Rental Relationship Manager - Relax & Company
Croydon, NH 03773
About the Job
Job Summary:
The Rental Relationship Manager plays a crucial role in ensuring the satisfaction of Relax & Company’s valued clients and contributing to the growth and success of the company. The Rental Relationship Manager is responsible for managing all short-term rentals and turnover of all contracted rentals. Primary duties will encompass building and nurturing long-lasting/ongoing home owner and short-term rental client relationships, collaborating with various departments to provide excellent services, addressing client concerns promptly, and identifying opportunities for further company objectives and goals. This role requires strong industry knowledge and exceptional written and oral communication. This position is the main point of contact for clients which in turn delivers an exceptional level of customer service. This position has no direct reports.
Primary Duties:
Build and maintain ongoing, enduring relationships with clients, understanding their needs, and ensuring their satisfaction with our services.
Collaborate with various department teams to ensure service excellence and seamless delivery of all services such as property management, rental support, and concierge services.
Address and resolve any issues or concerns raised by clients in a timely and satisfactory manner.
Identify opportunities to deliver additional services to existing clients, contributing to company growth.
Ensure a high level of client retention and satisfaction through excellent client service and relationship management.
Responsible for managing property management software & OTA.
Responsible for the team managing PMS and OTA websites.
Responsible for executing detailed service contracts. This includes meeting with homeowners, and tour homes, to prepare an appraisal and contract. Responsible for executing a detailed service contract before onboarding the client.
Responsible for the team executing annual listing agreements.
Responsible for the team executing guest leases for short-term rentals.
Responsible for the team onboarding listings once the service contract is signed.
Manages the team responsible for all photography for all real estate for all listings.
Responsible for guest management. This requires communicating with the guests, creating reservations, answering all questions, billing for add-ons, ensuring guest satisfaction during their stay, etc. Must be available for emergency calls from guests while they are enjoying their stay.
Responsible for scheduling home repairs with the department heads responsible for this.
Recommends policies and procedures to facilitate a quality client relationship experience.
Adheres to service levels and requirements for the Company.
Adheres to the policy for recording, assessing, and analyzing client feedback.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve client experience and retention.
Acts as a sales bridge between the client and other divisions in the company.
Performs other related duties as assigned.
Skills:
Excellent verbal and written communication skills.
Exceptional interpersonal and client service skills.
Fair knowledge of the principles, procedures, and best practices in the industry.
Organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Proficient with Google Suite and other CRM platforms and other relevant technology.
Education:
Associate’s degree in business, marketing, or related field, preferred.
Experience:
5+ years of experience in the landlord/tenant rentals space, preferably in the property management or hospitality industry.
Physical Requirements:
Physical presence throughout active job sites and client homes is required, when necessary.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 25 pounds at times.
Other:
This job description was written for Relax & Company for the role of Rental Relationship Manager. This position is required to fulfill “other duties” as assigned by the manager as it fits within the scope of the position.
PI251551167