Owner Services Manager

Job Description

Job Description

Description :

About Roberts Resorts & Communities :

This company operates nationally and is growing by the day. At Roberts Resorts & Communities, we're on a mission to build community and fulfilling dreams. Through our core values of resourcefulness, integrity, passion, and epic customer service, we're dedicated to making a difference in the lives of 30,000 families. If you're passionate about creating meaningful impact, thrive in a culture of integrity, and are committed to delivering exceptional service, we invite you to join us in turning visions into reality and shaping a brighter future together.

Position Summary :

The Owner Services Manager is responsible for serving as the primary point of contact for all owner-related activity at Village Camp Flagstaff. This position manages owner relations, facilitates administrative processes, handles billing and account maintenance, and ensures timely coordination of repairs, reservations, and services. This role requires a strong attention to detail, excellent communication skills, and the ability to balance hospitality with accountability. The Owner Services Manager also assists with general resort administration.

Performance Objectives :

• Ensures customers / residents receive a high level of service consistent with Roberts Epic Customer Service
• Respond promptly and effectively to resident inquiries, addressing concerns as needed
• Work closely with the General Manager and Vice President of Operations to address operational issues and ensure resident satisfaction.
• Serve as the primary liaison for cabin owners, handling all guest communication and service requests
• Set up and manage owner accounts in Newbook and Rent Manager
• Coordinate and track warranty issues, repair requests, and maintenance needs
• Enter and monitor owner submitted issues in maintenance software; oversee resolution and owner billing
• Respond to booking questions, event inquiries, and general communications from owners
• Schedule and coordinate owner newsletter and events
• Calculate and report monthly booking revenue splits for each owner
• Collect and calculate monthly utility usage and generate owner utility bills
• Ensure all charges, repairs, and fees are accurately recorded and communicated
• Oversee annual lease and rental contract signing processes
• Provide general administrative support for the resort, including invoice coding and spend tracking
• Manage day-to-day operations of the retail boutique, including ordering, inventory, and pricing
• Maintain availability for after-hours emergency situations and carry a company-provided cell phone
• Prepare reports such as warranty costs per cabin and costs per repair type (e.g., HVAC, plumbing, electrical)
• Compile and submit owner suggestions to the GM
• Create and maintain a list of approved vendors for all repair disciplines
• Photograph all cabin issues and completed repairs for documentation
• Ensure owners provide sign-off for completed repairs
• Coordinate monthly A / R billing and reconcile balances with the accounting department
• Create, chart, and compare utility usage per cabin on a monthly basis

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Requirements : KEY COMPETENCIES :

EDUCATION & EXPERIENCE :

PHYSICAL REQUIREMENTS :

Benefits :

COMMITMENT TO DIVERSITY :

Roberts Resorts & Communities stands firm in our commitment to Equal Employment Opportunity. We believe in a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. Diversity is our strength. We foster an inclusive environment where authenticity is valued, and everyone feels a sense of belonging. We empower individuals to reach their full potential and contribute their best. Join us in creating a workplace where diversity is celebrated, voices are heard, and excellence thrives.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers@robertsrc.com.