The Role
Serve as primary owner contact for a portfolio of luxury short-term rentals, focusing on owner relationships, listing health, revenue performance, onboarding, statements, guest feedback, refund decisions, and pursuing damage claims. Collaborate with Property Managers, Pricing, and Communications teams and travel regionally (~25%) as needed.
Summary Generated by Built In
Home Team Luxury Rentals - Owner Liaison
Business Info:Role Title: Owner Liaison
Department: Operations
Company: Home Team Luxury Rentals
Location: Remote, although candidates in target locations will be prioritised. We are ideally looking for a candidate that can offer regional in-person support in one of the following areas:
- Vermont (VT)
- Southern New Hampshire (NH)
- Carolina Coast, South Carolina/North Carolina (SC/NC)
- Richmond, Virginia (VA)
- Asheville, North Carolina (NC)
Supporting Links:
- https://hometeamluxuryrentals.com/
- https://rise-collective.com/
Home Team Luxury Rentals is a full-service short-term rental management service with a mission to unify the finest luxury vacation rentals across the United States: homes that deliver on quality, design, first-class amenities, and comfort. Our guests can expect the ultimate in-house guest experience for every stay. We don’t do average!
Home Team is looking for an Owner Liaison to serve as the primary relationship holder between Home Team and our homeowners. This role is part of a two-person team, paired closely with a Property Manager who handles day-to-day operations, allowing the Owner Liaison to focus on owner relationships, listing health, and revenue performance. This is a remote position with approximately 25% travel depending on proximity to homes in your portfolio.
- Base Salary: $70,000 - $75,000/year
- Retention of Home Ownership (Client Retention)
Key Responsibilities:
- Serve as the main point of contact for homeowners, building trust through proactive and positive communication.
- Develop a thorough knowledge of each home in your portfolio and the expectations of each owner.
- Monitor listing health across booking platforms and identify opportunities to improve visibility and performance.
- Work closely with the Pricing team to maximize nightly revenue and occupancy.
- Review and approve owner statements prior to their release.
- Monitor guest reviews and communicate relevant feedback to owners.
- Assist in the onboarding process to ensure new homeowners get off to a strong start.
- Approve and make decisions on guest refund requests and resolutions.
- Work with the Communications team to pursue guest damage claims through Airbnb, VRBO, Superhog, and similar platforms.
- Other duties as assigned.
Skills, Experience & Competencies:
Desired Experience & Competencies:
- 3+ years of experience managing client or owner relationships.
- Background in short-term rental, hospitality, or property management preferred.
- Proven excellence with customer and stakeholder service.
- Experience working in Google Workspace or similar software.
- Familiarity with STR booking platforms (Airbnb, VRBO, etc.) a strong plus.
Skills & Traits:
- Effective time management, organization, and prioritization skills with the ability to manage multiple owner accounts simultaneously.
- Resourceful and able to work independently with initiative and good judgment.
- Able to identify problems, research alternatives, and resolve issues promptly.
- A natural relationship-builder who earns trust quickly and maintains it long-term.
- You are a self-starter who can independently meet deadlines in a fast-paced environment.
- You take accountability for the things you say you'll do, under-promise and over-deliver.
- Possess a team-first mentality with an upbeat and optimistic attitude.
Physical Requirements:
- Ability to work flexible hours and/or extended hours as needed to accommodate client and project needs as well as team members in multiple time zones.
- This is predominantly a remote role, however we are looking for a willingness and ability to travel domestically without restrictions up to 25% of the year. Travel varies based on proximity to homes in the portfolio.
Benefits
📚World Class Support - You’ll be backed by several teams (Pricing Team, Onboarding Team, Guest Communications Team) consisting of 10+ people! You will not be silo’d and unsupported in this role
🤝Insurance Contributions - Rise Collective contributes $250 towards health insurance for the employee. We also have different insurance plans that you can enrol into depending on your circumstances. We offer vision, dental, and various life insurance plans as well
🌴Healthy PTO Policy - We offer 15 days PTO + 2 personal days, 8 days sick leave, 6 national holidays (New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day and Christmas Day)
If you’re ready to be part of a supportive and well-established team, let’s see what you’re made of! 🚀
About
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
Skills Required
- 3+ years managing client or owner relationships
- Proven excellence in customer and stakeholder service
- Experience working in Google Workspace or similar
- Ability and willingness to travel domestically up to 25% yearly
- Ability to work flexible and/or extended hours across time zones
- Effective time management, organization, and ability to manage multiple owner accounts
- Background in short-term rental, hospitality, or property management
- Familiarity with STR booking platforms (Airbnb, VRBO)
- Experience with guest damage claims processes and platforms (e.g., Superhog)
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The Company
What We Do
The Rise Collective is a vertically integrated property group operating at the intersection of real estate, design, hospitality, and wealth strategy, uniting diverse brands to elevate these sectors. They build, manage, and scale short-term rental (STR) assets, prioritizing seamless experiences and lasting relationships.
