Founded in 2002, Exceptional Stays was created to bring a new, higher level of quality and service to the vacation rental industry in Telluride. Now, with over 20 years of experience in the hospitality and property management industries, Exceptional Stays provides a knowledgeable and responsive team to travel professionals worldwide.
The Owner Services Coordinator plays a key role in creating exceptional homeowner experiences and strengthening long-term relationships with property owners. Acting as a trusted partner throughout the homeowner journey, this position supports onboarding, communication, listing optimization, and property information management while helping ensure every owner feels informed, supported, and valued.
Working closely with the Owner Services, Sales, Marketing, Revenue, and Operations teams, the Owner Services Coordinator serves as a central connector across departments, helping translate homeowner needs into action and ensuring a seamless experience from onboarding through ongoing partnership. This role combines relationship-building, proactive communication, attention to detail, and cross-functional collaboration to support homeowner satisfaction, operational excellence, and revenue growth.
Success in this role comes from building trust with homeowners, maintaining accurate and compelling property information, coordinating projects across multiple teams, and creating positive interactions that strengthen owner confidence and long-term retention.
Homeowner Onboarding & Residence Launch
Coordinate new homeowner onboarding from signed agreement through first reservation, managing backend workflows so timelines stay organized and information is properly documented.
Schedule welcome calls, introductions, and property walkthroughs, and coordinate photography, staging, and marketing readiness for new residences.
Build and maintain homeowner preference profiles, including housekeeping and linen preferences; set up portal access and training; help owners complete Welcome Packets; and upload and maintain owner documents in the portal.
Confirm operational readiness across Property Management, Guest Services, Housekeeping, and Accounting before each launch, and track milestones to completion.
Coordinate photography scheduling and prepare homes for listing readiness, including scheduling housekeeping and restoring the home to its original state as desired by the homeowner.
Lead the documentation and maintenance of property inventory and the inventory-tracking process within internal systems.
Homeowner Communication & Relationship Support
Engage owners ahead of their arrivals, working with the Director of Owner Services and assigned Property Managers to confirm work orders are addressed, the home is in order, and owner preferences are respected.
Share relevant guest feedback with homeowners and collaborate internally on resolution when needed.
Track homeowner sentiment and flag potential concerns or retention risks to the Director of Owner Services.
Support homeowner surveys and track feedback and service insights.
Maintain organized homeowner records, preferences, property notes, and communication history within internal systems.
Owner Relationships & Retention
Coordinate personalized touches and welcome gestures based on owner preferences, using owner surveys to capture them.
Act as an advocate for owners during emergencies, guest requests, and disputes, ensuring clear communication throughout.
Provide seasonal updates to homeowners on inventory and property improvement recommendations.
Listings Accuracy & Content Management
Optimize listing content, including descriptions, amenities, photos, and property categorization.
Conduct routine listing audits within Track PMS and the company website to ensure property information, amenities, and descriptions are accurate and aligned across platforms.
Coordinate listing updates when property features, amenities, or layouts change.
Collaborate with Sales, Marketing, and Revenue to ensure listings reflect current property details and positioning.
Property Improvement & Standards
Coordinate homeowner-approved capital and improvement projects, acting as liaison between homeowners, property managers, vendors, and internal teams, and tracking timelines, budgets, approvals, completion status, installations, and vendor access, when required.
Partner with Property Managers to uphold portfolio standards and curation criteria.
Oversee the off-season inventory process through walkthroughs with property managers and housekeeping, communicating recommendations to homeowners.
Support seasonal inspections, pre-arrival quality checks, and damage-claim documentation and communication.
Property Operations & Administrative Support
Review and validate owner charges against work orders and property-management receipts.
Support the rollout of new systems and processes, and contribute to homeowner marketing through social media content (videos, images, testimonials) that highlights homeowner experiences.
Reporting & Pipeline Coordination
Maintain tracking systems related to onboarding progress, listing updates, and owner communication.
Participate in pipeline review meetings to support onboarding readiness and listing preparation.
Compile internal reporting related to onboarding timelines, listing updates, and owner communication touchpoints.
Performs other duties as assigned by supervisor.
Experience and Education
Bachelor's degree in Hospitality Management, Business Administration, Real Estate, or a related field.
A minimum of 3+ years of experience in property management, owner relations, or a similar role.
Skills and Competencies
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities, with a high tolerance for detail and data accuracy.
Proficiency in property management systems (Track PMS or similar) and CRM tools, including listing and content management across booking platforms.
Ability to handle and resolve conflicts effectively.
Strong attention to detail and a commitment to maintaining high standards.
Capacity to work independently and collaboratively as part of a team.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Personal Attributes
Customer-centric mindset with a focus on providing exceptional service.
Professional demeanor with the ability to build and maintain positive relationships with homeowners and colleagues.
Strong problem-solving skills and the ability to handle unexpected situations calmly and efficiently.
High level of integrity and reliability.
Flexibility to work in a dynamic environment and adapt to changing priorities.
Additional Requirements
Based on-site and in-market, with regular travel to owner meetings, home inventories, owner events, onboarding coordination, photography preparation, and properties throughout the portfolio.
Ability to perform physical tasks such as property walkthroughs and inventories.
Ability to work evenings, weekends, and holidays as needed to support owner and property needs.
Knowledge of local real estate market trends and regulations is a plus.
Hourly Salary$33 - $36
Eligible for a target bonus of up to 10% of annual base salary. For 2026, the bonus will be pro-rated for the portion of the year employed.
Paid time off such as PTO, sick days, and vacation days
Health, Dental, and Vision insurance
Life insurance
Retirement benefits or accounts
Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
Long term and Short term disability insurance
This is an on-site, in-market role with regular presence at the local office and throughout the homeowner portfolio. Local travel is required for owner meetings, home inventories, owner events, onboarding coordination, photography preparation, and property-related needs.