Reporting to the Lodging Director, the Lodging Experience Supervisor will be responsible for overseeing the Rental Owner Services. You must have an excellent understanding of what it takes to provide outstanding client care. You will create and share a vision of excellence to continuously improve Rental Owner Services through innovation and growth. Goals include improving Owner satisfaction regarding reservations, housekeeping, maintenance, communications and overall, Owner experience. You have a perpetual smile, excellent organizational, coaching, and motivational skills!
Essential Functions:
• Communicate effectively and positively with guests, co-workers and other departments. • Promote teamwork amongst Rental Owner Services and all other Resort divisions. • Understand the rental management agreements and the rental program. Communicate the intricacies of both to the owners. Sell the merits of our rental program and communicate with various departments, including real estate sales offices. • Input of owner reservations into SMS Reservations system personal use reservations, friends, and family reservations, as well as Resort 2 Resort reservations, season passes & guest activities. • Maintaining complete Owner files with historical housekeeping and maintenance data while ensuring compliance with Panorama’s privacy policy and procedures. • Update and revise Rental Agreements as required. • Prepare monthly rental pool homeowner billing respecting accounting cycle and deadlines. • Collect payments via POS from homeowners. • Provide after-hours support to the Rental Pool Owners and Lodging Director on weekends and vacation periods. • Ensure Owner units are ready for their arrival by coordinating with housekeeping and maintenance. • Arrange for any special Owner amenities prior to arrival. • Respond to all Owner comments/inquiries and follow-up on issues in a timely manner. • Conduct yearly Room Quality Audits of each unit in the rental pool. • Establish with Owners the understanding of the need to renovate and standardize units to meet guest expectations. • Preparation of the Homeowner newsletter. • Assist to Organize, coordinate, and attend Owner events, activities, and meetings. • Connect with Owners during their stay to ensure everything is satisfactory. • Ensure inspections of units are completed to ensure completion of work and consistency of lodging standards for cleanliness and quality of furnishings. • Attend meetings as required and share pertinent information to keep them current on all owner relations activities. • Develop a strategy aimed at nurturing long-term relationships with our Homeowners at Panorama Mountain Resort • Develop action plans and follow-up on owner experiences and feedback. • Establish and work to develop a strong Owner Advantage Program, which includes but is not limited to events, activities and value-added advantages that create strong owner loyalty. Solicit feedback from owners about the OAP. • Accountable for aspects of budgeting and business planning in relation to Rental Owner Services. • Other duties as assigned.
Experience/Requirements:
• Post-Secondary education, Hotel Operations or Administration experience a strong asset. • Understanding of SMS or reservations systems • Good organizational and time management skills. • Must be able to work independently and remain fluid in terms of priorities. • Strong computer skills; in particular, Microsoft Office Suite skills • Ability to apply logic to complex problems. • Available to work Evenings, Weekends and Holidays as needed. • A team player with strong communication skills who can maintain composure while working in a fast-paced environment. • Strong financial and business acumen. • Stand /sit for long periods of time.
