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Owner Relations Manager

Owner Relations Manager

Royal Lahaina ResortMiami, FL, US
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Residences And Owner Relations Manager

The Residences and Owner Relations Manager will provide support to the Director of Residences and Owner Relations in meeting our customer / owner acquisition and revenue growth objectives and ensuring owner satisfaction.

Owner Relations

  • Serve as the primary contact for property owners within the hotel's rental units.
  • Establish and maintain positive relationships with property owners, addressing their needs, concerns, and inquiries promptly and professionally.
  • Communicate regularly with property owners about rental income, occupancy rates, maintenance updates, and other relevant information. Proactively seek feedback.
  • Coordinate owner meetings or events to provide updates on property performance and upcoming renovations.
  • Collaborate with hotel management to ensure owner expectations are met and the property is managed at the highest standard in accordance with the terms of the RPA
  • Work with operations management to plan for owner stays.
  • Entertain new and existing owners or their representatives.

Rental Program Administration

  • Identify and engage potential new unit owners or their representatives, introducing them to the RPA program.
  • Conduct meetings with unit owners and their representatives interested in the RPA
  • Fully understand the RPA process and effectively communicate the value proposition through proposals and presentations.
  • Follow-up on leads, and maintain clear and updated records of all prospects for frequent follow-ups.
  • Keep updated records of all new and current owners for scheduled communications.
  • Represent the RPA Project at weekly revenue strategy and daily hotel management meetings.
  • Attend PR and social media calls.
  • Confidently discuss revenue strategies with unit owners.
  • Use the property's management system to manage RPA business.
  • Stay informed about industry trends, market conditions, and best practices in condo-hotel business
  • Ensure compliance with the RPA, local regulations and laws

    • Residences Management

  • Oversee daily operations and management of rental units.
  • Ensure all rental units are well-maintained and in optimal condition, complete frequent walkthroughs
  • Coordinate with housekeeping and maintenance to address issues promptly.
  • Manage reservations for unit Owners
  • Handle Owner inquiries, requests, and complaints related to rental units.
  • Correct product and service deficiencies to increase value for stakeholders.
  • Collaborate with the security and other relevant departments to ensure implementation of high standards of life safety, loss prevention, and owner identity and privacy protection.
  • Develop sustainable work processes and systems to support overall owner satisfaction

    • Financial Management

  • Monitor and manage rental income and expenses for rental units.
  • Review financial reports presented to property owners, and be able to expertly discuss them
  • Collaborate with the finance department for accurate billing, invoicing, and collection of rental fees.

    • Team Management and Training

  • Supervise and train staff
  • Provide guidance, support, and performance feedback to team members. Create action plans and track progress
  • Conduct regular meetings or training sessions on policies, procedures, and customer service standards.
  • Communicate clear and consistent goals to the team.
  • Ensure employee satisfaction and fair treatment.

    • Qualifications

  • Bilingual in English and Spanish preferred
  • Previous Residential experience
  • Ability to communicate, present and influence all levels of the organization, including executive and C-level
  • Proven ability to drive the Rental Management Agreements "RMA" process from plan to close
  • Proven ability to articulate the distinct aspects of the Rental Management Agreement "RMA" process products and services
  • Excellent listening skills, negotiation and presentation skills
  • Excellent verbal and written communication skills
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