Owner Services Manager - Residences At The Little Nell

Job Description
Summary
The Owner Services Manager is the main point of contact for all Owners in regard to their Ownership at Residences at The Little Nell once they’ve closed on their real estate purchase.
Job Posting Deadline
Applications for this position will be accepted until June 25, 2024.
Essential Job Functions
- Welcome all new Owners via email and call after purchase of interest(s) is official
- Provide details on the rental program and explain the exclusive agreement available through the Managing Agent
- Educate Owners about the rotation system, specific to their assigned Owner Letter Number
- Conduct twice yearly (January – March &
July – September) Ownerselections of time for their Planned Vacation Weeks (PVW) (2 per interest owned per season) and Space Available Nights (7 per interest owned, per season)
O Create selection packets, specific to each Owner
O Manage goals and expectations through personal interaction with each Owner
O Ensure forms are organized per the rotation priority order for the specific season
O Process assignments of time per the completed forms
O Confirm weeks with all Owners and provide clarity on the waitlisted weeks
O Detail Owner placement in the rental queue, if applicable
O Ensure forms are organized per the rotation priority order for the specific season (different from Planned Vacation Week rotation/priority order
- Actively work with Owners to increase usage of the property
O Work to encourage Owner to Owner trades across and within Seasons
O Facilitate Owner to Owner rentals of PVW time.
O Reach out to Owners who may rent release in future seasons to assist with the advanced booking process
- Enter all reservations into HMS as soon as they are confirmed and update reservations as necessary
- Assign Rental Revenue income to Owners
- Maintain reservation spreadsheets to match HMS reservations
- Email weekly rental reports (historical &
future) to Owners
- Act as a liaison between the Owners and all departments to ensure any changes or updates are communicated regarding upcoming Owner reservations
- Participate in and help coordinate all Owner social events
- Make appropriate Department Heads aware of Owner’s comments, suggestions and complaints particular to their department
- Consistently utilize feedback to improve the overall Owner experience
- Work closely with all staff members to ensure operation of the property is of the highest quality
- Assist in other departments when the demand is high
- Maintain a full understanding of Owner requests and ensure that all employees are aware of each request and return all calls and emails within 24 hours of receipt
- Create and maintain departmental policies &
procedures and checklists
- Conduct oneself in an ethical and exemplary manner, which encourages like manners of conduct
- Manager on Duty (one day per week)
- Report to work, on time, in a neatly groomed and acceptable manner as outlined in the employee handbook
- Comply with all policies and procedures for the Residences at The Little Nell, and Aspen Hospitality
- Must be familiar with hotel fire and safety procedures and assist in emergency and security procedures as directed by management