Owner Services Agent Job at SEA PINES RESORT LLC
SUMMARY
The Owner Services Agent I manages one or more lodging complexes and coordinates the activities of maintenance, housekeeping, and guest services for the lodging guests. She/he also acts as the primary Sea Pines contact with the owners of the lodging complex units to maintain rental revenue and the integrity of the rental units.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
On-site unit inspections, before arrival and after departure of guests (40% of time).
Owner communications and conferences (35% of time).
Other specific responsibilities (25% of time) include:
1. processing villa status change forms
2. securing estimates and approvals for maintenance and upgrading work
3. maintaining owner files and reviewing owner statements
4. performing annual inventories and scheduling annual cleanings
5. assisting in procurement of units
6. preparing special reports
7. order, pick-up, and deliver inventory items for owners in their absence
8. follow up work, review vendor invoices, and resolve billing conflicts
SUPERVISORY RESPONSIBILITIES
(None other than self-management and management of the facilities.)
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (some college work preferred) and minimum of two years related experience and/or training. Excellent communications, sales, customer service, and time management skills needed. Good computer skills needed. Accounting/finance and supervisory experience desirable. Experience in multi-unit maintenance operations helpful.
CERTIFICATES, LICENSES, REGISTRATIONS
Driver’s license
S.C. Real Estate license (Sales or Property Management)
LANGUAGE SKILLS
Ability to read, analyze, and interpret documents such as general business periodicals, professional journals, technical procedures, sales forecasts, Lodging reports, operating instructions, and procedure manuals. Must have strong verbal and written communication skills with ability to write reports and business correspondence. Ability to effectively present information and respond to questions from owners, guests, vendors, real estate agents and co-workers. Must be able to communicate (verbally and in writing) effectively and efficiently to owners, guests, vendors, real estate agents and co-workers.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and to apply them as needed on the job. Ability to analyze trends and apply concepts such as algebra, probability, and statistical inference to practical situations involving forecasts, owner satisfaction, and revenue projection.
REASONING ABILITY
This position functions with a minimum of direct supervision and requires the individual to be a self-starter, self-motivated, and have the ability to prioritize effectively. Owner Services Agents set their own work schedules and routines which requires self-direction and discipline. Decisions related to owner or rental unit problems, or needs must be made quickly and effectively based on a thorough knowledge of bookings, rates, quality of accommodations, and costs of repairs/maintenance. Must be responsible in acting as the dual agent for the owner and the resort and act quickly and effectively in handling requests in a courteous, friendly, efficient, and cost-effective manner.
SOCIAL SKILLS
Must be able to interact effectively directly and by telephone with owners, guests, vendors, and co-workers of diverse ages, backgrounds, and interests. Must have excellent communications and customer-service skills and be capable of handling effectively difficult owners and their complaints. Good listening skills are needed to facilitate problem solving. Day to day dealings with other departments and sharing of information are critical for success.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; and risk of electrical shock. The noise level in the work environment is usually moderate. High levels of driving from unit to unit are required. Physical hazards (insects and other animals, pool decks, outdoor decks, etc.) are present in entering, inspecting, and rearranging rental units.
ECONOMIC IMPACT
The impact of decision-making and the potential gain or loss to the resort in performing the job responsibilities.
The decision-making must ensure good owner service while seeking to maximize resort sales revenue and cost control. Other departments are dependent upon information regarding properties on the Sea Pines rental program. Failure to communicate fully in a timely fashion can have a major negative impact on all parties involved. Owner Services Agents make decisions within the parameters of the contract such as approving major repairs (exceeding $250) when the owner is unavailable. Maintenance costs must be weighed against the potential loss of revenue if the guest is moved. Decisions regarding quality of rental units affect the rental inventory, Reservations' ability to serve the demand, Real Estate agents, and the Sea Pines profits. Revenue is impacted by the ability to have the units available for rental and repairs completed quickly. Delays may result in discounts offered to resort guests as well as lost revenue to the owner and Sea Pines when the unit cannot be rented. The long-term viability of the Lodging rental program depends on procurement of new housing units by Owner Services.
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