Overview
The Owner Relations Manager will be responsible for managing the relationships between Community Association Management team and its Suncadia and Tumble Creek homeowners. They will collaborate closely with the homeowners to ensure that their needs and expectations are met, and that they always receive excellent customer service. The Owner Relations Manager will be responsible for maintaining a positive image of the company and for ensuring that owners remain notified and satisfied with the services provided.
Annual Salary: $70,000.00 - $75,000.00
There's no place like Suncadia.
A premier all-season resort, Suncadia is tucked away on the sunny slopes of the Cascade mountains and offers guests three distinctive choices in hotel, Inn and private home accommodations. With more than 6,000 acres of forested mountain landscape, Suncadia features 40 miles of hiking and biking trails, thirty-six holes of golf, a luxury spa, and the 2.2 million-acre Wenatchee Washington National Forest right next door. Plus, unparalleled activities like outdoor concerts, fine dining, swimming, and more.
Why join our team?
It takes a balance of innovators, relationship builders, and risk-takers to showcase the magic of Suncadia. There’s no one like you, and the individuality of our associates is central to our success. We value integrity and seek service-minded individuals who are passionate about delivering greatness. Sound like you? Join us and enjoy the benefits of being on our team.
- Benefits: Full-time employees are eligible for medical, dental, vision, 401k (with a company match!) benefits, and more
- Perks: Enjoy free golf, discounts on resort retail and food & beverage, and more!
- A Balanced Life: Full-time team members are eligible for 2-weeks of PTO and holiday pay in their first year
- Travel is good for the soul: Experience destinations around the country with team member hotel discounts
- Growth: Opportunities for internal career growth and expansion
- Celebrate: Monthly team member gatherings, quarterly events, and the legendary Team Member Golf Tournament
- Be Part of the Magic: Trust us, seeing a first-time guest take in our Cascade views never gets old
*Eligibility may be based on job status
Responsibilities
- Develop and maintain positive relationships with owners Suncadia and Tumble Creek homeowners.
- Function as the primary point of contact for owners, responding to their queries, concerns, and complaints in a timely and professional manner.
- Work with the department teams to ensure that owners receive excellent customer service.
- Conduct regular reviews with owners to ensure that their needs and expectations are being met.
- Establish new cadence for new owner satisfaction calls after 1, 3, 6, and 12 months.
- Identify opportunities to improve the owner experience and make recommendations for changes to processes and procedures.
- Develop and maintain welcome procedures for new buyer to new owner transition, communication through means email, phone, and mail.
- Prepare reports on owner satisfaction and use this data to identify trends and areas for improvement.
- Works with property sales and marketing team to develop and implement owner communications and engagement strategies.
- Develop and maintain a thorough understanding of Suncadia’s products and services throughout the Hospitality, Real Estate and Development Departments as well as the broader industry landscape.
- Supports all aspects of the Owner Engagement Committee and Suncadia Club Membership and Membership Director.
- Help organize and execute owner events alongside Suncadia Club Membership, Owner Committee(s) and other department teams.
- Coordinates with HOA Admin Assistant/Office Manager to track buyer/seller database closing information from Title companies and Suncadia Real Estate
- Website and social media administrator, assisting owners in creating their online portal accounts and publishing email community newsletters and website updates for the various portals
- Assist the Community Associations, Suncadia Club Membership, and Suncadia Management teams as needed.
- Attend Boards, Annual Member, Committee, and other work group meetings (as needed)
Qualifications
- Bachelor's degree in Business Administration, Hospitality, Communications or related preferred
- 5 years of experience in a customer service or account management role.
- Experience in the hospitality or real estate industry preferred.
- Impeccable customer service skills and high attention to detail.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Proficiency in Windows, Microsoft Office, and customer relationship management (CRM) software.
- Familiarity with WordPress or similar HTML editing applications
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