About the Role:
The Owner Relations Manager develops and maintains relationships with existing owners and new investors, with the aim of retaining and growing keys under the Ala Moana Hotel by Mantra rental program management. The growth will be achieved by actively reviewing key lost trends as well as identifying opportunities for growth. They will implement strategies and campaigns in order to grow new keys, monitor and track key losses and support the retention of our existing keys across the Hotel.
What You'll Do:- Provide a high level of service to all Unit Owners and potential Owners within Ala Moana Hotel at all times.
- Maintain a high level of market and product knowledge about all aspects of the Honolulu real estate market, the Ala Moana Hotel & Mantra Group.
- Efficiently communicate with all members of the Mantra Group team to ensure the department as a whole achieves its fullest potential.
- Develop and maintain a high level of knowledge about the IRAA, services and options provided by Ala Moana rental program.
- Ensure you are well versed with your targeted units' current, historic rental activity, market rental returns, and competitor returns.
- Develop an intimate knowledge of all offsite property management companies working within Ala Moana Hotel and establish further knowledge about their method of operation, agreements and returns.
- Communicating with and/or meeting with investors personally to discuss and promote our benefits and services.
- Implement strategies and initiatives to both retain and increase our conversion of keys into the rental program.
- Facilitate regular prospecting and incentive mail-outs.
- Use the owner database to make regular sales calls to unit owners outside the rental program and keep an updated master database.
- Forge and maintain strong relationships with potential alliance partners, such as Real Estate agents to achieve referral relationships.
- Ensure you maintain an up to date knowledge of units listed for sale within Ala Moana Hotel and assist agents or investors with information at each opportunity to secure rental program membership.
- Coordinate realtor showings, out-of-order blocks and conduct escorted showings to educate New Buyers of the advantages of the hotel rental program.
- Maintain and distribute Rental Program - Owner Realtor/Property Manager/Housekeeper Authorization Access Log.
- Produce investor information collateral, in conjunction with Mantra Group corporate office.
- Maintain an up to date knowledge of all unit sales within the building and ensure each new owner is contacted where possible to ensure all new keys are captured.
- Review weekly records of terminated keys, contacting each owner and/or working with the respective Owner Relations Manager, to ensure every effort has been made to retain the key.
- Review key loss reports monthly, to ensure accuracy and to identify any key loss/gain trends.
- Maintain and grow owner email address database.
- Maintain weekly EDS report and ensure units that are below occupancy, ADR and/or affected by out-of-order reasons are monitored by GSA blockers.
- Assist Owner Relations Team with periodic administrative tasks where required, including general Owner Relations office support.
- Developing and maintaining good working inter-departmental relationships with other departments and key stakeholders of the business; i.e. Front Office, Reservations, Sales & Marketing and Hawaiiana Management Company
- Assisting the Director of Owner Relations with any additional duties or projects as required.
What You Bring:- Minimum three (3) years of hotel operations, property management and/or owner relations experience
- High school diploma or equivalent
- Proficient in Microsoft Office (Excel, Word, Outlook, etc.)Strong organization skills with ability to set priorities, manage multiple simultaneous projects and meet deadlines
- Ability to work independently and as part of a team
- Excellent verbal and written communication skills
- Critical thinking and problem solving skills
- High attention to detail
- Exceptional customer service skills
Preferred Qualifications:- Bachelors DegreeBasic knowledge of Hawaii State Tax collection (GET/TAT/OTAT)
- Experience in the Hospitality industry
- Proficiency in Japanese (reading, speaking and writing) a plus
Why Join Our Team?
Health & Wellness: Comprehensive Medical, Dental, Vision, and Drug coverage to keep you and your family healthy, plus access to our Employee Assistance Program (EAP) for mental health and wellness support.
Time to Recharge: Paid vacation, sick leave, and holidays because we know that rest and balance matter.
Getting Here: Parking options available and a bus subsidy to help offset your commute costs.
Dining: Enjoy a complimentary meal during your shift in our Team Member Cafeteria.
Looking Sharp: Uniforms provided or dry-cleaning allowance so you always
