Property Manager

About the role

The Property Manager owns the end-to-end homeowner experience for their assigned portfolio. This role serves as the single point of accountability for property performance, homeowner satisfaction, and operational execution.

Responsibilities

• Homeowner Relationship Management
  • Primary Point of Contact & Trusted Advisor
    • Serve as the dedicated single point of contact for all homeowner inquiries, concerns, and requests
    • Build trusted, long-term relationships rooted in transparency, follow-through, and credibility
    • Proactively anticipate risks related to performance, condition, or satisfaction and address them before escalation
    • Conduct regular proactive check-ins with homeowners
    • Deliver difficult conversations (maintenance issues, damages, policy changes) with clarity, empathy, and solutions
  • Consultation & Guidance
    • Confidently discuss property performance, revenue drivers, and market dynamics
    • Guide homeowners on pricing strategy, marketing optimization, and improvement investments
    • Clearly explain tradeoffs, constraints, and decisions
    • Maintain detailed homeowner history, preferences, and risk indicators in CRM
  • Retention & Growth
    • Identify at-risk homeowners and execute retention plans
    • Serve as the homeowner advocate in internal discussions and decision-making
• Portfolio Operations Management
  • Property Oversight
    • Own day-to-day operational performance for a portfolio averaging 40-80 units (market dependent)
    • Ensure properties meet brand, cleanliness, maintenance, and readiness standards
    • Conduct and review inspections; address recurring issues through permanent solutions
    • Monitor property condition trends and recommend preventative maintenance
  • Operational Decision-Making
    • Coordinate with POD and/or third-parties to resolve issues efficiently
    • Own work order outcomes, not just submission or tracking
    • Make day-to-day decisions independently
    • Monitor and actively manage operational cost per property
  • Inspection Strategy & Scheduling Authority
    • Own inspection strategy and cadence for the assigned portfolio
    • Independently schedule and prioritize inspections based on:
      • Owner arrivals and owner usage
      • VIP and high-risk guest arrivals
      • Recent maintenance issues or guest feedback
      • Property complexity, size, and condition
      • Time elapsed since last physical walkthrough
    • Ensure each property is physically or virtually inspected on a regular, proactive cadence
    • Document inspection findings, trends, and follow-up actions clearly
    • Escalate systemic issues for process improvement
  • Quality & Compliance
    • Review guest feedback and address property-specific issues at the root cause
    • Ensure compliance with local regulations, HOA requirements, and brand standards
• Departmental Partnership & Accountability
  • Cross-Functional Ownership
    • Partner with Revenue, Marketing, Finance, Onboarding, Compliance, and Maintenance teams to deliver outcomes
    • Translate internal recommendations into clear homeowner actions and decisions
  • Execution & Follow-Through
    • Submit requests following established protocols
    • Track open items through resolution
    • Provide feedback to teams on process gaps and improvement opportunities
• Revenue & Performance Optimization
  • Demonstrate working knowledge of revenue management principles
  • Confidently communicate pricing and performance decisions to homeowners
• Onboarding & Transitions
  • Lead homeowner relationship onboarding in partnership with onboarding and sales teams
  • Set expectations early around communication cadence, standards, and decision-making
  • Manage property offboarding with professionalism and feedback capture

Requirements

• 3–5 years experience in property management, hospitality, or portfolio-based client management
• Technical computer skills required on all forms of hardware – laptops, cell phones, tablets
• Dependable, self-motivated, and able to work independently while contributing to a collaborative team environment
• Ability to be highly organized while multi-tasking
• Comfort discussing money, performance, and tradeoffs with homeowners
• Strong operational judgment and follow-through
• High emotional intelligence and accountability mindset
• Comfortable operating in a fast-moving environment where structure is still being built

Skills

• Proactive and self-directed; takes ownership without being asked
• Solutions-oriented with strong follow-through
• Adaptable and comfortable with ambiguity
• Detail-oriented while maintaining big-picture judgment
• Collaborative team player with integrity and professionalism
• Extremely organized and able to manage multiple projects at one time

Physical Requirements & Work Environment

• Ability to conduct property inspections requiring walking, stairs, and physical assessment
• Work may take place indoors or outdoors, in a variety of settings including private homes, resorts, offices, condo buildings, laundry or storage facilities - often in varying weather conditions
• Ability to adapt schedule based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, holidays. The role requires extreme schedule flexibility
• Hybrid work environment with requirement to work in the field for property inspections
• Reliable transportation required. Regular travel within the locally assigned market and/or region
• Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching)
• Ability to lift up to fifty (50) pounds without assistance

Pay

• Competitive base salary
• Performance-based bonus tied to portfolio performance and homeowner satisfaction

Benefits

• Comprehensive benefits package
• Professional development and career advancement opportunities
• Company-provided cell phone