Description
COMPANY OVERVIEW:
Exclusive 30A is a premier luxury rental company dedicated to providing unforgettable experiences for our discerning guests in the beautiful 30A area of Florida. We offer an array of sophisticated abodes in the best locations along the corridor—Inlet Beach, Laguna Beach, Miramar Beach, Rosemary Beach, Seacrest, Seagrove, Seaside, WaterColor, Watersound and West 30A.
POSITION SUMMARY:
We are seeking a Director of Owner Services to lead our homeowner relations team in Santa Rosa Beach. This dynamic role combines strategic relationship building with operational excellence, requiring someone who can balance big-picture vision with meticulous attention to detail. You'll serve as the architect of exceptional owner experiences—from initial acquisition through long-term partnership—while leading a dedicated team of Owner Relations Managers. The ideal candidate thrives in a creative, solution-oriented environment where no two days are the same, bringing both innovative thinking and practical execution to cultivate lasting relationships with luxury property owners throughout the 30A community.
RESPONSIBILITIES:
Owner Acquisition, Onboarding & Relationship Development
- Serves as the primary contact for prospective homeowners throughout the acquisition and onboarding process, establishing trust and clear expectations from the outset.
- Builds relationships with new property owners through proactive communication, detailed onboarding, and education about Exclusive 30A's standards, systems, and services.
- Works closely with Revenue Management and Marketing to prepare and present proformas, rate strategies, and performance projections for prospective homes.
- Conducts property walkthroughs with new owners to provide insights on potential improvements, upgrades, or design enhancements to optimize rental performance.
- Oversees new home onboarding to ensure smooth integration into the Exclusive 30A portfolio, coordinating with Operations, Design, and Maintenance teams.
- Personally introduces new homeowners to their assigned Owner Relations Manager, ensuring a smooth handoff and continuity of relationship.
- Engages with local realtors, developers, and community partners to create a consistent pipeline of new homeowner leads.
- Represents Exclusive 30A at networking events, community partnerships, and real estate functions to enhance brand visibility and drive acquisition opportunities.
- Collaborates with Marketing and Sales to execute homeowner acquisition campaigns and promotional initiatives.
Leadership & Oversight
- Leads, coaches, and develops the Owner Relations Managers to deliver consistent, high-quality service to all homeowners.
- Establishes clear goals and accountability metrics for the Owner Services department, ensuring alignment with company objectives.
- Provides strategic guidance and support to the team for handling complex or escalated homeowner issues.
- Conducts regular performance reviews and one-on-one meetings to assess service delivery, communication quality, and retention outcomes.
- Works directly with the General Manager to identify departmental needs, staffing priorities, and workflow improvements.
Owner Experience & Service Excellence
- Oversees homeowner communications to ensure all touchpoints reflect professionalism, transparency, and brand consistency.
- Supports Owner Relations Managers in maintaining proactive communication with homeowners regarding bookings, maintenance, and performance.
- Reviews homeowner monthly statements with Accounting to verify accuracy, cost allocations, and adherence to contract terms.
- Collaborates with Design and Operations to coordinate special projects, installations, or upgrades for owner properties.
- Partners with Marketing to ensure owner-facing materials and communications accurately represent Exclusive 30A's luxury standards.
- Implements owner appreciation programs, such as milestone recognition, personalized gifts, or exclusive events.
Revenue, Retention & Growth
- Collaborates with Revenue Management to monitor performance, occupancy trends, and rate strategies across the homeowner portfolio.
- Leads strategic discussions with homeowners regarding pricing, revenue optimization, and investment returns.
- Identifies at-risk homes or owners and proactively develops retention plans to maintain portfolio stability.
- Reviews performance metrics and contributes to quarterly and annual forecasting efforts.
- Partners with the General Manager and leadership team on strategies to increase homeowner satisfaction, referrals, and retention.
Cross-Department Collaboration
- Partners closely with Operations, Design, Housekeeping, Maintenance, and Accounting to ensure homeowner needs are met consistently and efficiently.
- Coordinates with Marketing on owner acquisition content, brand initiatives, and external presentations.
- Participates in leadership and budget meetings to provide updates on acquisition progress, retention health, and departmental priorities.
- Ensures that communication between Owner Relations, Revenue, and Operations remains aligned to deliver seamless service to every homeowner.
QUALIFICATIONS:
- High school diploma or equivalent is required. A four-year college degree is preferred.
- Minimum of 2+ years of experience in the hospitality industry
- Excellent verbal and written communication skills.
- Proficiency in property management software and CRM systems preferred.
- Ability to handle and resolve conflicts effectively.
- Strong attention to detail and a commitment to maintaining high standards.
- Capacity to work independently and collaboratively as part of a team.
COMPENSATION & BENEFITS:
Annual Salary: $75,000 - $80,000
Benefits:
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Life insurance
- Dental insurance
- Vision insurance
- Retirement benefits or accounts
- Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
- Long term disability insurance
- Short term disability insurance
Schedule:
Remote position but candidate must reside in the 30A area.