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Property Manager
The Property Manager owns the end-to-end homeowner experience for their assigned portfolio. This role serves as the single point of accountability for property performance, homeowner satisfaction, and operational execution.
CORE RESPONSIBILITIES
1. Homeowner Relationship Management
Primary Point of Contact & Trusted Advisor
- Serve as the dedicated single point of contact for all homeowner inquiries, concerns, and requests
- Build trusted, long-term relationships rooted in transparency, follow-through, and credibility
- Proactively anticipate risks related to performance, condition, or satisfaction and address them before escalation
- Conduct regular proactive check-ins with homeowners
- Deliver difficult conversations (maintenance issues, damages, policy changes) with clarity, empathy, and solutions
Consultation & Guidance
- Confidently discuss property performance, revenue drivers, and market dynamics
- Guide homeowners on pricing strategy, marketing optimization, and improvement investments
- Clearly explain tradeoffs, constraints, and decisions
- Maintain detailed homeowner history, preferences, and risk indicators in CRM
Retention & Growth
- Identify at-risk homeowners and execute retention plans
- Serve as the homeowner advocate in internal discussions and decision-making
2. Portfolio Operations Management
Property Oversight
- Own day-to-day operational performance for a portfolio averaging 40-80 units (market dependent)
- Ensure properties meet brand, cleanliness, maintenance, and readiness standards
- Conduct and review inspections; address recurring issues through permanent solutions
- Monitor property condition trends and recommend preventative maintenance
Operational Decision-Making
- Coordinate with POD and/or third-parties to resolve issues efficiently
- Own work order outcomes, not just submission or tracking
- Make day-to-day decisions independently
- Monitor and actively manage operational cost per property
Inspection Strategy & Scheduling Authority
- Own inspection strategy and cadence for the assigned portfolio
-
Independently schedule and prioritize inspections based on:
- Owner arrivals and owner usage
- VIP and high-risk guest arrivals
- Recent maintenance issues or guest feedback
- Property complexity, size, and condition
- Time elapsed since last physical walkthrough
- Ensure each property is physically or virtually inspected on a regular, proactive cadence
- Document inspection findings, trends, and follow-up actions clearly
- Escalate systemic issues for process improvement
Quality & Compliance
- Review guest feedback and address property-specific issues at the root cause
- Ensure compliance with local regulations, HOA requirements, and brand standards
3. Departmental Partnership & Accountability
Cross-Functional Ownership
- Partner with Revenue, Marketing, Finance, Onboarding, Compliance, and Maintenance teams to deliver outcomes
- Translate internal recommendations into clear homeowner actions and decisions
Execution & Follow-Through
- Submit requests following established protocols
- Track open items through resolution
- Provide feedback to teams on process gaps and improvement opportunities
4. Revenue & Performance Optimization
- Demonstrate working knowledge of revenue management principles
- Confidently communicate pricing and performance decisions to homeowners
5. Onboarding & Transitions
- Lead homeowner relationship onboarding in partnership with onboarding and sales teams
- Set expectations early around communication cadence, standards, and decision-making
- Manage property offboarding with professionalism and feedback capture
REQUIRED QUALIFICATIONS
- 3–5 years experience in property management, hospitality, or portfolio-based client management
- Technical computer skills required on all forms of hardware – laptops, cell phones, tablets
- Dependable, self-motivated, and able to work independently while contributing to a collaborative team environment.
- Ability to be highly organized while multi-tasking
- Comfort discussing money, performance, and tradeoffs with homeowners
- Strong operational judgment and follow-through
- High emotional intelligence and accountability mindset
- Comfortable operating in a fast-moving environment where structure is still being built
PERSONAL ATTRIBUTES
- Proactive and self-directed; takes ownership without being asked
- Solutions-oriented with strong follow-through
- Adaptable and comfortable with ambiguity
- Detail-oriented while maintaining big-picture judgment
- Collaborative team player with integrity and professionalism
- Extremely organized and able to manage multiple projects at one time
PHYSICAL REQUIREMENTS & WORK
ENVIRONMENT
- Ability to conduct property inspections requiring walking, stairs, and physical assessment
- Work may take place indoors or outdoors, in a variety of settings including private homes, resorts, offices, condo buildings, laundry or storage facilities -often in varying weather conditions.
- Ability to adapt schedule based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, holidays. The role requires extreme schedule flexibility.
- Hybrid work environment with requirement to work in the field for property inspections.
- Reliable transportation required.
- Regular travel within the locally assigned market and/or region.
- Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching) and ability to lift up to fifty (50) pounds without assistance.
COMPENSATION & BENEFITS
- Competitive base salary
- Performance-based bonus tied to portfolio performance and homeowner satisfaction
- Comprehensive benefits package
- Professional development and career advancement opportunities
- Company-provided cell phone
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