Rental Owner Services Coordinator

POWDR • Copper Mountain, CO

13d • Onsite

About The Position

ROS Coordinators work as effective intermediaries between individual homeowners and Copper Mountain to provide effective and responsible management of properties under our management services. ROS Coordinators are responsible for the consistent delivery of outstanding service, expeditious follow-through and high quality communications with the Copper Mountain homeowners who are our customers via our short-term rental management and/or property management programs. ROS Coordinators meet or exceed established sales goals while maintaining current inventory to grow the Copper Lodging rental inventory. All tasks, decisions and activities undertaken by Coordinators must be conducted within the framework of our existing agreements with individual homeowners with a focus on maintaining a mutually beneficial relationship for all parties. Coordinators are charged with being professional and effective "point people" offering support, resources, assistance, service and communications to individual homeowners and work as a liaison between our homeowners (including individual owners and HOA Boards) and the multiple Copper Mountain departments, other internal resort operations and external vendors involved in the property management and rental management services we provide.

Requirements

• Must be able to lift and carry items up to 50 lbs.
• Must be at least 18 years old.
• It is important to understand that this position will require varied working hours that may include evenings, weekends, early mornings and some long days.
• Reasonable fitness is required in order to move about the property and individual buildings/units easily during all weather conditions.
• Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted.
• This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.
• High School diploma is required.
• Proficiency in Microsoft Word, Excel, Office and Outlook Programs is essential.
• Strong working knowledge of Visual One (V1) or other property/rental management systems

Nice To Haves

• A College or University degree or diploma in Hospitality/Lodging; Property Management; Resort Operations; Communications; Business or related field is desired.
• Proven, validated experience/performance in any of the above (or closely related) fields will be considered.
• Professional certification in any of the above fields is strongly desired.
• Proven experience in Property Management; Homeowner Relations; Hospitality/Lodging Operations, Sales and/or Customer Service experience strongly recommended.

Responsibilities

• Respond quickly, effectively and accurately to all contact by Homeowners.
• Expeditious follow-up and resolution of Homeowner queries, complaints, comments or other issues with relevant departments within Copper Mountain and/or external parties as required.
• Establishing, maintaining and/or improving, where required, a solid working relationship with all Homeowners through providing excellent service in the management of their property.
• Ongoing communication with Homeowners via a variety of media including telephone, e-mail, written correspondence and meeting in person.
• Actively assist Homeowners in taking measures to improve their unit.
• Accurately maintaining Homeowner files and other relevant data bases, filing systems and information sources (hard copy and electronic) to ensure all records are current.
• Inspecting individual properties and common areas of properties when directed and prior to Homeowner arrivals.
• Liaising with Homeowners in relation to their unit’s rating designation and working with Homeowners to initiate improvements, refurbishment projects as required.
• Reviewing and rate properties, if appropriate, following the completion of improvement projects (including ensuring the change of status is communicated to all relevant departments within the resort).
• Act at all times as an advocate for the Homeowner.
• Assist with preparation, production and delivery of high quality communication with individual owners, Homeowner Associations (HOA), strategic partners and outside vendors via a variety of media. Communications pieces will include newsletters; mass mailings; dedicated owner website; project progress reports; rental management strategies; lodging industry trends and Copper Mountain Resort and Powdr operations/strategic direction and programs.
• Display outstanding negotiation and conflict resolution skills to turn challenges into opportunities while finding creative and mutually beneficial solutions to issues.
• Have a clear understanding of all contracts and agreements under which ROS is obligated to operate.
• Assist with all special Homeowner programs, value-add strategies and owner events.
• Assist with mixed management responsibilities, online management, manual entries and any other mixed management needs that may come up with this program.
• Coordinator will have a strong sales focus and a proven ability to meet and exceed established goals. Retention and sales must be balanced, both being performed with exceptional levels of services.
• Coordinator will handle all aspects of processing new owners and new inventory acquired; contract execution, unit and owner setup in the appropriate system, Unit Status Sheets issued, accounting documentation, inventory variance tracking, telephone setup, making owner calendar reservations, composing and sending welcome letters with fully executed contracts, introduction and hand-off of owner to Service Coordinator.
• This role must be nimble and adapt to all the new programs that we institute.
• Assist in other areas of the ROS office, Lodging Division and/or Resort Operations as directed.
• Understand and be able to clearly communicate regarding homeowner statements.
• Functions as an ambassador of Copper Mountain, modeling and sharing the Copper “culture” with our guests and employees.
• Upholds the most professional image.
• Continually strives to exceed our guest’s expectations and create memories for our guests and staff.
• All Leadership team members are expected to participate in the company’s Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events

Benefits

• This position is eligible to enroll in company subsidized medical, dental, vision, flexible spending, HSA, life/disability options
• season pass for employees/dependents and privileges at several other resorts.
• Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.
• employee housing
• a unique work atmosphere

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED