Owner Relations

Talent Sam; Gqeberha; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading hospitality management firm is seeking an Owner Relations Officer to enhance owner relationships and manage communications effectively. The ideal candidate should possess 1-2 years of supervisory hospitality experience, strong problem-solving skills, and proficiency with project management tools. This remote position requires excellent communication abilities and a commitment to owner success during EST hours.

Qualifications

• Experience in Hospitality, Business Administration, Marketing, or Communications.
• 1-2 years of hospitality experience in a team lead or supervisory role.
• Advanced proficiency in English.

Responsibilities

• Build relationships with property owners through active communication.
• Ensure timely responses to all owner communications.
• Manage and develop the performance of direct reports.

Skills

Communication skills

Problem-solving skills

Client relationship management

Project management

Education

Experience in Hospitality or Business Administration

1-2 years in a supervisory role

Tools

Clickup

Google Workspace

CRM software

Job description

The Owner Relations Officer is responsible for championing the owner’s relationship with the assigned portfolio.

Responsible for assisting with daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinates with different departments including Design, Maintenance, Finance, Listing, and Guest Experience teams to provide updated information and follow-ups.

Key Responsibilities :

• Be an owner advocate.
• Build relationships with property owners through active communication regarding their investment performance, regulatory, policy, and operational changes.
• Ensure all communications related to the assigned portfolio/market are responded to in a timely manner.
• Respond to phone calls within 3 rings or 2 minutes during business hours.
• Respond to emails, texts, WhatsApp, WeChat within 5 minutes during working hours (9 am - 9 pm EST) or within 12 hours outside of working hours.
• Actively monitor Slack and internal emails to respond within 2 minutes for urgent items and within 30 minutes for non-urgent items, during the first hour of the next scheduled shift if communicated outside office hours.
• Coordinate and follow-up on daily tasks including owner stays, quote approvals, onboarding, and P&L reports.
• Proficient in project management and online tools (e.g., Clickup, Google Workspace, Breezeway) and maintain client databases (CRM) for accuracy and currency.
• Collaborate with other departments to address owner requests and ensure high satisfaction.
• Cultivate trust and personal connections with owners to understand their needs and identify opportunities.
• Manage and develop the performance of direct reports.
• Communicate actively with internal team members and utilize resources to support owner success.
• Respond to communications from current and prospective clients to build rapport and resolve concerns.
• Manage client-related tasks in project management tools, ensuring timely progress and prioritization.
• Align projects with company goals and strategies.
• Provide creative insights and solutions to organizational challenges.
• Perform additional duties as assigned.

OH&S :

• Participate in improving company procedures and processes.
• Follow all procedures, guidelines, laws, and regulations.
• Promote a professional, respectful, and safe working environment.

Qualifications :

• Experience in Hospitality, Business Administration, Marketing, Communications, or related fields.
• Minimum 1-2 years of hospitality experience in a team lead or supervisory role.
• Excellent communication, interpersonal, and negotiation skills.
• Strong problem-solving and analytical skills.
• Ability to prioritize and manage multiple tasks and projects.
• Proficiency with project management tools and software.
• Ability to build and maintain strong client and stakeholder relationships.
• Understanding of financial reports, profit, and loss statements.
• Flexibility to work EST hours between 8 am and 10 pm, including weekends and public holidays.
• Comfortable working remotely with reliable high-speed internet.
• Language: Advanced or Professional Proficiency in English.

Soft Skills :

• Effective verbal and written communication skills in English.
• Self-motivated with the ability to multitask in a fast-paced environment.
• Adaptability to changing conditions and priorities.
• Professional demeanor and strong time management skills.
• Resilient and proactive attitude, capable of working under pressure.
• Creative problem-solving skills to address organizational challenges.