[Hiring] Owner Relations Team Lead @MASALTO Capital

Role Description

We are looking for an experienced and proactive Owner Relations Team Lead to lead our Owner Relations Specialists across Latin America. This role is responsible for overseeing the team's daily activities, ensuring excellent owner communication, managing escalations, and maintaining high standards of service and accountability.

The ideal candidate is a strong leader with excellent communication and problem-solving skills, experience managing client relationships, and the ability to coordinate effectively with multiple departments to ensure owner satisfaction and retention.

Goal of the Position:

• To lead and develop the Owner Relations team, ensuring timely communication, effective resolution of owner concerns, consistent service standards, and strong long-term relationships with property owners across LATAM.

Key Responsibilities

• Lead, supervise, and support the Owner Relations Specialists, ensuring clear priorities, accountability, and consistent performance.
• Monitor team productivity, response times, resolution times, and other established KPIs.
• Ensure owners receive timely, professional, and proactive communication regarding their properties, requests, and concerns.
• Oversee owner inquiries and escalations, ensuring issues are followed up on and resolved efficiently.
• Build and maintain strong relationships with property owners to improve satisfaction, trust, and retention.
• Coordinate with Operations, Accounting, Revenue Management, and other departments to resolve owner concerns and improve service delivery.
• Identify recurring issues, communication gaps, and potential risks to owner satisfaction, implementing corrective actions when needed.
• Conduct regular team check-ins, provide feedback, and support team members' professional development.
• Establish and improve processes, communication standards, and follow-up procedures across LATAM markets.
• Ensure owner requests, conversations, and outstanding issues are accurately documented and tracked in the company's systems.
• Prepare regular reports on team performance, owner feedback, escalations, and operational challenges.
• Identify opportunities to improve owner engagement, service quality, operational efficiency, and owner retention.
• Provide management with updates on team performance, significant owner concerns, and recommended improvements.

Performance Goals (KPIs)

• Owner Satisfaction: Maintain strong owner satisfaction and address negative feedback promptly.
• Response Time: Ensure owner inquiries receive timely responses in line with established service standards.
• Resolution Time: Ensure owner concerns and requests are resolved or appropriately escalated within agreed timelines.
• Escalation Management: Monitor outstanding cases and ensure effective follow-up until resolution.
• Owner Retention: Proactively identify and address owner dissatisfaction and potential retention risks.
• Team Performance: Ensure Owner Relations Specialists meet their individual targets and service expectations.
• Process Compliance: Maintain accurate documentation and consistent adherence to internal procedures.
• Continuous Improvement: Identify and implement improvements to strengthen the owner experience and team efficiency.

Qualifications

• Previous experience in team leadership, account management, customer success, client relations, property management, or hospitality.
• Proven ability to lead, coach, and support a team.
• Excellent written and verbal communication skills.
• Strong relationship management, negotiation, and conflict-resolution skills.
• Experience handling escalations and coordinating solutions across multiple departments.
• Strong organizational skills and the ability to manage multiple priorities.
• Experience tracking KPIs, preparing reports, and monitoring team performance.
• Proactive, solution-oriented, and comfortable making decisions within established guidelines.
• Ability to work independently in a remote, fast-paced, multicultural environment.
• Professional proficiency in English and Spanish is strongly preferred.
• Familiarity with CRM platforms, project management tools, and property management systems is an advantage.

Success Profile

The ideal candidate is a proactive and accountable leader who can motivate a team, build trust with property owners, and ensure that requests and concerns are handled efficiently. They should be comfortable managing escalations, analyzing performance, improving processes, and collaborating with different departments to achieve operational goals.

Success in this role means having a well-organized and high-performing Owner Relations team, satisfied property owners, timely issue resolution, and consistent service standards across Corporate Stays' LATAM operations.