Owner Relations

Key Responsibilities :

• Be an owner advocate.
• Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes.
• Ensure all communications related to assigned portfolio / market is responded within a timely fashion

o Phone calls : Answer within 3 phone rings or 2 minutes for any missed calls during business hours.

o Emails, Text, WhatsApp, WeChat : Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours.

o Internal communications : actively monitoring Slack & Internal Emails to respond within

2 minutes for urgent items

30 minutes for non-urgent items

During the first 1 hour of the next scheduled shift for non-urgent items communicated outside office hours.

• Coordinate and follow-up on various day-to-day tasks including owner stays, quotes approvals, onboarding, and P&L reports.
• Proficient on various project management and online tools (eg. Clickup, Google Workspace, Breezeway etc..) and maintain client databases (CRM) to ensure all information is correct and up to date.
• Collaborate with other departments to address owner requests and achieve the highest level of satisfaction.
• Cultivate trust and personal connections with owners to further understand their needs and identify opportunities.
• Manage and develop performance of direct reports.
• Actively communicate with internal team members and cultivate resources to support owner success.
• Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns.
• Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks.
• Stay aware of company goals and strategies to ensure projects align with business priorities.
• Provide creative insights and solutions to address client / organizational challenges.
• Perform additional duties as assigned.

OH&S :

• Actively participate and contribute with the improvement of company procedures and processes.
• Follow all procedures and guidelines and applicable law and regulations.
• Promote a professional and cooperative working environment, based on mutual respect and trust.
• Promote safe behaviour in the workplace.
• Experience in Hospitality, Business Administration, Marketing, Communications, or a related field.
• Minimum of 1-2 years of experience in Hospitality in a team lead or supervisor capacity.
• Excellent communication, interpersonal, and negotiation skills.
• Strong problem-solving and analytical abilities.
• Ability to prioritize and manage multiple tasks and projects simultaneously.
• Proficiency in using project management tools and software.
• Adept at building and maintaining strong relationships with clients and stakeholders.
• Familiarity with financial reports and an understanding of profit and loss statements.
• Flexibility to work Business EST Time Zone between 8am and 10pm EST, weekdays, weekends and public holidays.
• Comfortable working in a remote (work-from-home) environment with stable / high speed & reliable Internet.
• Language :

o Advanced or Professional Proficiency in English

Soft Skills :

• Demonstrated proficiency in verbal and written communication in English, enabling effective communication with property owners, company stakeholders, and team members.
• Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.
• Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.
• Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.
• This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.
• Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect approaches.