Owner Services Manager - Residences at The Little Nell

Residences at The Little Nell•Aspen, CO

9d•Onsite

About The Position

The Owner Services Manager serves as the primary point of contact for Owners following the purchase of their interest(s) at Residences at The Little Nell, providing exceptional service and support throughout the Owner experience. This position manages Owner reservations, vacation selections, rental program processes, and related reporting while maintaining accuracy and clear communication. The Manager builds strong Owner relationships, coordinates with property departments, resolves concerns, and supports Owner engagement and property operations. This position reports to the Director of Owner Services. The pay range for this position is $32.00 to $38.00 per hour. Actual pay will be dependent on budget and experience; this hourly management role is eligible for The Residences at The Little Nell annual bonus program.

Requirements

Bachelor’s degree or equivalent combination of education and experience preferred
Previous experience in the hospitality, resort, property management, or customer service industry required
Previous reservations experience or knowledge of reservations processes preferred
Strong knowledge of Owner relations, customer service, and hospitality practices
Ability to develop and maintain positive, professional relationships with Owners
Excellent verbal and written communication skills
Strong organizational skills with exceptional attention to detail and accuracy
Ability to manage multiple priorities, deadlines, reservations, and Owner requests simultaneously
Ability to explain policies, procedures, rotation systems, rental programs, and reservation processes clearly and effectively
Strong problem-solving and conflict-resolution skills
Ability to exercise sound judgment, discretion, and professionalism when handling Owner concerns and confidential information
Strong follow-up skills, including the ability to respond to calls and emails within 24 hours
Ability to work collaboratively and communicate effectively with all departments and levels of staff
Ability to analyze, maintain, and reconcile reservation and revenue information accurately
Strong typing and data-entry skills
Proficiency with Microsoft Word, Excel, and Outlook
Ability to learn and effectively utilize HMS and other property-management or reservation systems
Ability to adapt to changing priorities, work independently, and provide support across departments when operational demands require it

Responsibilities

Welcome new Owners following the purchase of their interest(s), providing timely follow-up by phone and email and serving as a knowledgeable resource throughout the Owner experience
Educate Owners on the property’s rental program, including the exclusive rental agreement available through the Managing Agent, rental opportunities, and applicable processes
Explain and administer the Owner rotation system based on assigned Owner Letter Numbers, ensuring selections and assignments are handled accurately and equitably
Conduct twice-yearly Owner selections for Planned Vacation Weeks (PVW) and Space Available Nights, including preparing individualized selection packets, managing expectations, organizing forms by applicable rotation priority, processing assignments, confirming selections, communicating waitlists, and explaining rental queue placement
Proactively increase Owner usage of the property by facilitating Owner-to-Owner trades, PVW rentals, and advance booking opportunities for Owners anticipating future rental releases
Enter and maintain all confirmed Owner and rental reservations in HMS, make timely updates, assign rental revenue to the appropriate Owners, and maintain supporting reservation spreadsheets for accuracy and reconciliation
Provide Owners with weekly historical and future rental reports and maintain clear, timely communication regarding reservations, changes, and other Owner-related matters
Serve as the primary liaison between Owners and all property departments, ensuring Owner requests, preferences, changes, and updates are communicated accurately and acted upon in a timely manner
Build and maintain strong Owner relationships by addressing comments, suggestions, and complaints, escalating department-specific concerns to appropriate Department Heads, and using feedback to continually improve the Owner experience
Participate in and assist with the coordination of Owner social events and other activities designed to enhance Owner engagement and satisfaction
Collaborate closely with all property staff to maintain the highest quality of operations, assist other departments during periods of high demand, and serve as Manager on Duty one day per week
Develop, maintain, and consistently follow departmental policies, procedures, checklists, and service standards while conducting all responsibilities in an ethical, professional, and exemplary manner
Other duties as assigned