Owner Relations Specialist

MasAlto; Philippines; Remote; PHP 2,828,000 - 4,085,000; Full time

Job summary

Corporate Stays is seeking an Owner Relations Specialist to serve as the primary contact for property owners across LATAM, delivering exceptional service and building lasting partnerships.

You will coordinate with Operations, Reservations, Revenue Management, and other teams, manage owner communications via email, phone, WhatsApp, and tickets, and ensure timely updates and resolutions.

Qualifications

• Excellent English communication is required.
• Strong customer service and relationship management.
• Experience with CRM platforms, ideally HubSpot.
• Exceptional organizational and time-management abilities.
• Hospitality, property management, or related experience preferred.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary contact for property owners across LATAM markets.
• Build and maintain long-term owner relationships through proactive communication and excellent service.
• Respond promptly to owner inquiries via email, phone, WhatsApp, and support tickets.
• Coordinate with Operations, Reservations, Revenue Management, Housekeeping, Maintenance, Finance, Sales, and other departments to resolve owner requests.
• Maintain accurate and complete records of all owner communications in the CRM.
• Schedule and conduct owner meetings; prepare for meetings with relevant information from internal teams.
• Review AI-generated meeting notes for accuracy and document outcomes, commitments, and follow-ups.

Skills

English communication

Customer relationships

Communication skills

Organizational skills

HubSpot

Multitasking

Attention to detail

Hospitality experience

Tools

HubSpot

Job description

Position: Owner Relations Specialist

Location: Remote

Employment Type: Full-Time

Freelancer Work Arrangement: Work from Home

About Us

For over 15 years, Corporate Stays has been a trusted leader in providing premium furnished accommodations across Canada and Latin America. We specialize in corporate housing, extended stays, relocation solutions, and premium serviced apartments for business travelers, relocating employees, insurance clients, and project-based stays. With thousands of apartments across multiple markets and a growing international team, we are committed to delivering exceptional experiences for both our guests and our property owners.

About the Role

The Owner Relations Specialist is responsible for delivering an outstanding experience to our property owners by serving as their primary point of contact throughout the entire relationship with Corporate Stays. This role focuses on building long-term partnerships, managing owner communications, coordinating internal teams, and ensuring that owner requests are resolved efficiently and professionally. The ideal candidate is highly organized, customer-focused, and passionate about creating positive experiences while maintaining strong operational follow-through.

Key Responsibilities

• Owner Relationship Management • Serve as the primary point of contact for property owners across Panama, Paraguay, and future LATAM markets.
• Owner Relationship Management • Build and maintain long-term relationships with property owners through proactive communication and exceptional customer service.
• Owner Relationship Management • Respond promptly to owner inquiries via email, phone, WhatsApp, and support tickets.
• Owner Relationship Management • Ensure owners receive timely updates throughout the resolution process.
• Owner Support & Case Management • Monitor and manage all incoming owner inquiries, requests, and support tickets.
• Owner Support & Case Management • Review, organize, and prioritize owner requests based on urgency and business impact.
• Owner Support & Case Management • Ensure owner concerns are handled professionally and resolved within established service levels.
• Owner Support & Case Management • Keep owner tickets active until all concerns have been fully resolved and confirmed by the owner.
• Owner Meetings & Communication • Schedule and conduct owner meetings whenever necessary.
• Owner Meetings & Communication • Prepare for meetings by gathering relevant information from internal teams.
• Owner Meetings & Communication • Review AI-generated meeting notes for accuracy.
• Owner Meetings & Communication • Document meeting outcomes, commitments, and follow-up actions in the CRM.
• Cross-Functional Coordination • Coordinate with Operations, Reservations, Revenue Management, Housekeeping, Maintenance, Finance, Sales, and other departments to resolve owner requests efficiently.
• Cross-Functional Coordination • Create, assign, and monitor follow-up tasks for internal teams.
• Cross-Functional Coordination • Track action items until completion and provide owners with progress updates.
• Documentation & CRM Management • Maintain accurate and complete records of all owner communications.
• Documentation & CRM Management • Update CRM records with conversations, meeting notes, action items, and resolutions.
• Documentation & CRM Management • Ensure transparency and continuity across all owner interactions.
• Continuous Improvement • Identify recurring owner concerns and operational trends.
• Continuous Improvement • Recommend process improvements to enhance the owner experience.
• Continuous Improvement • Support owner onboarding and offboarding activities when required.
• Continuous Improvement • Contribute to initiatives that improve owner satisfaction, retention, and operational efficiency.

Performance Goals

Success in this role will be measured through key performance indicators (KPIs), including:

• First Response Time for Owner Support Tickets
• First Response Time for Owner WhatsApp Messages
• Ticket Resolution Time
• Owner Satisfaction Score (CSAT)
• Number of Owner Tickets Resolved
• Percentage of Tickets Resolved Within SLA
• Follow-up Completion Rate
• CRM Documentation Accuracy
• Owner Meeting Completion Rate
• Open Ticket Backlog
• Owner Retention & Relationship Quality
• Internal Task Completion Rate
• Process Improvement Contributions

Qualifications

• Excellent English communication skills
• Exceptional customer service and relationship management skills.
• Strong written and verbal communication.
• Excellent organizational and time-management abilities.
• Experience using CRM platforms (HubSpot preferred).
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Experience in hospitality, property management, customer success, account management, or owner relations is highly preferred.

Success Profile

The ideal candidate is proactive, empathetic, highly organized, and committed to delivering exceptional service. They enjoy building strong relationships, solving problems collaboratively, and coordinating across multiple departments to ensure every property owner feels valued, informed, and supported throughout their partnership with Corporate Stays.