POSITION SUMMARY

The Owner Services Representative is a hands-on position responsible for building and maintaining strong relationships with property owners through ongoing communication and support. This role serves as a liaison between homeowners and Finger Lakes Premier Properties working closely with all departments to achieve success and the highest level of satisfaction for our guests and our owners.

Essential Functions and Responsibilities:

Owner Relationship/Communication:

Own and maintain the Owner Relationship with FLPP homeowners, ensuring they are kept informed and satisfied with the management of their homes. Foster relationships built on trust, transparency and follow through to ensure homeowner satisfaction and retention by routinely engaging to discover concerns and provide timely resolution to their requests. Liaison for the

Properties:

Serve as a point of contact and representative for the homes managed by FLPP, facilitating clear and timely communication about them to the staff and homeowners.

Owner Information :

Accurately maintain current owner and property information in appropriate systems.

Owner Retention:

Act as a point of contact for de-escalating homeowner issues or concerns. Address all matters professionally and effectively, ensuring a positive outcome for both owners and the company. Escalate unresolved issues to the Director of Business Development and Owner Services especially when a homeowner is wanting to leave the program. Work with the Director to negotiate new terms and conditions to get them to stay.

Breezeway Task Management:

Review task assignments for properties daily and prioritize tasks assigned to Owner Services for followup. Follow work order matrix guidelines when it comes to requests from in-house guests and expedite decisions pending owner approval when delays in communication occur. Review completed maintenance tasks and update homeowners on the status of requested work. Download reports of completed work to send if needed. Work with Dispatch to ensure quality of work meets/exceeds company standards and work performed is documented for billing purposes Seek property owner approval for maintenance and/or replacement items needed for their homes, ensuring transparency and prompt decision-making that aligns with our commitment to quality services.

Revenue Management:

Attend Revenue Management meetings to see how properties are performing financially and report any rate change requests or owner concerns to the RM team.

Owner Stays/Arrival Inspections:

Contact homeowners before each Owner Stay to confirm the owner is arriving and determine if the stay is back-to-back with another owner reservation, requiring FLPP to complete a clean and/or linen replacement. Coordinate with the Inspections team to prioritize owner arrivals and verify that all outstanding maintenance, housekeeping, and previous guest or owner concerns have been resolved before arrival.

Guest Feedback:

Monitor and review Guest Feedback for all properties and communicate with homeowners about repeat complaints, wear and tear reports, etc. to ensure Guests have a positive experience in our homes.

Rental Regulations:

Stay updated on changes to local rental regulations and update owners as needed. Work with owners to obtain permits and resolve issues related to regulations as needed.

Monthly:

Owner Statement Review:

Review charges on owner statements monthly and approve them for billing, ensuring transparency of charges, and maintaining trust in the financial aspects of the property management process. Submit discrepancies or items that need to be removed to Accounting for final approval. Monitor adherence to compensation budgets and how often owners are receiving comped charges.

Quarterly:

Property Inspections:

Conduct and oversee quarterly property inspections (as applicable) and Annual Property Inspections, ensuring homes meet FLPP's standards for guest readiness and maintenance. Perform special inspections for high-priority stays to ensure homes are in pristine condition.

Homeowner Education:

Stay up to date on market and industry trends in the vacation rental industry to help educate homeowners on revenue, occupancy, rental regulations, etc. Be proactive with homeowner education and work with Marketing when mass communication is needed.

Yearly:

Capital Improvement Communication (Annual Property Inspections): Conduct annual property inspections and communicate capital improvement projects and capital expenditure requests, ensuring owners are informed and approvals are obtained in a timely manner. Provide feedback/reports based on Guest Experience, Property Performance and APIs at the end of peak season. Additional Expectations Mileage reimbursement is available for approved work-related travel when a company vehicle is not available or practical. Employees may use personal vehicles provided they meet all legal and insurance requirements. Reimbursable mileage is paid at the current FLPP rate and applies only to business travel, excluding normal commuting. All mileage must be properly documented and submitted in accordance with company procedures to be eligible for reimbursement. Qualifications Associate's degree in Business, Hospitality Management, Real Estate, Property Management, Communications, or a related field; or an equivalent combination of education and relevant professional experience. Minimum of two (2) years of experience in vacation rental management, property management, hospitality, real estate, customer success, or a related service-focused industry. Demonstrated ability to build and maintain strong client relationships through proactive communication, responsiveness, and problem resolution. Excellent verbal and written communication skills, with the ability to communicate effectively and professionally with homeowners, guests, vendors, and internal teams. Strong organizational, time management, and multitasking skills with the ability to prioritize competing demands in a fast-paced environment. Proven conflict resolution, negotiation, and customer service skills with the ability to de-escalate concerns and achieve positive outcomes. Proficiency with Microsoft Office Suite and experience using property management systems (PMS), CRM platforms, or work order management software. Working knowledge of residential property operations, maintenance coordination, and preventative maintenance practices. Valid driver's license with the ability to travel locally to managed properties as business needs require. Preferred Qualifications Bachelor's degree in Hospitality Management, Business Administration, Real Estate, Property Management, or a related field. Three (3) or more years of experience in vacation rental or residential property management with direct responsibility for homeowner or client relationships. Experience using vacation rental software platforms such as Streamline, Breezeway, Escapia, Guesty, or similar property management systems. Knowledge of short-term rental operations, revenue management principles, and applicable state and local rental regulations. Experience coordinating cross-functional teams to resolve operational issues and improve homeowner and guest satisfaction. Demonstrated success in owner retention, client satisfaction, or property performance improvement. Strong analytical, decision-making, and problem-solving skills with a high degree of accountability, professionalism, and attention to detail.

Pay:

$22.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance

Experience:

Hospitality:

1 year (Preferred)

License/Certification:

Driver's License (Required)

Work Location:

In person