Owner Relations Manager

Description

Scottsdale Rentals is seeking a dynamic, hard-working team member to serve property owners. This is an essential customer-facing role maintaining and growing relationships with the owners of vacation rental properties. The Owner Relations Manager is responsible for overseeing a portfolio of 75-150 clients, with an objective to both retain clients and grow the portfolio. The ideal candidate is a detail-oriented, organized self-starter who is comfortable managing multiple tasks simultaneously and engaging directly with homeowners. 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.

This is an essential customer-facing role maintaining and growing relationships with the owners of vacation rental properties.

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 it at the time you submit your application. AwayDay, LLC

Requirements

Job Responsibilities:

• Becoming knowledgeable about Scottsdale Rentals' services, including listing strength, utilization, rate management, license/tax compliance, and overall property management processes.
• Encourage and promote the company's Mission and Core Values.
• 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. 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 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

Schedule:

This is a full-time, in office position located in Scottsdale, AZ. 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 team.