Owner Relations Manager

Job Responsibilities:

• Becoming knowledgeable about the company's services, including listing strength, utilization, rate management, license/tax compliance, and overall property management processes.
• Encourage and promote the company's Core Values, Mission, and Vision.
• 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. 
• Building and maintaining strong, lasting relationships with homeowners, with a focus on owner retention.
• 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.
• Coordinating with Maintenance and Operations teams to ensure all tasks are completed efficiently.
• Complete routine inspections of all properties.
• Liaising with HOAs or on-site property managers to understand and communicate all aspects of guest check-in, snow removal, and general property upkeep.

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.

Primary Responsibilities:

• Relationship Management: Serve as the primary point of contact for homeowners, managing day-to-day operations and promptly resolving any issues. This role is ideal for a customer service-oriented problem solver with experience handling large customer portfolios. A positive attitude is essential.
• Onboarding & Property Management: Oversee the entire onboarding process of new homes, from agreements to going live on our websites. This includes gathering information, scheduling cleanings and maintenance, coordinating photography, and building online listings that best represent each property.
• Communication & Coordination: Respond promptly to owner inquiries, issues, and requests, offering quick solutions while collaborating with various ILoveVacations departments, including Revenue, Field Operations, Marketing, and Guest Experience teams.
• Campaign Execution: Perform targeted outreach campaigns to specific segments of homeowners, providing tailored solutions, identifying needs, and reporting on progress and results.
• Vendor Management: Assist in contacting local vendors for repairs, preparing bids for homeowner approval, and ensuring timely completion of maintenance tasks.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance
• Ski Pass Reimbursement up to $1000 

Schedule:

This is a full-time, in office position located in Park City, Utah. Standard workdays are Monday through Friday. Standard work hours are based on business needs within the hours of 9 am and 6 pm. This role may also involve occasional on-call weekend shifts, which are rotated among the Owner Relations Managers.

About Us:

Park City Rental Properties aims to attract, hire, and cultivate the area's best talent!

Park City Rental Properties  has been a premiere gateway to Park City for the past 25 years by surpassing visitors' expectations during their stay. In a business where returning guests reign supreme, we take pride in our impeccable customer service, our small-business atmosphere, and our ability to offer the best prices around.

Park City Rental Properties  offers a distinct array of vacation homes, condominiums, townhomes, and more. We have everything from one-bedroom condos to six-bedroom beach homes, as well as properties to accommodate all your boating needs.

Park City Rental Properties 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. Park City Rental Properties makes hiring decisions based solely on qualifications, merit, and business needs at the time.