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OWNER EXPERIENCE ASSISTANT JOB DESCRIPTION

Pay Range: $24-$25/hour

Classification: Non-exempt (hourly)

OVERVIEW

The Owner Experience Assistant is primarily responsible for facilitating and maintaining a positive owner and guest experience, including managing inquiries, coordinating maintenance requests, providing information about property amenities, resolving any issues that may arise, and generally acting as a dedicated point of contact to ensure satisfaction with ownership at Tonopalo. The position reports directly to the Owner Experience Supervisor and to any instruction from the General Manager or Assistant General Manager. Changes in Tonopalo operations and procedures may result in additional responsibilities. All Owner Experience Assistants must be available seven days a week for all shifts, including holidays.

KEY RESPONSIBILITIES

Communication and Owner Relations:

• Answer phone calls and emails from owners regarding questions about their property, amenities, reservations, and general inquiries.

• Address owner concerns and complaints promptly and professionally, working to find solutions and ensure satisfaction.

• Maintain open communication with owners regarding important updates about the community, maintenance schedules, and upcoming events.

Facility Services:

• Complete pre-arrival inspections and final checklists for home readiness in accordance with Tonopalo standards of excellence. 

• Facilitate maintenance requests from owners and coordinate with the maintenance team to address issues timely.

• Monitor property status updates and provide owners with information about any maintenance activities affecting their unit.
• Open and close the lobby area, including coffee, pastries, and bar set up.
• Monitor and maintain the fire pit and grill area.
• Open and close the pool/spa area, set up furniture, and maintain cleanliness.
• Monitor pool/spa levels and chemicals and recalibrate accordingly.
• Shovel and operate a leaf blower to clear walkways and parking lot of snow and/or debris.
• Set up and manage beach equipment, including but not limited to chairs, umbrellas, kayaks, and paddleboards.
• Operate and maintain the buoy boat and provide owners with rides to their boats.

Concierge Services:

• Administer owner reservations, including coordinating check-ins and check-outs, and ensure accurate booking details.

• Welcome owners and provide valet service to their homes.
• Provide information about Tonopalo amenities and facilities, including hours of operation and booking procedures.
• Assist owners with local area recommendations, including dining options, activities, and attractions.

• Arrange special requests for outside services for owners.

Owner Events and Community Building:

• Coordinate and support owner events, as instructed by Supervisor. including meetings, social gatherings, and community updates.

• Update owner contact information for effective communication when necessary.

• Facilitate owner feedback mechanisms to gather input on operations and improvements.

Administrative Tasks:

• Maintain accurate records of owner information, property details, and reservations data.

• Collaborate with other departments within the community, such as maintenance and housekeeping, to ensure a seamless owner experience. 
• Update the operational working documents during and at the end of shift, detailing all important activities conducted and items that still need attention.

REQUIRED SKILLS

• High School Graduate or equivalent
• Excellent customer service skills and ability to build strong relationships
• The ability to lift fifty pounds and navigate stairs with ease
• Strong communication and people skills, both verbal and written
• Detail-oriented and organized with the ability to manage multiple tasks simultaneously
• Problem-solving abilities to address owner concerns effectively
• Knowledge of resort operations and procedures
• Ability and willingness to learn, utilize, and become proficient in relevant software systems for managing owner data and reservations 
• Proficiency in the operation of smart televisions, technology, and electronics in homes

OEA EXPECTATIONS

• Maintain a professional appearance and adhere to Tonopalo dress code policy and grooming standards. 

• Address, respond, and troubleshoot owner issues while owners are in house.
• Deliver excellent customer service at all times.
• Keep the reception area clean and tidy at all times.
• Maintain and display excellent knowledge of the local area. 

• Ensure owners receive the highest level of service during the time at their home.

COMPENSATION AND BENEFITS

• Competitive wages commensurate with experience
• Comprehensive benefits package including health insurance, retirement plan, paid time off, and more
• Opportunities for professional development and advancement in the workplace