The Homeowner Experience Coordinator II is responsible for the successful execution of the day to day needs of Owners in the Intrawest Honua Kai Hospitality Management (IHKHM) rental program. These responsibilities will include inspecting Owners’ homes to ensure they are maintained to our standards, working with Resort staff to ensure homes are maintained to our standards, scheduling maintenance work to be done, as well as communicating with different types of owners via email, phone and in person. This position reports directly to the Homeowner Experience Manager and will work with the Homeowner Experience Team to assist in achieving the goals of the department.
The ideal candidate will:
a) Be available and willing to work when scheduled; this may include evenings, weekends, and/or holidays. Report to work on time and when scheduled.
b) Take pride in presenting a professional image; wear proper clothing, including nametag, and adhere to company grooming and personal appearance policy.
c) Understand the importance of and demonstrate Honua Kai Resort & Spa’s Mission, Vision, Core Values, and Service Standards.
ESSENTIAL DUTIES & RESPONSIBILITIES
a) Assist with scheduling of preventative maintenance work and deep cleans
b) Process Owner reservations, requests, payments, billing, and purchase orders
c) Inspect owner homes and schedule work to be performed to address any deficiencies
d) Assist with the maintenance of Owner agreements, owner website, insurance certificates and departmental reports
e) Provide service to owners that creates a warm and welcoming atmosphere
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential duties & responsibilities.
a) High School Diploma or equivalent required
b) Bachelor’s Degree in Business Management, Hospitality Management, or equivalent preferred
a) Prior customer service experience required
b) Minimum 1 to 2 years of resort or lodging operational experience at a mid to large-scale property of similar size and scope preferred
c) Resort experience preferred
Skills & Abilities
a) Proficient in use of computers to include Microsoft Office Suite, including solid working knowledge of Excel, Word and PowerPoint.
b) Able to successfully manage multiple, high priority tasks.
c) Organizational, visual, and verbal skills necessary to deliver high-quality oral and written communications in the English Language. Other languages are beneficial.
a) Able to lift, carry, or otherwise move and position a minimum of 20 lbs on an occasional basis.
b) Manual dexterity to operate a computer on a constant basis.
c) Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
d) Ability to work for extended periods of sitting, walking, speaking, on a frequent basis.
- Occasional: less than 30% Frequent: 30 – 70% Constant: greater than 70%
Managers, supervisors and exempt associates are expected to demonstrate the following core competencies:
Demonstrates personal excellence: Is honest and principled; resilient and optimistic during changing circumstances, exhibits confidence, and develops self by seeking and learning from feedback.
Builds and fosters relationships: Shares knowledge; is a team worker; works effectively across groups; communicates clearly; and helps build understanding in others.
Champions the guest: Service orientation (looks at decisions and actions from a guest point of view), business development (drives the best match between company services and products and guest requirements), and delivers total guest experience.
Develops successful strategies: Translates strategy to clarify direction and to gauge impact, has local market industry awareness and a strong business acumen.
Creates the new and different: Is innovative and analytical; takes reasonable risks, and seeks continuous improvement.
Builds diverse talent: Manages and empowers people, celebrates success, and drives high performance.
Drives results: Effectively plans and manages multiple projects and tasks; handles problems and acts on own initiative; and demonstrates personal accountability.