Lead Owner Relations Manager

Essential Responsibilities

•  Manage an assigned portfolio of owner relationships and provide timely, accurate communication, documented follow-through, and proactive support

•  Lead complex owner escalations and service-recovery efforts, coordinate action plans, and approve routine remedies within delegated authority.

•  Coach Owner Relations Managers and specialists, support onboarding and quality reviews, and provide team coverage when needed

•  Monitor owner satisfaction, retention and churn risk, response and resolution times, open commitments, and recurring concern trends

•  Conduct owner performance reviews and clearly explain operational results, financial information, property performance, and approved recommendations

•  Partner with operations, revenue management, finance, guest services, business development, and legal resources to resolve owner concerns

•  Maintain accurate account notes, escalation records, risk assessments, commitments, action plans, and supporting documentation

•  Identify recurring issues and recommend approved improvements to owner communications, reporting, systems, services, and team workflows

•  Support the Director of Owner Relations with portfolio reporting, priority projects, workload coordination, standards, and leadership coverage.

Decision Making and Scope

Primary decisions: May prioritize assigned cases and portfolio activity, coordinate team work, approve routine owner remedies within delegated limits, coach employees, and recommend retention or process actions.

Escalation points: Escalate threatened litigation, regulatory contact, contract disputes, discrimination or harassment allegations, material financial concessions, data-security concerns, media inquiries, termination risk, and commitments outside delegated authority.

Financial or asset responsibility: Accountable for confidential owner, property, contract, and financial information; credits or concessions within delegated limits; company equipment; and access to operational, reporting, and relationship-management systems.

Required Qualifications

• Education: Bachelor degree in hospitality, business, communications, property management, or a related field, or an equivalent combination of education and relevant experience.

• Experience: Five or more years of owner relations, account management, client success, hospitality, property-management, or related experience, including experience leading complex accounts or coaching others.

• Licenses and certifications: Valid driver license and ability to meet company driving requirements when travel is an essential duty. Maintain any license required by the assigned market. NC Real Estate License is Required.

• Technology: Proficiency with property-management, customer relationship, owner reporting, financial reporting, case-management, Microsoft Office, and communication systems.

• Other requirements: Ability to travel, support urgent owner escalations outside standard hours, interpret operational and financial information, and protect confidential or commercially sensitive information.

Preferred Qualifications

• Vacation-rental, hotel, resort, property-management, real-estate, or multi-market owner-relations experience.

• Demonstrated success improving owner satisfaction and retention while resolving complex service, financial, operational, or contract concerns.

• Experience coaching a distributed team and interpreting property-level performance and financial reports.

Knowledge Skills and Abilities

• Owner relationship management, portfolio retention, and proactive account planning.

• Complex escalation management, de-escalation, negotiation, and service recovery.

• Ability to interpret contracts, property performance, financial reports, and operational information.

• Coaching, peer leadership, quality review, and constructive performance feedback.

• Clear, credible, and empathetic verbal and written communication.

• Sound judgement, organization, documentation, and disciplined follow-through

Physical Requirements

This position frequently requires sitting, speaking and hearing, fine hand and finger movements such as typing, and near and distance vision. The role occasionally requires standing, walking, bending, stooping or crouching, climbing stairs or ladders, and reaching above or below shoulder level. Employees must occasionally lift or carry up to 25 pounds. The role does not require lifting over 25 pounds or pushing or pulling. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.