Owner Relations

The Owner Relations Officer is responsible for championing the owner’s relationship with the assigned portfolio.

Responsible for assisting with daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinates with different departments including Design, Maintenance, Finance, Listing, and Guest Experience teams to provide updated information and follow-ups.

Key Responsibilities :

• Be an owner advocate.
• Build relationships with property owners through active communication regarding their investment performance, regulatory, policy, and operational changes.
• Ensure all communications related to the assigned portfolio / market are responded to in a timely manner.
• Respond to phone calls within 3 rings or 2 minutes during business hours.
• Respond to emails, texts, WhatsApp, WeChat within 5 minutes during working hours (9 am - 9 pm EST) or within 12 hours outside of working hours.
• Actively monitor Slack and internal emails to respond within 2 minutes for urgent items and within 30 minutes for non-urgent items, during the first hour of the next scheduled shift if communicated outside office hours.
• Coordinate and follow-up on daily tasks including owner stays, quote approvals, onboarding, and P&L reports.
• Proficient in project management and online tools (e.g., Clickup, Google Workspace, Breezeway) and maintain client databases (CRM) for accuracy and currency.
• Collaborate with other departments to address owner requests and ensure high satisfaction.
• Cultivate trust and personal connections with owners to understand their needs and identify opportunities.
• Manage and develop the performance of direct reports.
• Communicate actively with internal team members and utilize resources to support owner success.
• Respond to communications from current and prospective clients to build rapport and resolve concerns.
• Manage client-related tasks in project management tools, ensuring timely progress and prioritization.
• Align projects with company goals and strategies.
• Provide creative insights and solutions to organizational challenges.
• Perform additional duties as assigned.

OH&S :

Qualifications :

Soft Skills :

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