Job Description

POSITION:

Membership & Rental Program Manager

DEPARTMENT:

Administration

STATUS OF POSITION:

Permanent - Year Round

LOCATION:

Based on property at Muskoka Bay Resort, Gravenhurst, ON

Position Summary

Muskoka Bay Resort's Membership & Rental Administration Manager is the resort's primary contact for all Membership & Accommodation Rental Pool guests of Muskoka Bay Resort. By ensuring appropriate communication and personal service, this position is responsible for ensuring the most enjoyable rental experience possible and must be able to balance the role of resort representative and Homeowner advocate. In addition, this position will interact regularly with all resort departments, not only as the voice of the Member, but also as the voice of the resort guest and as a member of the resort's leadership team.

Who We Are:

Muskoka Bay Resort redefines what it means to play and stay; to relax and live. Our resorts feature spectacular views year-round through every season. This magnificent, immersive experience is rooted in preservation and care. The pillar behind the country's most picturesque area is our passion -- Our Team.

Duties & Responsibilities

OwnEr Relations:

Act as the primary point of contact for homeowners, addressing inquiries, concerns, and requests promptly and professionally. Foster positive relationships with homeowners through regular communication, community events, and outreach programs. Coordinate and conduct homeowner orientations to acquaint new residents with community policies, amenities, and resources Manage new construction owners from initiation to renewals

Customer Resolution:

Manage owner complaints and concerns effectively, seeking prompt resolution through collaboration with relevant departments or vendors. Document interactions, complaints, and resolutions accurately for reference and reporting purposes. Monitor and follow up on outstanding issues to ensure timely resolution and homeowner satisfaction.

Compliance and Policy Enforcement:

Ensure owners adhere to community rules, regulations, and architectural guidelines by communicating expectations clearly and enforcing policies consistently. Collaborate with legal counsel, HOAs, and relevant authorities to address compliance issues, disputes, and legal matters as needed. Regularly review and update owner association documents, policies, and procedures to reflect evolving community needs and regulations.


Administrative Duties:

Maintain accurate owner records, including contact information, property details, and compliance documentation. Work with Finance to ensure appropriate and accurate billing is in place and up to date Assist in the development and implementation of strategic plans and initiatives to enhance homeowner satisfaction and community well-being. Additional duties as described and outlined by the General Manager in relations to Rental Program & Membership Management.
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Qualifications

Proven experience in customer service, property management, or homeowner association management. Excellent communication, interpersonal, and conflict resolution skills. Strong organizational abilities with attention to detail and the ability to multitask effectively. Proficiency in Microsoft Office Suite and property management software. Knowledge of homeowner association laws, regulations, and industry best practices. Ability to work flexible hours, including evenings and weekends, to accommodate community events and homeowner needs.
The above job description is not intended to be exhaustive lists of all responsibilities, skills or efforts associated with or expected of the role, but are intended to accurately reflect principal job elements.