Owner Relations and Guest Services Manager

The Owner Relations and Guest Services Manager (ORGM) serves as the primary contact for all owners at Woodrun Place. This role acts as a liaison between owners and all internal departments to ensure timely and satisfactory resolution of owner needs. Additionally, the ORGM supervises the Front Office Supervisors to ensure smooth daily operations of the Front Desk.

Key Responsibilities:

• Serve as the liaison for owners with Sales & Marketing, Reservations, Engineering, Housekeeping, and Guest Services departments.
• Coordinate with owners to reserve residences for owner and guest use.
• Maintain high service levels using all necessary internal and external resources.
• Direct and coordinate unit repairs with Engineering and Housekeeping.
• Understand Association guidelines and owner responsibilities, educating owners as needed.
• Perform regular residence inspections and pre-owner arrival inspections.
• Coordinate preventive maintenance and housekeeping cleans.
• Approve monthly owner statements with the accounting department to ensure accurate documentation of credits and debits.
• Meet with potential and new owners regarding the Woodrun Place Rental Management program.
• Negotiate and manage contracts between owners and the management company.
• Maintain accuracy of all owner billing, rental management contracts, ACH and tax forms, and other necessary documents.
• Assist the Front Desk with daily operations, including greeting guests and owners.
• Assist the General Manager with hiring, training, and counseling staff, including developing job descriptions, training requirements, and performance standards.
• Review guest surveys and coordinate with other departments to respond promptly.
• Ensure a hospitable environment for coworkers, owners, and guests.

Other Duties and Responsibilities:

• Maintain professionalism and attention to detail while ensuring profitability for the company and owners.
• Handle multiple projects simultaneously.
• Ensure exceptional customer service to existing and prospective owners.
• Develop and maintain professional relationships with Real Estate Brokers and Agents to expand business opportunities.
• Stay informed about local real estate.
• Attend all regularly scheduled meetings (property, regional, or corporate).
• Perform other duties as assigned.

Location: Woodrun Place

Employment Type: Full Time, Year Round

Start Date: ASAP

 Pay Rate:  $68,000 to $72,000

Benefits & Perks:

• Health Insurance - Choose from three plans!
• Dental, Vision, & Accident Insurance
• Life Insurance
• 401(K) Plan with discretion Employer Match
• Paid Time Off & Paid Sick Time
• Career Development Trainings
• Sabbatical Program
• $500 Referral Program
• Employee Assistance Program

Education and Experience:

• High School diploma or equivalent experience required; college degree a plus.
• Prior experience in hospitality or guest service industry required.
• Continuing education as directed by division and corporate programs.

Language Skills:

• Fluency in English required; knowledge of Spanish is a plus.

Computer Skills:

• Proficiency in Microsoft Office, TracNcare, and IQWare Property Management Systems (TSW/RDP TBD).

Supervisory Responsibilities:

• Oversee Front Desk Supervisors and their operation of the Front Desk.
• Assist with cash handling and credit card processing.
• Support a front desk staff of 3-5 Front Desk and bell staff members.

Why East West Hospitality:

At East West our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve.

Our mission is to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong. That starts by living true to our core value, Embracing Diversity. These principles are always top of mind and are never in question.

We hope you’ll consider joining us! Visit our website to learn more about East West at jobs.eastwest.com

East West Hospitality is an equal opportunity employer and participates in E-verify.