Owner Relations Manager

Job Description

Job Description

At Jeeves by Casago, our homeowners are our most valued partners. As an Owner Relations Manager, you will serve as the primary point of contact for a portfolio of luxury vacation homeowners, building strong relationships while ensuring their properties and overall ownership experience meet our high standards.

This is a hands-on, highly visible role combining luxury hospitality, relationship management, and property operations. You’ll work closely with Property Management, Maintenance, Revenue Management, Reservations, Housekeeping, and Compliance to ensure homeowner needs are handled proactively and efficiently.

A key responsibility is overseeing the owner arrival experience, from pre-arrival planning and property inspections to coordinating special requests and providing personalized welcomes.

Key Responsibilities

• Serve as the primary relationship manager for an assigned portfolio of homeowners.
• Build strong, long-term relationships through proactive communication and exceptional service.
• Coordinate homeowner requests across internal departments and ensure issues are resolved from start to finish.
• Conduct regular homeowner check-ins and provide timely updates.
• Coordinate repair, maintenance, and improvement approvals.
• Review owner statements and assist with questions regarding charges and balances.
• Monitor upcoming owner arrivals and ensure homes are owner-ready.
• Conduct pre-arrival property inspections and coordinate any necessary repairs or housekeeping.
• Personally communicate with homeowners prior to arrival and coordinate welcome experiences and special requests.
• Conduct or participate in owner property welcomes when appropriate.
• Proactively identify and resolve issues before they impact the homeowner experience.
• Maintain accurate documentation and follow-up on all homeowner interactions.

Qualifications

• 3+ years of experience in luxury hospitality, vacation rental/property management, account management, customer success, or relationship management.
• Exceptional communication and relationship-building skills.
• Strong organization, time management, and problem-solving abilities.
• Professional, polished, and highly service-oriented.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working independently and across multiple departments.
• Proficiency with Microsoft Office and property management software.
• Valid driver's license and reliable transportation.
• Luxury hospitality or vacation rental experience preferred.
• Bilingual English/Spanish or English/Portuguese is a plus.

Schedule & Requirements

This is a full-time salaried management position requiring flexibility based on homeowner arrivals and business needs. Occasional evenings, weekends, and travel between properties are required.

The position involves frequent walking through properties, climbing stairs, bending/kneeling, and lifting up to 30 pounds.

What Success Looks Like

Success in this role means building lasting homeowner relationships, delivering exceptional owner experiences, ensuring seamless owner arrivals, and proactively resolving issues while maintaining the highest standards for our properties.

If you are passionate about luxury hospitality, relationship management, and creating exceptional experiences, we'd love to hear from you.