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

• 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
• 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
• Identify at-risk homeowners and execute retention plans
• Serve as the homeowner advocate in internal discussions and decision-making

Portfolio Operations Management

• 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
• 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
• Own inspection strategy and cadence for the assigned portfolio
• Independently schedule and prioritize inspections based on owner arrivals, VIP/high-risk guest arrivals, recent maintenance issues, property complexity, and time elapsed since last inspection
• 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
• 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

• Partner with Revenue, Marketing, Finance, Onboarding, Compliance, and Maintenance teams to deliver outcomes
• Translate internal recommendations into clear homeowner actions and decisions
• 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

Personal Attributes

• 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
• 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) and lift up to fifty (50) pounds without assistance

Benefits

• Competitive base salary
• Performance-based bonus tied to portfolio performance and homeowner satisfaction
• Comprehensive benefits package
• Professional development and career advancement opportunities
• Company-provided cell phone