Keystone Resort Property Management

Vail Resorts • Keystone, CO

2d • Onsite

About The Position

Keystone Resort Property Management is the world class property management company at Keystone Resort, providing comprehensive management services to both homeowner associations and individual homeowners renting their units on a short-term basis. This Vacation Rental Manager (VRM II) manages 115+ vacation condos near the base of Keystone Resort by working closely with the Community Association Management, Engineering, Housekeeping, and Front Office teams to deliver Vail Resorts’ mission of Experience of a Lifetime to homeowners and guests. Success in this position is strong financial performance, well-maintained properties and satisfied homeowners and guests. No two days look the same in vacation rental management.

Requirements

• Experience in and passion for service.
• Ability to prioritize tasks to satisfy various stakeholders.
• High school diploma or equivalent required. Bachelor's degree strongly preferred.
• Maintenance experience or familiarity.
• Outstanding verbal and written communication skills in English. Ability to read, comprehend and write sophisticated correspondence and effectively connect with guests and homeowners using diplomacy and tact required. Ability to communicate in Spanish a plus.
• Two years of experience in vacation rental or hotel management is required.
• Experience with Property Management software applications such as SMS, PMS, Opera is preferred.
• Proficient with Microsoft Office applications - Excel, Word, Outlook.
• Ability to lift up to 30 lbs. and stand for long periods.
• Ability to effectively present sophisticated, detailed information both verbally and in written form with diplomacy and tact
• Must have personal transportation and valid driver's license required.
• Flexible schedule including weekends, nights and holidays.

Nice To Haves

• Bachelor's degree strongly preferred.
• Ability to communicate in Spanish a plus.
• Experience with Property Management software applications such as SMS, PMS, Opera is preferred.

Responsibilities

• Act as key contact for contracted homeowners with high-level questions regarding unit performance, quality and any management questions or concerns. Foster and maintain homeowner relationships to facilitate acquisition and retention of management agreements for vacation homes.
• Foster effective interdepartmental relationships with key internal partners – Property Managers, Reservations, Housekeeping, Front Desk, and Administration. Collaborate with these internal team members to ensure client satisfaction and strong client relationships.
• Periodically review marketing collateral, sales collateral, website content and management contracts and collaborate with other internal stakeholders to update as necessary.
• Serve as a key contact for internal Inventory Management relating to owner inventory challenges.
• Establish and maintain connections with the local real estate community.
• Provide outstanding service to homeowners, their guests, and rental guests. Resolve advanced customer complaints by investigating problems and identifying solutions.
• Review electronic post-stay surveys, resolve problems, and follow-up with respondents. Work with owners and internal departments as needed to meet goals around guest experience measurements.
• Review and approve billing for repairs and maintenance work. Build PO’s and process vendor invoices.
• Review monthly homeowner billing statements for accuracy and provide resolution for complaints about charges.
• Develop a strong understanding of monthly owner revenue statements; interpret and communicate accurate historical rental information to current and prospective clients.
• Compile condominium rental averages in an up to date and meaningful format to use in communications with current and prospective clients.
• Lead Homecare and KRBO units and ensure fulfillment of respective contractual obligations, including inspections, coordination of repair or maintenance work and communication with homeowner as appropriate.
• Coordinate property improvements, deliveries, and projects in managed properties.
• Oversee and support annual unit quality rating, spring carpet and upholstery cleaning, and preventative maintenance programs.
• Work with Community Association Managers, Owner, Inventory Management, Front Office, Maintenance and Housekeeping around effective management and coordination of out of order holds.
• Support other departments as it relates to guest service, guest compensation and resolution of problems that affect guest experiences.
• Work toward achievement of financial, guest service, safety, and other departmental goals.
• Other duties as assigned.

Benefits

• Free passes for employees
• Employee discounted lift tickets for friends and family
• Free ski lessons
• Employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development
• Referral Program
• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree