Owner Liaison

Retreatia | Exclusive Steamboat is a locally owned and operated vacation rental and property management company located in Steamboat Springs, CO. Founded in 2005, Retreatia has built a foundation of excellence and continued to garner success by hiring the best, most experienced team of hospitality professionals while creating a value-based culture that allows people to work hard and play hard. Moreover, we understand that we work FOR Steamboat’s second homeowners, not the other way around. These partnerships and our understanding of how to care for our properties and people help us ensure that each and every owner and guest are provided with an experience they won’t soon forget.

Retreatia manages some of the most iconic rental properties and complexes Steamboat Springs has to offer. The reason - when it comes to guest service, property management, and business development our hand-selected team has over 40 years of collective experience in the industry. Our dedicated team of professionals wants nothing more than to protect our homeowners’ properties as well as provide them with a solid return on their investment. The bottom line is that whether you own or rent, when you partner with Retreatia, you can sit back, relax, and enjoy, knowing you’re in great hands.

Job Overview:

We’re seeking a dynamic, hard-working team member to join our Owner Liaison Team. The Owner Liaisons are responsible for overseeing a portfolio of short-term vacation rental properties with an objective to both retain clients and grow the portfolio. This key team player will serve as a primary point of contact and will be expected to provide prompt, excellent, and respectful customer service to our property owners. You will work alongside a team to ensure all properties are well maintained and are ready to address the needs of owners promptly.

As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. See the link below: 

https://go.cultureindex.com/p/Wr3skv8tHaEfnVjBbM  

Job Responsibilities:

• Communicate with property owners daily through phone, text, email and in-person meetings. Provide clear and effective communication to understand owners’ needs, preferences, and feedback.
• Build and maintain rapport with property owners.
• Manage all facets of new owner and new property on-boarding.
• Responsible for maintaining property records via Retreatia systems.
• Review and assess monthly owner statements to ensure accuracy and transparency of charges.
• Seamless teamwork with operational liaison to relay property specific information.
• Encourage and promote the company's Core Values, Mission, and Vision.

Goals of an Owner Relations Manager:

• Maintain a 93% Owner Retention Rate, with a goal of 95% or greater.
• Respond to all owner requests within two hours of receipt during business hours or within two hours of business opening on the next business day if call is expected after-hours.
• Obtain satisfaction scores from 100% of owners.
• Contact all owners frequently to continue to build rapport.

Requirements:

• Experience in property management, hospitality, customer success, or related field.
• Leadership experience managing a customer-facing or account management team.
• Strong communication skills (written and verbal) with excellent relationship-building ability.
• Highly organized, detail-oriented, and comfortable managing multiple priorities.
• Familiarity with short-term rental operations preferred.

Schedule:

This is a full-time position located in Steamboat Springs, CO. Standard workdays are Monday through Friday. Standard work hours are based on business needs within the hours of 8 am and 5 pm. This role will also involve occasional on-call weekend shifts, which are rotated among the owner relations team.

Compensation:

$60k-$65k, plus quarterly bonus. Health Insurance, PTO, Paid Holidays, 401k and ski pass included.