Owner Relations Manager

The Stelle•Heber, UT

4d•$75,000 - $85,000•Onsite

About The Position

The Owner Relations Manager is the trusted liaison between The Stelle and its residence owners. This senior individual contributor delivers highly personalized service while protecting the integrity of the rental management program and the operational and financial interests of owners and the resort. The role coordinates across hotel departments to ensure owner matters are handled accurately, discreetly, and with consistent follow-through.

Requirements

At least five years of progressive experience in luxury hospitality, branded residences, condominium hotels, private residences, private clubs, property management, owner relations, or a comparable high-touch environment.
Demonstrated success managing relationships with affluent or high-profile clients with discretion, diplomacy, and sound judgment.
Strong written, verbal, financial, analytical, organizational, and problem-solving skills, including the ability to explain complex operational or financial matters clearly.
Ability to interpret and administer agreements, policies, and procedures consistently and recognize when executive, legal, or accounting guidance is required.
Proficiency with Microsoft 365 and experience with, or the ability to quickly learn, Infor HMS, Revinate CRM, OwnerRelations.com, and ALICE.
Ability to stand and walk for extended periods and work throughout hotel and residence areas, including occasional outdoor and construction or turnover environments.
Ability to lift and carry up to 50 pounds, with or without reasonable accommodation or assistance, and visually inspect residence conditions and detailed records.
Ability to work effectively in a fast-paced hospitality environment.

Nice To Haves

Luxury condominium-hotel, pre-opening, residence handover, rental-program implementation, and Park City or Deer Valley market experience are preferred.

Responsibilities

Serve as the principal day-to-day contact for residence owners, authorized family members, and representatives.
Develop detailed owner profiles, preferences, residence-use patterns, communication expectations, and service histories.
Anticipate owner needs and coordinate tailored arrivals, departures, special occasions, and resort experiences with operating teams.
Explain rental-program processes, owner-use provisions, residence availability, charges, and statement components clearly and consistently without providing legal, tax, or accounting advice.
Coordinate owner stays, rental-block dates, authorized access, and program requirements in accordance with the Rental Management Agreement and established procedures.
Research owner questions involving revenue, distributions, fees, housekeeping, maintenance expenses, and statement activity with Finance, Revenue Strategy, and Reservations.
Coordinate residence readiness for owner arrivals and rental occupancy, including inspections, housekeeping, maintenance, amenities, access, and preference fulfillment.
Track residence deficiencies, damage, repairs, replacements, warranties, approvals, and completion timelines; provide proactive owner updates.
Administer owner, authorized-user, and vendor access procedures while protecting owner identity, privacy, keys, credentials, and after-hours entry.
Maintain accurate owner records and prepare regular reports on open matters, service recovery, residence condition, rental-program questions, risks, and trends.
Coordinate with condominium association management and resort leaders on owner communications, governing-document requirements, common-area matters, and residence issues affecting hotel operations.
Apply program requirements equitably and diplomatically, balancing owner advocacy with the resort’s contractual, operational, and commercial responsibilities.
Model The Stelle’s culture, luxury service standards, integrity, accountability, and commitment to personalized hospitality.
Maintain knowledge of Preferred Hotels and Resorts standards and operating requirements and serve as the property’s Loyalty Ambassador.
Assist with hotel, service quality-assurance, operational, and safety audits, including preparation, inspections, documentation, standards verification, corrective-action planning, and follow-up.
Participate in the hotel Manager on Duty program during assigned weekdays and periodically serve as Weekend Manager on Duty according to the leadership rotation.
While on duty, provide visible property-wide leadership, conduct walkthroughs, monitor readiness, address guest or owner concerns and service-recovery needs, and escalate significant incidents appropriately.
Help establish the owner-relations operating model, service standards, communication protocols, escalation paths, and cross-departmental workflows.
Build owner and residence profiles, onboarding materials, readiness checklists, owner-stay procedures, statement-inquiry processes, and issue-tracking systems.
Translate the Rental Management Agreement into practical operating procedures with the General Manager and relevant resort departments.
Support residence inspections, punch-list coordination, operational acceptance, transition from development and sales, recruitment, orientation, and team training.