workflow between On-Call team and Account Managers to maintain organization and necessary follow-up for guest and client priority issues.

Project Management:

- Organize, delegate and supervise optimization projects and workflows to enhance property listings and boost performance.

- Build and maintain relationships with platform representatives. Create Trello boards to outline priority properties, delegate tasks, and confirm monthly optimizations are completed thoroughly.

- Develop strategies for continued listing optimizations and analyze internal listing/operational policies that may affect portfolio credibility and performance.

- Delegate tasks effectively and ensure timely completion. Write monthly reports outlining optimization focuses and alert the entire Highline team of listings that need higher attention.

Safely Insurance Claims Management:

- Manage Safely claims from initiation to resolution.

- Track progress of claims and communicate with property owners about expectations and status.

- Produce detailed reports for the accounting team regarding all Safely claims.

Accounting:

- Maintain tracking of monthly receipts, ensuring they are organized and labeled.

- Ensure receipts attached to Safely claims are properly labeled.

- Report tax earnings for BigHorn properties to the County Clerk by the monthly deadline.

- Reconcile month-ending bank statements for Admin credit cards.

Reporting and Communication:

- Report regularly to the Operations Manager on task and project statuses.

- Review and ensure the quality of guest communications for all accounts. Identify areas for improvement and discuss with team members.

- Maintain clear and effective communication with all team members and stakeholders.

Experience & Qualifications:

Required Experience:

- Proven experience in a senior account management role focusing on guest and client communication, preferably within the short-term rental or hospitality industry.

- Proven experience in building and managing hybrid teams, with a strong understanding of leveraging technology to enhance organization and communication among team members.

- Strong leadership skills with the ability to manage and motivate a team.

- Experience in project management and optimization strategies for online property listings in the hospitality/vacation rental/boutique hotel space.

Skills:

- Excellent organizational and multitasking abilities.

- Experienced in leading and managing a hybrid team with remote and in-person members

- Strong communication skills, both written and verbal.

- Strong computer literacy with the ability to stay current with industry trends and integrate innovative solutions to enhance operational efficiency and performance.

- Proficiency in utilizing and adapting to new technologies and resources, such as ChatGPT and AI applications.

- Proficiency in using project management tools like Trello.

- Analytical mindset with the ability to produce clear and actionable suggestions, strategies, and reports.

Attributes:

- Strategic thinker with a focus on continuous improvement.

- Detail-oriented with a commitment to excellence.

- Ability to work independently and as part of a team.

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Work from home

Experience level:

• 3 years or more

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Travel requirement:

No travel

Ability to Commute:

• Lakewood, CO 80214 (Required)

Ability to Relocate:

• Lakewood, CO 80214: Relocate before starting work (Required)

Work Location: Hybrid remote in Lakewood, CO 80214