The Owner and Property Services Manager is responsible for leading the Owner and Property Services function, ensuring effective communication with property owners and strata representatives, overseeing property-related administrative processes, and managing the coordination of maintenance, contractor activities, and property issue resolution.

This role serves as the primary manager responsible for owner service administration, property issue management, maintenance coordination, recoverable cost administration, and cross-functional communication between Housekeeping, Front Desk, Maintenance, owners, strata representatives, and external service providers. The position plays a key role in supporting owner satisfaction, maintaining property standards, ensuring timely resolution of property-related concerns, and protecting operational efficiency across the managed portfolio.

The successful candidate will possess strong leadership, organizational, communication, and problem-solving skills, with the ability to manage multiple priorities and stakeholders while ensuring consistent service delivery and accountability.

JOB SUMMARY

DUTIES AND RESPONSIBILITES The Owner and Property Services Manager is responsible for leading the Owner and Property Services function, ensuring effective communication with property owners and strata representatives, overseeing property-related administrative processes, and managing the coordination of maintenance, contractor activities, and property issue resolution.

This role serves as the primary manager responsible for owner service administration, property issue management, maintenance coordination, recoverable cost administration, and cross-functional communication between Housekeeping, Front Desk, Maintenance, owners, strata representatives, and external service providers. The position plays a key role in supporting owner satisfaction, maintaining property standards, ensuring timely resolution of property-related concerns, and protecting operational efficiency across the managed portfolio.

The successful candidate will possess strong leadership, organizational, communication, and problem-solving skills, with the ability to manage multiple priorities and stakeholders while ensuring consistent service delivery and accountability.

Reports to: The Property Manager

Owner Relations and Communication

- Manage day-to-day owner communications and non-escalated owner inquiries.
- Ensure timely, professional, and consistent communication with property owners and strata representatives.
- Support the Property Manager by maintaining strong owner engagement and responsiveness.
- Provide owners with updates regarding property issues, maintenance activities, projects, and resolution timelines.
- Identify and escalate complex owner concerns, retention risks, or service issues to the Property Manager.
- Ensure effective communication flow between owners, operational departments, contractors, and service providers.

Property Services Management

- Oversee the tracking, management, and resolution of property-related issues identified through Housekeeping, Front Desk, owner feedback, inspections, or operational reviews.
- Ensure appropriate follow-up actions are assigned and completed within established timelines.




- Maintain accurate records of property issues, work orders, maintenance activity, and resolution status.
- Monitor property condition trends and recommend corrective actions where necessary.
- Ensure visibility and reporting of outstanding property concerns impacting guest or owner experience.
- Support property readiness and presentation standards across the managed portfolio.

Maintenance and Contractor Management

- Manage the coordination of maintenance requests, repairs, preventative maintenance activities, and contractor services.
- Liaise with internal Maintenance teams and external vendors to ensure timely completion of work.
- Prioritize maintenance activities based on operational requirements, owner impact, safety considerations, and business needs.
- Monitor contractor performance and ensure work is completed in accordance with agreed standards and timelines.
- Verify completion of repairs and communicate outcomes to owners and internal stakeholders as required.
- Maintain accurate documentation relating to contractor activity, approvals, and completed work.

Financial Administration and Recoverables

- Ensure accurate and timely billing of owner, strata, and maintenance-related expenses.
- Oversee invoicing and supporting documentation for all recoverable costs.
- Monitor recoverable balances and ensure expenses are appropriately allocated, reconciled, and collected.
- Support financial reporting related to property services activities and maintenance expenditures.
- Work closely with Accounting to ensure billing accuracy and effective cost recovery processes.
- Maintain accurate records supporting financial accountability and audit requirements.

Operational Collaboration

- Act as the central coordination point between Housekeeping, Front Desk, Maintenance teams, contractors, owners, and strata representatives.
- Foster effective collaboration across departments to improve communication, productivity, and service delivery.
- Ensure property condition information is communicated accurately and consistently across operational teams.
- Support process improvements that enhance operational efficiency and owner satisfaction.
- Assist in maintaining service standards, property presentation, and portfolio readiness expectations.
- Contribute to operational planning and continuous improvement initiatives within the Property Management team

Performance Accountability

- Monitor owner response times and communication effectiveness.
- Ensure timely closure of property-related issues and maintenance requests.
- Monitor maintenance coordination timelines and contractor performance.
- Ensure recoverable expenses remain current, balanced, and accurately documented.
- Support effective coordination between Housekeeping, Maintenance, and Front Desk operations.
- Contribute to owner satisfaction and operational performance objectives established by the Property Manager





EDUCATION AND EXPERIENCE REQUIRED

- Post-secondary education in Business Administration, Hospitality Management, Property Management, Facilities Management, or a related field preferred.
- Minimum 3–5 years of experience in property management, hospitality operations, facilities management, owner services, maintenance coordination, or a related operational leadership role.
- Experience managing contractor relationships, maintenance programs, service providers, or property-related projects.
- Experience with owner communication, customer service, and stakeholder relationship management.
- Experience with billing, invoicing, recoverables administration, and financial documentation processes.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and property management, maintenance tracking, or work-order management systems.
- Valid driver's license required

SKILLS REQUIRED Communication and Relationship Management

- Excellent verbal and written communication skills.
- Ability to build and maintain strong relationships with property owners, strata representatives, contractors, and internal stakeholders.
- Strong customer service orientation with a professional, responsive, and solution-focused approach.
- Ability to effectively manage sensitive conversations and service-related concerns.

Leadership and Accountability

- Robust leadership capabilities with the ability to influence and coordinate multiple stakeholders.
- Ability to drive accountability and ensure follow-through on commitments and service standards.
- Ability to manage competing priorities in a fast-paced operational environment

Organization and Coordination

- Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.
- Ability to track, monitor, and follow up on numerous property issues and maintenance activities.
- High attention to detail and commitment to accuracy.

Problem Solving and Decision Making

- Strong analytical and problem-solving capabilities.
- Ability to assess priorities, identify solutions, and coordinate appropriate action plans.
- Ability to work independently while exercising sound judgment and discretion.

Financial and Administrative Skills

- Strong administrative and documentation skills.
- Ability to manage billing processes, invoicing, recoverables, and financial records accurately.
- Understanding of expense management, cost recovery processes, and financial accountability.

Teamwork and Collaboration

- Ability to work effectively across multiple departments, including Housekeeping, Maintenance, and Front Desk teams.
- Strong interpersonal skills and ability to foster collaboration among stakeholders.
- Commitment to supporting operational efficiency and continuous improvement initiatives.

Technical Skills

- Proficiency with property management software, maintenance management systems, and Microsoft Office applications.
- Ability to learn and effectively utilize new technologies and operational systems.

Pay: $52,500.00-$55,000.00 per year

Benefits

- Casual dress
- Company events
- Company pension
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- In office gym
- On-site parking
- Vision care

Work Location: In person

📌 Owner and Property Services Manager (Vernon)
🏢 SilverStar Ski Resort
📍 Vernon