Rental Relationship Manager

2 days ago


Newport News, Virginia, United States Relax & Company Full time
Rental Relationship Manager

At Relax & Company, we're seeking a skilled Rental Relationship Manager to join our team. This role is crucial in ensuring the satisfaction of our valued clients and contributing to the growth and success of the company.

Key Responsibilities:
  • Build and maintain long-lasting 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, including 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.
  • Manage property management software and online travel agencies (OTAs).
  • Execute detailed service contracts, including meeting with homeowners and preparing appraisals and contracts.
  • Manage the team responsible for executing annual listing agreements and guest leases for short-term rentals.
  • Onboard listings once service contracts are signed and manage the team responsible for all photography for all real estate listings.
  • Manage guest reservations, answer questions, bill for add-ons, and ensure guest satisfaction during their stay.
  • Schedule home repairs with department heads responsible for this.
  • Recommend policies and procedures to facilitate a quality client relationship experience.
  • Adhere to service levels and requirements for the Company.
  • Adhere to the policy for recording, assessing, and analyzing client feedback.
  • Identify and recommend updates and expansions to technology, equipment, and policies that may improve client experience and retention.
  • Act as a sales bridge between the client and other divisions in the company.
Requirements:
  • 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 and Experience:
  • Associate's degree in business, marketing, or related field, preferred.
  • 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.


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