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Jobs · Customer Service · Colorado

Owner Services Manager - Residences at The Little Nell

The Little Nell · Aspen, CO · 1 wk ago
On-siteCustomer Service$32–$38/hrFull-time

About the role

The Owner Services Manager serves as the primary point of contact for Owners following the purchase of their interest(s) at Residences at The Little Nell, providing exceptional service and support throughout the Owner experience.

Responsibilities

  • Welcome new Owners following the purchase of their interest(s), providing timely follow-up by phone and email and serving as a knowledgeable resource throughout the Owner experience
  • Educate Owners on the property’s rental program, including the exclusive rental agreement available through the Managing Agent, rental opportunities, and applicable processes
  • Manage Owner reservations, vacation selections, rental program processes, and related reporting while maintaining accuracy and clear communication
  • Build and maintain strong Owner relationships by addressing comments, suggestions, and complaints, escalating department-specific concerns to appropriate Department Heads, and using feedback to continually improve the Owner experience
  • Participate in and assist with the coordination of Owner social events and other activities designed to enhance Owner engagement and satisfaction
  • Collaborate closely with all property staff to maintain the highest quality of operations, assist other departments during periods of high demand, and serve as Manager on Duty one day per week
  • Develop, maintain, and consistently follow departmental policies, procedures, checklists, and service standards while conducting all responsibilities in an ethical, professional, and exemplary manner

Qualifications

  • Bachelor’s degree or equivalent combination of education and experience preferred
  • Previous experience in the hospitality, resort, property management, or customer service industry required
  • Previous reservations experience or knowledge of reservations processes preferred
  • Strong knowledge of Owner relations, customer service, and hospitality practices
  • Excellent verbal and written communication skills
  • Strong organizational skills with exceptional attention to detail and accuracy
  • Ability to manage multiple priorities, deadlines, reservations, and Owner requests simultaneously
  • Strong problem-solving and conflict-resolution skills
  • Ability to exercise sound judgment, discretion, and professionalism when handling Owner concerns and confidential information
  • Strong follow-up skills, including the ability to respond to calls and emails within 24 hours
  • Ability to work collaboratively and communicate effectively with all departments and levels of staff
  • Ability to analyze, maintain, and reconcile reservation and revenue information accurately
  • Strong typing and data-entry skills
  • Proficiency with Microsoft Word, Excel, and Outlook
  • Ability to learn and effectively utilize HMS and other property-management or reservation systems

Skills

  • Knowledge of Owner relations, customer service, and hospitality practices
  • Ability to develop and maintain positive, professional relationships with Owners
  • Excellent verbal and written communication skills
  • Strong organizational skills with exceptional attention to detail and accuracy
  • Ability to manage multiple priorities, deadlines, reservations, and Owner requests simultaneously
  • Strong problem-solving and conflict-resolution skills
  • Ability to explain policies, procedures, rotation systems, rental programs, and reservation processes clearly and effectively
  • Strong follow-up skills, including the ability to respond to calls and emails within 24 hours
  • Ability to work collaboratively and communicate effectively with all departments and levels of staff
  • Ability to analyze, maintain, and reconcile reservation and revenue information accurately
  • Strong typing and data-entry skills
  • Proficiency with Microsoft Word, Excel, and Outlook
  • Ability to learn and effectively utilize HMS and other property-management or reservation systems

Benefits

  • Enrollment dates differ across the various programs
  • Health, Dental and Vision Insurance Programs
  • Flexible Spending Account Programs
  • Life Insurance Programs
  • Paid Time Off Programs
  • Paid Leave Programs
  • 401(k) Savings Plan
  • Employee Ski Pass and Dependent Ski Passes
  • Other company perks

Pay

The pay range for this position is $32.00 to $38.00 per hour. Actual pay will be dependent on budget and experience; this hourly management role is eligible for The Residences at The Little Nell annual bonus program.

Schedule

This position is classified as a regular full-time position eligible for the following benefits:

  • Enrollment dates differ across the various programs
  • Health, Dental and Vision Insurance Programs
  • Flexible Spending Account Programs
  • Life Insurance Programs
  • Paid Time Off Programs
  • Paid Leave Programs
  • 401(k) Savings Plan
  • Employee Ski Pass and Dependent Ski Passes
  • Other company perks

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