You are a key player in the Homeowner Experience team and assist in maintaining strong service relationships with all our valued stakeholders! You have a perpetual smile, excellent organizational and motivational skills! Reporting to the Lodging Director, and working in conjunction with the Homeowner Experience Supervisor, you will be responsible for supporting Rental Owner Services across the board. You must have an excellent understanding of what it takes to provide outstanding client care. You will create and share a vision of excellence to continuously improve Rental Owner Services through innovation and growth. Goals include improving Owner satisfaction regarding reservations, housekeeping, maintenance, communications and overall, Owner experience.
Essential Functions:
- Communicate effectively and positively with owners, guests, co-workers and other departments.
- Promote teamwork amongst Rental Owner Services and all other Resort divisions.
- To ensure that daily activities for Owner Services run smoothly and effectively.
- Provide exceptional customer and client care.
- Input of owner reservations into SMS Reservations system.
- Prepare monthly rental pool homeowner billing respecting accounting cycle and deadlines.
- Collect payments via POS from homeowners.
- Owners and Lodging Director on weekends and vacation periods.
- Ensure Owner units are ready for their arrival by coordinating with housekeeping and maintenance.
- Arrange for any special Owner amenities prior to arrival.
- Preparing responses to all Owner comments/inquiries and follow-up on issues in a timely manner.
- Ability to work with various communication tools (website, e-mail etc.)
- Filing of correspondence. Maintaining complete Owner files with historical housekeeping and maintenance data.
- Administer, control, and input all owners personal use reservations, friends, and family reservations, as well as Resort 2 Resort reservations.
- Conduct yearly Room Quality Audits of each unit in the rental pool.
- Establish with Owners the understanding of the need to renovate and standardize units to meet guest expectations.
- Assist to Organize, coordinate, and attend Owner events, activities, and meetings.
- Conduct and delegate inspections of units to ensure completion of work and consistency of lodging standards for cleanliness and quality of furnishings.
- Develop a strategy aimed at nurturing long-term relationships with our Homeowners at Panorama Mountain Resort
- Develop action plans and follow-up on owner experiences and feedback.
- Data entry of and updates of all owner contact information in the property management system. Ensure compliance with Panorama’s privacy policy and procedures.
- Maintain and update owner files and records as required.
- Understand the rental management agreements and the rental program. Communicate the intricacies of both to the owners. Sell the merits of our rental program and communicate with various departments.
- Understand and support the successful completion of Rental Owner Program payments monthly.
- Work to support larger scale project initiatives to support Rental Pool Growth and improvements
- Other duties as assigned.
Experience/Requirements:
- Post-Secondary education, Hospitality Operations or Administration experience a strong asset.
- Understanding of SMS or reservations systems
- Good organizational and time management skills.
- Must be able to work independently and remain fluid in terms of priorities.
- Must be prepared to work a flexible schedule, weekends, holidays as required to meet the demands of business volumes.
- Strong computer skills; in particular, Microsoft Office Suite skills, SharePoint
- Available to work Evenings, Weekends and Holidays as needed.
- A team player with strong communication skills who can maintain composure while working in a fast-paced environment.
- Stand /sit for long periods of time.
