Owner Services Manager - Residences at The Little Nell

Position Summary  
The Owner Services Manager serves as the primary point of contact for Owners following the purchase of their interest(s) at Residences at The Little Nell, providing exceptional service and support throughout the Owner experience. This position manages Owner reservations, vacation selections, rental program processes, and related reporting while maintaining accuracy and clear communication. The Manager builds strong Owner relationships, coordinates with property departments, resolves concerns, and supports Owner engagement and property operations. This position reports to the Director of Owner Services. 

The pay range for this position is $32.00 to $38.00 per hour.  Actual pay will be dependent on budget and experience; this hourly management role is eligible for The Residences at The Little Nell annual bonus program.

Job Posting Deadline
Applications for this position will be accepted until September 27, 2026.

Essential Job Functions/Key Job Responsibilities 
•    Welcome new Owners following the purchase of their interest(s), providing timely follow-up by phone and email and serving as a knowledgeable resource throughout the Owner experience 
•    Educate Owners on the property’s rental program, including the exclusive rental agreement available through the Managing Agent, rental opportunities, and applicable processes 
•    Explain and administer the Owner rotation system based on assigned Owner Letter Numbers, ensuring selections and assignments are handled accurately and equitably 
•    Conduct twice-yearly Owner selections for Planned Vacation Weeks (PVW) and Space Available Nights, including preparing individualized selection packets, managing expectations, organizing forms by applicable rotation priority, processing assignments, confirming selections, communicating waitlists, and explaining rental queue placement 
•    Proactively increase Owner usage of the property by facilitating Owner-to-Owner trades, PVW rentals, and advance booking opportunities for Owners anticipating future rental releases 
•    Enter and maintain all confirmed Owner and rental reservations in HMS, make timely updates, assign rental revenue to the appropriate Owners, and maintain supporting reservation spreadsheets for accuracy and reconciliation 
•    Provide Owners with weekly historical and future rental reports and maintain clear, timely communication regarding reservations, changes, and other Owner-related matters 
•    Serve as the primary liaison between Owners and all property departments, ensuring Owner requests, preferences, changes, and updates are communicated accurately and acted upon in a timely manner 
•    Build and maintain strong Owner relationships by addressing comments, suggestions, and complaints, escalating department-specific concerns to appropriate Department Heads, and using feedback to continually improve the Owner experience 
•    Participate in and assist with the coordination of Owner social events and other activities designed to enhance Owner engagement and satisfaction 
•    Collaborate closely with all property staff to maintain the highest quality of operations, assist other departments during periods of high demand, and serve as Manager on Duty one day per week 
•    Develop, maintain, and consistently follow departmental policies, procedures, checklists, and service standards while conducting all responsibilities in an ethical, professional, and exemplary manner 
•    Other duties as assigned