Owner Services Manager

Job Description

Position Summary  
The Owner Services Manager serves as the primary point of contact for Owners following the purchase of their interest(s) at Residences at The Little Nell, providing exceptional service and support throughout the Owner experience. This position manages Owner reservations, vacation selections, rental program processes, and related reporting while maintaining accuracy and clear communication. The Manager builds strong Owner relationships, coordinates with property departments, resolves concerns, and supports Owner engagement and property operations. This position reports to the Director of Owner Services. 

The pay range for this position is $32.00 to $38.00 per hour.  Actual pay will be dependent on budget and experience; this hourly management role is eligible for The Residences at The Little Nell annual bonus program.

Job Posting Deadline
Applications for this position will be accepted until September 13, 2026.

Essential Job Functions/Key Job Responsibilities 
•    Welcome new Owners following the purchase of their interest(s), providing timely follow-up by phone and email and serving as a knowledgeable resource throughout the Owner experience 
•    Educate Owners on the property’s rental program, including the exclusive rental agreement available through the Managing Agent, rental opportunities, and applicable processes 
•    Explain and administer the Owner rotation system based on assigned Owner Letter Numbers, ensuring selections and assignments are handled accurately and equitably 
•    Conduct twice-yearly Owner selections for Planned Vacation Weeks (PVW) and Space Available Nights, including preparing individualized selection packets, managing expectations, organizing forms by applicable rotation priority, processing assignments, confirming selections, communicating waitlists, and explaining rental queue placement 
•    Proactively increase Owner usage of the property by facilitating Owner-to-Owner trades, PVW rentals, and advance booking opportunities for Owners anticipating future rental releases 
•    Enter and maintain all confirmed Owner and rental reservations in HMS, make timely updates, assign rental revenue to the appropriate Owners, and maintain supporting reservation spreadsheets for accuracy and reconciliation 
•    Provide Owners with weekly historical and future rental reports and maintain clear, timely communication regarding reservations, changes, and other Owner-related matters 
•    Serve as the primary liaison between Owners and all property departments, ensuring Owner requests, preferences, changes, and updates are communicated accurately and acted upon in a timely manner 
•    Build and maintain strong Owner relationships by addressing comments, suggestions, and complaints, escalating department-specific concerns to appropriate Department Heads, and using feedback to continually improve the Owner experience 
•    Participate in and assist with the coordination of Owner social events and other activities designed to enhance Owner engagement and satisfaction 
•    Collaborate closely with all property staff to maintain the highest quality of operations, assist other departments during periods of high demand, and serve as Manager on Duty one day per week 
•    Develop, maintain, and consistently follow departmental policies, procedures, checklists, and service standards while conducting all responsibilities in an ethical, professional, and exemplary manner 
•    Other duties as assigned  

Qualifications

Education & Experience Requirements  
•    Bachelor’s degree or equivalent combination of education and experience preferred 
•    Previous experience in the hospitality, resort, property management, or customer service industry required 
•    Previous reservations experience or knowledge of reservations processes preferred 

Knowledge, Skills & Abilities   
•    Strong knowledge of Owner relations, customer service, and hospitality practices 
•    Ability to develop and maintain positive, professional relationships with Owners 
•    Excellent verbal and written communication skills 
•    Strong organizational skills with exceptional attention to detail and accuracy 
•    Ability to manage multiple priorities, deadlines, reservations, and Owner requests simultaneously 
•    Ability to explain policies, procedures, rotation systems, rental programs, and reservation processes clearly and effectively 
•    Strong problem-solving and conflict-resolution skills 
•    Ability to exercise sound judgment, discretion, and professionalism when handling Owner concerns and confidential information 
•    Strong follow-up skills, including the ability to respond to calls and emails within 24 hours 
•    Ability to work collaboratively and communicate effectively with all departments and levels of staff 
•    Ability to analyze, maintain, and reconcile reservation and revenue information accurately 
•    Strong typing and data-entry skills 
•    Proficiency with Microsoft Word, Excel, and Outlook 
•    Ability to learn and effectively utilize HMS and other property-management or reservation systems 
•    Ability to adapt to changing priorities, work independently, and provide support across departments when operational demands require it 

Additional Information

Work Environment & Physical Demands  
•    Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements   
•    No adverse or hazardous conditions  
•    Not required, but preferred to be able to occasionally lift, push or pull 25 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)  

Job Benefits
This position is classified as a regular full-time position eligible for the following benefits:
Enrollment dates differ across the various programs. 
•    Health, Dental and Vision Insurance Programs
•    Flexible Spending Account Programs
•    Life Insurance Programs
•    Paid Time Off Programs
•    Paid Leave Programs
•    401(k) Savings Plan
•    Employee Ski Pass and Dependent Ski Passes
•    Other company perks

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen One, Aspen Snowmass, Aspen Ventures or Aspen Hospitality you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-300-7700.         

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen One is an equal opportunity employer (Minority/Female/Disabled/Veteran). At Aspen One, inclusion, equity, and diversity are fundamental to fulfilling our vision of building a better workplace and better world. From our hiring practices through the entire employee experience, we embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to the workplace. We encourage diverse points of view which allows us to develop innovative solutions to the ever-evolving world of work. Aspen One strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront of helping us promote and sustain an inclusive workplace that works for all.

For an overview of Aspen One Company's benefits and other compensation visit www.aspensnowmass.com/employment/benefits-and-perks

Aspen One participates in E-Verify.

E-Verify & Right to Work Poster

Compensation: 32 to 38 (USD) (HOURLY)