Please note, this position is located at Solitude Mountain Resort in Solitude, UT

Year Round

JOB TITLE: Homeowner Relations Coordinator II DIVISION: Lodging

REPORTS TO: Senior Village Operations Manager LOCATION: SRL offices

CLASSIFICATION: FT Year round

PURPOSE OF POSITION: Alongside VP of Lodging and Senior Operations manager establish effective procedures to meet and exceed SRL owners’ needs. To be a knowledgeable resource for owners and guests. Build and maintain strong professional relationships with the homeowners in the rental program, meeting their expectations, establishing new contracts with home owners into the rental program. Ensure accuracy of reservations made on a daily basis for lodging.

To administer and support owner/guest functions to provide high quality service.

SPECIFIC JOB REQUIREMENTS:

• Must be a team player professional with the ability to work with a variety of personalities
• Must be positive, friendly and outgoing
• Must possess strong problem-solving skills especially when dealing with guest complaints
• Must be responsible with a strong work ethic
• Must be passionate and enthusiastic about service to the guest and the lodging industry in general
• Must possess a strong commitment and understanding of guest satisfaction
• Must be a self-starter with the ability to multi task as well as prioritizing tasks and workload by demonstrating excellent time management skills
• Must possess a keen sense of attention to detail
• Must have a strong background in guest service/hospitality with excellent follow through and prompt service
• Must be willing to learn new procedures and policies
• Must be willing to go the extra mile to exceed guest/owners’ expectations
• Must possess computer literacy with Word, Excel as well as possess excellent telephone skills
• Must have strong communication skills both written and verbal

JOB DUTIES AND RESPONSIBILITIES:

• Maintain constant communication with owners, provide outstanding guest service to owners and guests.
• Market research to see what the other property management companies are offering. Strategize ways of enticing new owners to join our pool.
• Complete onboarding and offboarding of new condos, including removal from SMS and Inntopia and relocating booked reservations.
• Demonstrate proactive owner problem resolution and document issues as they arise to review with the Director of Lodging.
• Plan, develop and implement a SRL homeowner update
• Develop new and innovative ways to strengthen our relationship with owners in the SRL pool and potential owners.
• Routinely call owners while they are in house to check on the quality of their stay
• Maintain an information system/file on each owner/unit noting any special requests or requirements including a check list system that provides verification that all owner related rental issues are handled smoothly and accurately. Address issues raised by owners and follow through on the request until completion including proper documentation
• Have a keen working knowledge of other departments within the lodging division and across the resort in order to work effectively in a spirit of cooperation and respect.
• Routinely distribute updated information pertaining to activities, restaurants, events and other information necessary to ensure owners/guests are well informed
• Actively monitor guest surveys to see trends that need to be addressed with owners or with Solitude management.
• Implement and monitor revenue enhancement strategies, for both Solitude and for owners.
• Work with the Club manager to enhance guest experience through activities offered and create SRL guest and owners only activities.
• Schedule deep cleans and inventory of kitchen items and replacement
• Perform condo departure inspections if needed. Create and maintain inventory list for all condos, Keep owners informed of damage or maintenance issue in their unit.
• Work with housekeeping to ensure each unit has an accurate inventory and supplies needed.
• Perform routine checks of each condo, it’s condition, maintenance or amenities needed and offer owner feedback/suggestions on improvements that can be made to make it more desirable for renters
• Report all maintenance issues and ensure completion of each work order.
• Work with guests on any condo issues/maintenance or updates and work out a schedule with owners
• Understand our billing procedures and ensure all billing is processed correctly
• Work closely with other departments and gather needed information to improve the experience for owners and guests.
• Work closely with SRL front desk to ensure owner arrivals are noted.
• Assist with delivery of mail and packages for owners
• May help oversee staff if needed

THE BENEFITS AND PERKS

At Solitude Mountain Resort, we offer a variety of employee benefits! First, you are lucky enough to be working in the beautiful, scenic Wasatch Mountains. Enjoy mountain activities before work, after work, on work breaks, and on days off! Activities include skiing, snowboarding, snowshoeing, cross country, hiking, mountain biking, climbing, and so much more. Work with other mountain enthusiasts. This is an excellent opportunity to socialize, meet great people, and attend employee events around the resort. Some events include unique opportunities like employee ski days, employee yoga, live music events, film festival ski movie features, and many more summer activities- at work! You get to work and play in the same place. Eligibility is dependent on all employee classification of work.

BENEFITS:

Ski and Ride

• Eligible employees receive a free Solitude season pass for themselves and eligible dependents. This includes unlimited skiing/riding for winter employees with no blackout dates and bike hauls for summer employees
• Free access to select Alterra Mountain Company Destinations throughout North America for you and eligible dependents
• Discounted Solitude lift tickets for your friends & family
• Discounted ski and ride lessons
• Free Nordic ski and snowshoe pass for the Solitude Nordic & Snowshoe Center for winter employees
• Ski and ride perks at other local resorts
• Complimentary UTA Ski Bus pass

Other Benefits

• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSA, FSA for eligible employees
• Discounts resort-wide for food, rentals, retail, lessons, and more
• Pro deals with hundreds of outdoor brands
• 401(k) plan with generous company match for all employees
• Free counseling service for you and your household members through our Employee Assistance Program