Homeowner Liaison

Job Description

Reports to the on-site LHR Project Manager

The role of the On-Site Homeowner Liaison is to facilitate the smooth-running communication of the construction project and the owners of the units by building and maintaining positive relationships. The Homeowner Liaison will need to anticipate homeowner needs, ensuring that each owner has a memorable experience. This would include communicating the stage of construction to the owners.

Responsibilities

• Responsible for administrative tasks for the construction team assigned to the project
• Maintain superior customer relations by acting as a liaison between homeowners, and guests and LHR
• Establish and maintain weekly updates and postings on the project - including documentation, and mail outs
• Provide answers to member questions and resolve concerns through knowledge of the project
• Responsible for keeping a log of any AirBnB or VRBO refunds, based on eligibility
• Primary contact for homeowner and member relations for day to day administration requests as it relates to construction
• While working with the Community Manager update owner contact list, member calendars and provide that to the construction team
• Distribute all requests to the appropriate board members and Community Managers in a timely manner
• Enter and maintain all owner information in data management system
• Answer all telephone inquiries in a polite and friendly manner, following service standard telephone policies
• Respond to telephone, e-mail, web and in-person inquiries from various parties
• Provide a timely response to inquiries and requests
• Address all customer complaints professionally, leaving the owner with a positive resolution
• Welcome and acknowledge every owner and guest with a smile, eye contact and a friendly verbal greeting using the guests’ names when possible
• Other duties as assigned Competencies
• Business acumen and positive mindset
• Results oriented relationship builder and respect LHR Confidential and Proprietary Information – specifically the liaison will not be sharing owner information with other owners
• Independent but collaborative when necessary
  
  

Characteristics

• High energy, passionate and resilient
• Game changer/high impact team player/unfazed by change or adversity
• Humble and good sense of humor
• Executive maturity, professionalism and presence
• Smart, courageous
  
  

Requirements

Experience

• 1-2 years’ work experience in guest relations
• Experience in front desk or customer service in a luxury environment
• Strong knowledge of a construction environment is a plus
• Must possess excellent customer service skills
• Must be computer literate.
• Preferred candidate will have previous experience with property management, sales and event management software, Microsoft Word, PowerPoint and Excel
• Strong verbal and written communication skills
• Detail-oriented and works with a high degree of accuracy
• Ability to multi-task in a fast-paced environment
• Must be extremely responsible with integrity and ability to maintain confidentiality and discretion Working Conditions
• Must be able to work on an active construction site
• Required to move, lift, carry, pull and place objects weighing less than or equal to 25 pounds without assistance
• Stand, sit or walk for an extended period or for an entire shift
• Reach overhead and below the knees, including bending, twisting and pulling
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.