Owner Relations Manager
About the Role
The Owner Relations Manager is the primary relationship manager for the homeowners whose properties we manage. This role goes beyond traditional customer service. The goal is to build genuine, long-term relationships with our owners and make them feel valued, appreciated, and confident that their property is in good hands.
The ideal candidate is warm, personable, highly organized, proactive, and genuinely interested in people. They should enjoy getting to know homeowners personally, understanding what matters to them, and finding thoughtful ways to strengthen those relationships.
This person will also serve as the go-to person for owner questions, requests, and property concerns, working closely with our internal teams to make sure issues are handled quickly and nothing falls through the cracks.
This is a remote/hybrid role, requiring someone local to Fredericksburg or the surrounding area who can meet owners at properties as needed.
Responsibilities
? Serve as the primary point of contact for owner questions, requests, and concerns.
? Build strong relationships with homeowners and understand their goals, priorities, communication preferences, and expectations.
? Get to know owners personally and document important details such as birthdays, family milestones, interests, and special occasions.
? Communicate proactively and keep owners informed throughout the resolution of requests or issues.
? Take ownership of owner requests from beginning to end, coordinating with internal teams as needed.
? Coordinate maintenance, repairs, replacement items, supplies, landscaping, pest control, vendors, and other property-related needs.
? Notify owners of applicable damages, repairs, charges, or other material property concerns.
? Help manage the owner experience during new property onboarding and coordinate with Operations, Marketing, Revenue, Maintenance, and Housekeeping.
? Proactively check in with owners and identify concerns before they become larger problems.
? Help owners understand property performance, operational decisions, and opportunities to improve their property or guest experience.
? Advocate for owners internally while maintaining strong relationships across the company.
? Maintain organized records, follow-ups, and outstanding owner requests.
What Success Looks Like
A successful Owner Relations Manager will:
? Build genuine relationships with owners.
? Make owners feel heard, appreciated, and cared for.
? Communicate proactively and consistently.
? Follow through without needing to be reminded.
? Resolve problems quickly and professionally.
? Stay organized across multiple owners, properties, and requests.
? Identify potential concerns before they escalate.
? Build trust that leads to strong owner retention.
? Become someone owners know they can call when they need help.
At the heart of this role is a simple philosophy: our owners should never feel like a number. They should feel like valued partners whose homes, investments, and relationships matter to us.
Desired Skills
? Warm, personable, and relationship-oriented.
? Excellent written and verbal communication skills.
? Highly organized and detail-oriented.
? Proactive, accountable, and dependable.
? Strong problem-solving skills.
? Emotionally intelligent and comfortable handling difficult conversations.
? Able to manage multiple priorities and follow-ups at once.
? Comfortable working independently and across multiple departments.
? Comfortable learning software, reporting, budgets, and property performance metrics.
? Strong customer service mindset.
Qualifications
We care more about finding the right person than checking boxes on a resumé.
? Strong experience in a customer-facing, relationship management, hospitality, account management, or similar role.
? Excellent communication and organizational skills.
? Comfortable speaking directly with homeowners and handling difficult conversations.
? Comfortable using computers, spreadsheets, and business software.
? Reliable transportation and ability to visit properties when needed.
? Reliable laptop or computer and dependable internet access for remote work.
? Vacation rental, hospitality, real estate, or property management experience is helpful, but not required.
Work Location
This is a remote/hybrid position. We do not currently have a traditional office space, so the majority of your day-to-day work will be completed from home.
We strongly prefer candidates who live in Fredericksburg or the surrounding area and can be readily available locally when needed. While most owner communication can be handled remotely, this role may occasionally require meeting with owners in person, visiting properties, or attending property-related meetings.
Schedule
? Full-time position.
? Some flexibility may be required based on owner and business needs.
? Occasional evening, weekend, or after-hours communication may be required for escalated issues.