Owner Relations Manager (Project Management)
Join Our Dynamic Team at Luxury Coastal Vacations in Perdido Key/Orange Beach/Gulf Shores/Fort Morgan!
Are you passionate about customer service and building meaningful relationships? Do you thrive in a fast-paced, team-oriented environment? If so, we'd love for you to join our Owner Relations Team at Luxury Coastal Vacations in Perdido Key/Orange Beach/Gulf Shores/Fort Morgan!
What We Offer:
A Rewarding and Inclusive Work Environment--Join a company with a vibrant culture where your contributions are valued, and you'll directly impact our success.
Supportive Team Atmosphere - Work alongside an energetic, hard-working team committed to delivering top-notch customer service to our Property Owners.
Amazing Growth Potential - Luxury Coastal Vacations is rapidly growing, and this position offers room for personal and professional development.
Beautiful Location - Enjoy the perks of working in the stunning Perdido Key/Orange Beach/Gulf Shores/Fort Morgan area, with breathtaking views and a relaxing atmosphere!
Your Role: As an Owner Relations Manager, you'll be the key to maintaining excellent relationships with property owners while providing exceptional customer service. You will:
Key Responsibilities:
Engage with property owners through phone, text, email, and in-person meetings to understand their needs and preferences.
Develop and maintain strong, positive relationships with property owners.
Understand owners' needs, preferences, and feedback, ensuring exceptional service.
Oversee all new owner and property onboarding aspects, ensuring a smooth transition.
Review and assess monthly owner statements to ensure accuracy and transparency.
Conduct routine inspections to ensure properties meet our high standards.
Collaborate with Operations to discuss property-specific information and address concerns.
Partner with Revenue Management to monitor property performance and adjust as needed.
Manage owner off-boarding processes, working to retain owners when possible.
Handle other job duties as assigned by management.
Owner Retention:
The TEAM will be held to a standard of maintaining a 93% owner retention annually to reach 95% or greater.
Prompt Service:
The TEAM will be held to a standard of responding 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 the call is received after hours.
The TEAM will be held to a standard of answering 93% of business-hour phone calls from Property Owners.
Communication:
The TEAM will be responsible for communicating effectively and respectfully with other teams to close out all tickets within three business days.
Onboarding New Owners and Properties:
The Owner Relations Manager shall manage all facets of new owner and property onboarding, including but not limited to:
Performing the onboarding process, gathering information, communicating with applicable parties, and sending welcome information to ensure a smooth transition for the property owner.
Offboarding Properties and Owners:
The Owner Relations Manager shall assist in offboarding properties and owners.
The primary goal is to retain owners and properties, with offboarding as a secondary focus and core competency not centered on offboarding.
Complete Unit Condition Reports to ensure properties are maintained to the highest standards.
Rotate on-call shifts for Saturdays, assisting owners with any concerns.
Maintain accurate property records and collaborate with internal teams to promote effective communication.
Assist the revenue management team with gathering and analyzing data to help optimize pricing strategies and maximize revenue.
Promote and uphold our company's culture, mission, and core values in every interaction.
Ensure a consistent, luxury standard of service across all aspects of owner relations.
What We're Looking For:
An upbeat, self-motivated individual who thrives in a fast-paced environment.
Proven experience in customer service (bonus points if you've worked in property management or hospitality).
Strong communication skills and a desire to build relationships with owners and coworkers.
A passion for delivering exceptional service with a smile!
What You'll Get:
A Great Work-Life Balance--The team's typical schedule is 9 am to 5 pm, Monday through Friday, with occasional on-call weekend shifts rotated among them.
Amazing Perks - Work with a friendly, supportive team in an environment that values integrity, collaboration, and a passion for excellence.
A Chance to Make an Impact - Your contributions will directly enhance the vacation experience for our guests and the property owners we serve.
We offer a competitive total rewards package, including base salary and the opportunity to earn performance-based incentives. This role's estimated total compensation range is $48k to $57k annually. Details regarding the incentive plan will be shared with qualified candidates.
About Us: At Luxury Coastal Vacations, our mission is simple yet powerful: To provide the luxury standard in vacation experience, property care, and company culture. With over 450 luxury vacation rentals in Perdido Key and Orange Beach, we pride ourselves on offering the finest properties and world-class service. We are committed to providing a boutique-style experience for both our owners and property owners, ensuring a seamless and unforgettable stay.
Note: This description is not an exhaustive list of all role responsibilities, skills, and standards required. Other responsibilities, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
