As the Director of Owner Relations, you’ll act as a liaison between the Condo buyers, Hotel Owners and Evolution Hospitality. You’ll be responsible for providing a level of comfort, understanding and urgency that establishes solid credibility on behalf of the management company and that leaves each owner feeling like a VIP. Additionally, you will work in an environment that values not only your results, but also the way in which you lead and interact with people. You will resolve owners/guest issues and complaints, provide the appropriate pre-planning for all Costa Hollywood VIP stays and follow up on guest alerts. In addition, you’ll oversee all the duties of the Owner Relations Desk while providing the highest level of service to our owner and guests while following corporate and hotel Signature Standards.
Exempt managers must customarily and regular direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgement more than 50 percent of the time.

QUALIFICATIONS:

• Minimum of 2 years combined experience in a hotel property of similar size and quality
• Experience in guest service management is required
• Associate degree or equivalent is preferred
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must have excellent supervisory and interpersonal skills
• Ability to work a varied schedule that may include evenings, nights, holidays and weekends
• Possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate leadership abilities.

• Create a welcoming first impression for our owners by providing a warm and genuine greeting upon arrival and throughout their stay
• Explain and promote Rental Management Agreement (RMA) to potential buyers and enroll existing owners who are not in the RMA program
• Introduce new owners to the property and to the Rental Management Program
• Handle owner/unit reservations requests in a quick, accurate and efficient manner
• Invite owners to applicable VIP and special events
• Conduct routine audits to detect owners who are non-compliance with the rental policy
• Review Monthly Owner Revenue Reports and statements
• Be point of contact between HOA, Hotel Owner and hotel Operator
• Communicate with owners about all aspects of their unit, including RMA bill backs and revenue
• Review status of resale market
• Review monthly revenues to ensure the RMA guidelines are being followed
• Be point of contact for Realtors and prospective buyers
• Oversee VIP program
• Follow up with VIP’s and hotel guests during their stay to provide additional services and ensure any issues are addressed prior to departure
• Ensure that Colleagues are providing exemplary guest service in accordance with brand standards
• Ensure owner needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Interview, hire, coach and develop Colleagues
• Prepare and adjust accordingly weekly work schedules in accordance with staffing guidelines and labor forecasts and business needs
• Authorize requests for personal time off, holidays for Colleagues, schedule changes, overtime, and expenditures
• Attend staff meetings, performing daily pre-shift meetings and other meetings as needed
• Approve and submit payroll
• Provide proper training to new Colleagues
• Maintain an efficient system of communication, between Owner Relations Department and other departments, with particular attention to guest satisfaction
• Interact with Colleagues in a professional manner while assisting other departments as necessary
• Demonstrate the Evolution Hospitality Values and Guiding Principles