Owner Relations Assistant - Full-time / Part-time

Owner Relations - Concierge

Position: Owner Relation

Supervisor: General Manager

Owner Relations Goals:

• Responsible to welcome new owners and provide all the information needed.
• Represent the owners on working with team office to provide the best results and achieve standard.
• Be the contact to any request and respond it promptly to assure service excellence and keep the standards.
• Position directs and works with employees to carry out procedures ensuring an efficient pre-arrival process to owners.
• Ensures owner satisfaction and maximizes the financial performance
• Must be able to create and deliver presentations.
• Ability to build owner relations.
• Assist the General Manager in communicating relevant situations regarding everything that happens in the company.

Activities and Responsibilities:

• Welcome the new owners;
• Check list new houses;
• Open Ciirus account;
• Check Ciirus to ensure the values are correct;
• Verify and provide Cable TV, Insurance, Internet, HOA, licenses;
• Control all the debits on owner accounts on Ciirus;
• Answer the owner needs and provide solution;
• Check the invoices and make sure the payments are correct;
• Receive the work orders and check accuracy;
• Open work order;
• Receive the owner complains and follow up the process until is solved;
• Give feedback daily to owner;
• Check diary all the pending;
• Be the direct contact to Guest Service Supervisor and Concierge Experience;
• Pay the houses bill;
• Make sure the houses are always cleaned and well maintained;
• Interact with Finance department every day to make sure the bills are in order;
• Present promptly at the workplace, properly uniformed, following all personal presentation standards;
• Maintain a good interpersonal relationship with all staff, owners and guests be a great example to the staff;
• Record requests and preferences to guarantee the standard of excellence;
• Periodically help the Guest Service Supervisor on the inventory and report the owners any need for purchases;
• Have a thorough understanding of service standard to follow all the goals;
• Makes recommendations to improve service and ensure more efficient operation;
• Analyze report concerning houses occupancy to pleased the owners;
• Ensure the quality, standards and meeting the expectations of the owners and customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Utilizes interpersonal and communication skills to influence, and encourage others, demonstrates honesty/integrity;
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Establishes and maintains open, collaborative relationships with employees
• Interacts with owners to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the General Manager, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties in Owner Relations as necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Owner Relations goals to produce desired results.

Job Skills and Requirements:

• Excellent communication for personal contact with owners, colleagues and GM;
• Excellent interpersonal skills, easy dealing with clients, colleagues and General Manager;
• Organization, punctuality, attendance and good personal presentation;
• Self-control, commitment, professional attitude and team spirit;
• Availability, honesty, transparency and respect with others;
• Guidance for results and excellence in service delivery;
• Good negotiation skills to deal with owner;
• Objectivity and clarity on providing information;
• Act in an anticipatory manner, always seeking to exceed the expectations of requesting service;

Professional Experience:

• Essential: Minimum a year experience on Owner position or similar position with guest service experience
• Desirable: Vacation home experience

Languages:

Essential: English, Portuguese or Spanish fluent

Desirable: Spanish

Work Hours: Monday to Friday 9am to 6pm