What are the responsibilities and job description for the Owner Relations Manager position at Vacation HR?
Job Overview:
We’re seeking a dynamic, hard-working team member to join our Owner Relations Team. The Owner Relations Manager is responsible for overseeing a portfolio of 75-120 clients, with an objective to both retain clients and grow the portfolio. 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.
Job Responsibilities:
- 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 rapport with property owners.
- Manage all facets of new owner and new property on-boarding.
- Attend new property inspections.
- Responsible for maintaining property records.
- Review and assess monthly owner statements to ensure accuracy and transparency of charges.
- Complete routine inspections of all properties.
- Seamless teamwork with operational liaison to relay property specific information.
- Encourage and promote the company's Core Values, Mission, and Vision.
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 position located in Sevierville, TN. Standard workdays are Sunday through Thursday. Standard work hours are based on business needs within the hours of 8 am and 6 pm. This role will also involve occasional on-call weekend shifts, which are rotated among the owner relations team.
