Job Description

xe2x97x8f The Owner Relations Officer is responsible for the champion of owners relationship with the assigned portfolio.xe2x97x8f Responsible for assisting daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinating with different departments including Design, Maintenance, Finance, listing and guest experience team to provide updated information and follow-ups.Key Responsibilities:xe2x97x8f Be an owner advocate.xe2x97x8f Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes.xe2x97x8f Ensure all communications related to assigned portfolio/market is responded within a timely fashiono Phone calls: Answer within 3 phone rings or 2 minutes for any missed calls during business hours.o Emails, Text, WhatsApp, WeChat: Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours.o Internal communications: actively monitoring Slack & Internal Emails to respond withinxe2x96xaa 2 minutes for urgent itemsxe2x96xaa 30 minutes for non-urgent itemsxe2x96xaa During the first 1 hour of the next scheduled shift for non-urgent items communicated outside office hours.xe2x97x8f Coordinate and follow-up on various day-to-day tasks including owner stays, quotes approvals, onboarding, and P&L reports.xe2x97x8f Proficient on various project management and online tools (eg. Clickup, Google Workspace, Breezeway etc..) and maintain client databases (CRM) to ensure all information is correct and up to date.xe2x97x8f Collaborate with other departments to address owner requests and achieve the highest level of satisfaction.xe2x97x8f Cultivate trust and personal connections with owners to further understand their needs and identify opportunities.xe2x97x8f Manage and develop performance of direct reports.xe2x97x8f Actively communicate with internal team members and cultivate resources to support owner success.xe2x97x8f Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns.xe2x97x8f Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks.xe2x97x8f Stay aware of company goals and strategies to ensure projects align with business priorities.xe2x97x8f Provide creative insights and solutions to address client/organizational challenges.xe2x97x8f Perform additional duties as assigned.OH&S:xe2x97x8f Actively participate and contribute with the improvement of company procedures and processes.xe2x97x8f Follow all procedures and guidelines and applicable law and regulations.xe2x97x8f Promote a professional and cooperative working environment, based on mutual respect and trust.xe2x97x8f Promote safe behaviour in the workplace.xe2x97x8f Experience in Hospitality, Business Administration, Marketing, Communications, or a related field.xe2x97x8f Minimum of 1-2 years of experience in Hospitality in a team lead or supervisor capacity.xe2x97x8f Excellent communication, interpersonal, and negotiation skills.xe2x97x8f Strong problem-solving and analytical abilities.xe2x97x8f Ability to prioritize and manage multiple tasks and projects simultaneously.xe2x97x8f Proficiency in using project management tools and software.xe2x97x8f Adept at building and maintaining strong relationships with clients and stakeholders.xe2x97x8f Familiarity with financial reports and an understanding of profit and loss statements.xe2x97x8f Flexibility to work Business EST Time Zone between 8am and 10pm EST, weekdays, weekends and public holidays.xe2x97x8f Comfortable working in a remote (work-from-home) environment with stable/high speed & reliable Internet.xe2x97x8f Language:o Advanced or Professional Proficiency in EnglishSoft Skills:xe2x97x8f Demonstrated proficiency in verbal and written communication in English, enabling effective communication with property owners, company stakeholders, and team members.xe2x97x8f Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.xe2x97x8f Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.xe2x97x8f Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.xe2x97x8f This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.xe2x97x8f Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect approaches.

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