Roelens Vacation Rentals ยท 6 days ago
Lead Owner Relations Manager
Cape Coral, FL
Full-time
Onsite
Senior Level, Lead/Staff
$65K/yr - $80K/yrRoelens Vacation Rentals is seeking an experienced Owner Relations Manager (ORM) Team Leader to guide their Owner Relations team in providing exceptional service to vacation rental homeowners. The role involves team leadership, oversight of owner relations, and driving operational excellence while ensuring strong relationships with owners.
Hospitality
Responsibilities
Develop and review department processes, implement approved processes, and consistently supervise to ensure all processes are followed at all times
Lead, mentor, and support the Owner Relations team, fostering a positive, high performance culture
Provide regular coaching, training, and performance feedback
Monitor workload distribution to ensure timely and effective service delivery
Support onboarding and development of new team members
Support and guide the team of ORMs in understanding and applying consistent communication practices that build strong, meaningful relationships with owners
Ensure owners receive timely, professional, and comprehensive support from the team
Serve as the primary escalation point for complex or sensitive owner concerns
Maintain strong relationships with owners through proactive communication and follow-up
Oversee quality and accuracy of owner communications, statements, updates, and documentation
Monitor team compliance with procedures, service standards, and response expectations
Identify process improvements to enhance owner and guest experience
Collaborate with internal departments including Operations, Accounting, Revenue Manager and Guest Services
Track team performance metrics and owner satisfaction trends
Conduct regular team meetings and updates
Partner with leadership to set goals and implement best practices
Guide the team in identifying root causes and implementing proactive solutions
Support the resolution of owner and guest concerns with empathy and professionalism
Ensure consistency and clarity in messaging across the owner portfolio
Qualification
Required
Hospitality industry experience required; Hotel or vacation rental experience preferred
Proven experience in leadership, team supervision, or mentorship
Strong written and verbal communication skills
Exceptional interpersonal and relationship-building abilities
High level of organization with the ability to manage multiple priorities
Strong problem-solving and decision-making skills
Proficiency in MS Office (Word & Excel)
Comfortable working in a fast-paced and service-focused environment
Preferred
Hotel or vacation rental experience preferred
Benefits
Paid time off such as PTO, sick days, and vacation days
401K
Health insurance
Life insurance
Vision insurance
Retirement benefits or accounts
Long-term & Short-term disability insurance
Company
Roelens Vacation Rentals
Roelens Vacations is a vacation rental property management company that is passionate about delivering happiness to all our guests.
Founded in 2010
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase