Owner Services Manager

Roberts Resorts & Communities • Bellemont, AZ

89d

About The Position

The Owner Services Manager is responsible for serving as the primary point of contact for all owner-related activity at Village Camp Flagstaff. This position manages owner relations, facilitates administrative processes, handles billing and account maintenance, and ensures timely coordination of repairs, reservations, and services. This role requires a strong attention to detail, excellent communication skills, and the ability to balance hospitality with accountability. The Owner Services Manager also assists with general resort administration.

Requirements

• Excellent written and verbal communication skills
• Specific experience working with owners in settings such as timeshare communities, HOAs, private clubs, or owner-rental models
• Demonstrated aptitude with technology and operational systems, including proficiency in Excel, document writing, and correspondence management
• Ability to manage multiple priorities with accuracy and timeliness
• Experience with property management software (Newbook, Rent Manager preferred)
• Strong administrative, organizational, and customer service background
• Familiarity with hospitality, retail, or real estate operations a plus

Responsibilities

• Ensures customers/residents receive a high level of service consistent with Roberts Epic Customer Service
• Respond promptly and effectively to resident inquiries, addressing concerns as needed
• Work closely with the General Manager and Vice President of Operations to address operational issues and ensure resident satisfaction
• Serve as the primary liaison for cabin owners, handling all guest communication and service requests
• Set up and manage owner accounts in Newbook and Rent Manager
• Coordinate and track warranty issues, repair requests, and maintenance needs
• Enter and monitor owner submitted issues in maintenance software; oversee resolution and owner billing
• Respond to booking questions, event inquiries, and general communications from owners
• Schedule and coordinate owner newsletter and events
• Calculate and report monthly booking revenue splits for each owner
• Collect and calculate monthly utility usage and generate owner utility bills
• Ensure all charges, repairs, and fees are accurately recorded and communicated
• Oversee annual lease and rental contract signing processes
• Provide general administrative support for the resort, including invoice coding and spend tracking
• Manage day-to-day operations of the retail boutique, including ordering, inventory, and pricing
• Maintain availability for after-hours emergency situations and carry a company-provided cell phone
• Prepare reports such as warranty costs per cabin and costs per repair type (e.g., HVAC, plumbing, electrical)
• Compile and submit owner suggestions to the GM
• Create and maintain a list of approved vendors for all repair disciplines
• Photograph all cabin issues and completed repairs for documentation
• Ensure owners provide sign-off for completed repairs
• Coordinate monthly A/R billing and reconcile balances with the accounting department
• Create, chart, and compare utility usage per cabin on a monthly basis

Benefits

• Medical, Dental, and Vision Insurance
• Employer Paid Life Insurance
• Voluntary STD, LTD, Accidental, and Critical Illness
• PTO and 11 Paid Holidays
• 401k & 401k Matching
• Working in an inclusive community
• Complimentary stay at our resorts

What This Job Offers

• Job Type: Full-time
• Number of Employees: 251-500 employees