Owner Relations Coordinator

About the role

The Owner Relations Coordinator supports the Homeowner Services and Sales Manager by building and maintaining strong relationships with SRL homeowners. This position helps drive owner satisfaction, retention, and rental revenue by ensuring accurate communication, coordination of unit readiness, and proactive homeowner engagement. The role is essential in helping homeowners feel valued, heard, and well‑supported while contributing to the smooth and professional operations of the lodging division.

Responsibilities

• Maintain regular, professional communication with homeowners via phone, email, and in person.
• Assist with onboarding and off‑boarding rental units, including documentation, system updates, and coordination with internal departments.
• Ensure contract packets are complete and filed (rental agreements, insurance, licenses, W‑9s, direct deposit forms).
• Create and maintain unit files, including inventories, inspection records, and notes on owner preferences.
• Maintain records of homeowner requests, complaints, and resolutions.
• Distribute email communications, newsletters, updates, and notices (e.g., maintenance schedules, policy changes).
• Receive, log, and track maintenance or repair requests from guests and owners.
• Assist with preparing reports or summaries for board or owner meetings.
• Prepare materials for homeowner correspondence and meetings.
• Help homeowners understand their billing and resolve disputes.
• Support execution and documentation of annual unit inspections, deep cleans, punch lists, and quality audits.
• Identify upgrade opportunities to enhance rental potential through regular unit inspections.
• Coordinate with maintenance personnel or third‑party contractors to ensure timely resolution of issues.
• Follow up with homeowners to ensure satisfaction with completed services.
• Complete departure inspections, report unit conditions, and communicate damages or maintenance concerns to owners.
• Coordinate owner arrival preparation with front desk and housekeeping teams.
• Maintain owner records with timely updates to all documents and notes.
• Crosstrain with the front desk team and provide operational support during peak periods, staff shortages, or as needed.
• Help plan and execute owner‑focused events such as receptions, annual meetings, and networking functions.
• Support the Homeowner Services Manager in promoting services to prospective owners.
• Work effectively with real estate agents, HOA representatives, and service vendors.
• Assist with researching and developing strategies for attracting and retaining homeowners.
• Monitor guest and owner satisfaction surveys; flag issues and help develop solutions.
• Maintain clean, professional appearance and conduct consistent with SRL values.

Requirements

• Dependable and proactive team player with a professional demeanor.
• Positive, friendly, and service‑oriented attitude.
• Strong organizational skills and attention to detail.
• Ability to multitask and manage competing priorities effectively.
• Strong verbal and written communication skills.
• Ability to work independently with moderate supervision.
• Willingness and ability to work weekends, holidays, and flexible hours as needed.
• High level of integrity and discretion in handling sensitive information.
• Strong computer literacy: Microsoft Office (Word, Excel, Outlook, PowerPoint); SMS and Inntopia experience preferred.
• Hospitality, real estate, or property management experience preferred.
• Professional appearance and demeanor as the public‑facing representative of the Owner Services team.

Qualifications

• High school diploma or GED required.
• 1–2 years of education in business, hospitality, communications, or a related field preferred.
• Minimum 2 years' experience in hospitality, property management, or rental management.
• Sales or customer relations experience preferred.
• Knowledge of condominium operations, tourism, and lodging industry preferred.

Working Conditions

This position may require walking, standing, sitting, and using a computer and phone for extended periods. Must be comfortable navigating condo units for inspections, occasionally lifting light items or supplies, and working both indoors and outdoors, including variable weather conditions. May occasionally be required to assist with light physical tasks related to owner services or events.

Benefits

• Access to select Alterra Mountain Company destinations.
• Free Solitude season pass for you and eligible dependents.
• Discounts on Solitude lift tickets for friends and family.
• Discounts on food, rentals, retail, and lessons.
• Comprehensive medical, dental, vision, and life insurance for eligible employees.
• Pro deals with outdoor brands.
• Generous 401(k) plan with company match.
• Free counseling service through Employee Assistance Program.