Owner Services Manager

Job Overview:

Stay Montana is seeking a dynamic individual to join our team. Our Owner Services Manager position is a full-time position in one of the fastest growing vacation rental companies in Montana. Our Owner Services Managers serve as the main contact point for all Stay Montana owners. This position is critical in ensuring our owners have a 5-star experience. If you enjoy serving people and want to be part of a team that puts "service first", then this is the right position for you!

Job Responsibilities:

• Serve as a point of contact for all Stay Montana Owner’s.
• Bi-annual end of season reports professionally presented to Owners, with recommendations and follow-up.
• Respond promptly to owner inquiries issues and requests, offering quick solutions while collaborating with various departments including Revenue, Operations, Marketing, Maintenance, and Guest Services.
• Gain prompt approval from owners for vendor bids and guest refunds as needed
• Build and maintain strong and lasting relationships with owners focusing first and foremost on owner retention
• Owner Newsletters drafted and sent as directed by Director of Guest Services, as well preparation for Quarterly Owner Webinars.
• Work with Director of Owner Services on all new owner inquiries, onboardings and owner terminations.
• Ensure Owner Payments and Owner Statements are accurate.
• Maintain owner files that are thorough and accurate/updated – all owners on newest agreement, maintenance addendums signed, insurance policies updated, etc.
• Tour properties to gain in depth knowledge of homes
• Build property shells and listings
• Update New Owner orientation Presentation, market and/or owner specific.
• Collaborate with Revenue Manager to ensure pricing and strategies are understood so you can explain them to owners.
• Collect Owner Feedback for marketing purposes – share with Director of Marketing.
• Be expert in systems – Owner X App, Owner Portal, Breezeway, and Streamline to continuously improve.
• Work directly with Director of Owner Services to track revenue production to owner agreements and revenue thresholds; make sure management fee is increased on individual reservations so Stay Montana gets the greater % once that threshold is achieved
• Assist Director of Owner Services with license (STR & PA) renewals yearly with thorough documentation in office and in home
• Work closely with HOAs to stand apart in community and continue with close working relationships

Desired Qualities:

• Ability to create strong relationships with owners.
• Team Player with a passion for service.
• Strong desire to learn and grow with our team.
• Strong customer service skills and a positive attitude.
• Attention to detail.
• Time management skills.
• Ability to handle challenging situation and conversations with professionalism.
• Ability to problem solve and find solutions.
• Ability to work independently and efficiently.

Qualifications:

• Proven customer service experience.
• Experience with Microsoft Office and associated applications.
• Ability to effectively communicate in the English language.
• Reliable transportation to and from work.

Employment Type:

• This is a full-time, in office position.
• Tuesday through Saturday schedule.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged periods of standing and moving throughout the office as required.

Compensation and Benefits:

• Starting pay is based on previous experience.
• Paid Time Off
• Health Insurance
• Voluntary benefits such as short-term disability, long-term disability, supplemental life insurance, and more!
• $50,000 of company paid life insurance.
• 401k
• Career Advancement Opportunities

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 the survey once you have submitted your application using the link below:

Culture Index Survey

Stay Montana 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 Montana makes hiring decisions based solely on qualifications, merit, and business needs at the time.