The Owner Relations Concierge role is responsible for integrating the ownership experience at Terranea seamlessly with all resort operations. Responsibilities include excellent ability to communicate internally and externally with a high-profile clientele. Technical expertise is a must and a working knowledge of Opera Systems front office and guest profile modules is required. Working knowledge of resort and departmental hotel operations is a must. Proficient in Microsoft Excel, and other Microsoft office applications also required. This position serves as a first point of contact for future potential business of Terranea Resort and is expected to represent the Resort professionally in their interaction with potential owners.

• Processing of reservation calls from owners
• Designing, Creating, and Mailing of Owner Newsletter on a Quarterly basis with assistance from marketing communications department
• Meeting and Greeting all owners or guest of owners upon arrival
• Verify that amenities have been ordered day before arrival by concierge team
• Maintain all owner preferences per the preference cards that have been returned
• Process all owner and guest of owner reservations and protect units day before arrival and upon departure if possible
• Ensure concierge is completing pre-arrival calls 2 weeks before arrival
• Inspect all owner and guest of owner units 2 or 3 days before arrival date and delegate necessary fixes needed by housekeeping or engineering
• Ensure all owners have received owner ID Cards, Owner Keys, and Owner Parking Stickers
• Ensure all owned units are cleaned upon departure of all guests same day
• Ensure all owned units are clean for regular guest arrival by 4pm at all times
• Ensure you have audited all reservations income and commission on rental statements received from owner accounting against actual
• Ensure you have audited all UMA expenses on UMA statements received from owner accounting
• Maintain continuous communication with the Director of Ownership Services as it relates to ownership at Terranea.
• Perform general office duties and assist other personnel, as required.
• Maintain a positive working relationship with departments interacting with owners.
• Stay abreast of industry trends and make recommendations of changes which would affect operations.
• Familiar with legality of contractual agreements and actively participate in ongoing training opportunities.
• Must be able to effectively deal with internal & external guests, some of whom will require levels of patience, tact and diplomacy to defuse anger, collect factual information and resolve conflict.
• Must be able to communicate verbally and in writing in English and prepare dynamic proposals.
• Ability to access and accurately input information using a moderately complex computer system.
• Provide hands on support during peak business times.
• Must be able to lift, push, and pull a minimum of 25 lbs.
• Must be able to stand/walk/sit 6-8 hours per day.

Additional Duties & Responsibilities:

• Motivates and actively contributes to a work environment in which associates are productive
• Establish, measure, monitor, and evaluate processes and polices
• Attends department and other property meetings as required.

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Resort departmental operational experience working in a prominent guest interactive department is required. Knowledge in computer systems related to front office and guest profile management and technical proficiency in Microsoft applications is required. Customer service experience in a high-volume environment is necessary for success in this role, with the ability to problem solve, identify and find solutions. A strong financial competency is highly desired.

• Skills
  • Excellent communication skills – both verbal and written required
  • Excellent organization and time management skills
  • Good interpersonal skills required
  • Excellent listening skills required
  • Opera System skills of front office and guest service modules required
  • Hotel department operational knowledge required

• Abilities:
  • The ability to work well in a team
  • Ability to learn quickly
  • Must be adaptable and flexible
  • Ability to multi-task
  • Remain calm and professional under stress
  • Ability to maintain a positive attitude
  • The ability to handle conflict and confrontation
  • Ability to work with little or no supervision
  • Be able to make decisions, possess good judgment

Experience, Education, & Licensure:

• High school graduate or GED
• College degree preferred

Compensation:

Base Pay Start Rate: $27/Hr.

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

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