About Campany
Castle Property Host is a growing short-term rental management company serving vacation rental and Airbnb property owners across Canada and the United States. We help owners maximize rental income while maintaining high standards of property care and guest service.
We are looking for an experienced, organized, and customer-focused Account Manager – Owner Relations to manage relationships with property owners and oversee the day-to-day operations of an assigned portfolio.
You will serve as the main point of contact for property owners while coordinating with local vendors and our operations team. The right candidate can communicate professionally, manage competing priorities, and take ownership of issues until they are resolved.
Key Responsibilities
- Serve as the primary point of contact for property owners in an assigned portfolio.
- Build strong, professional relationships with owners and keep them informed about property operations, guest concerns, maintenance, and performance.
- Coordinate with our remote operations team, providing clear instructions, setting priorities, and following up on outstanding tasks.
- Oversee reservations, guest communications, cleaning schedules, maintenance requests, inspections, and other operational activities.
- Respond to owner and guest concerns professionally and within company response-time standards.
- Manage escalated complaints, urgent maintenance issues, booking problems, and other time-sensitive situations.
- Coordinate with cleaners, maintenance contractors, inspectors, and other service providers.
- Follow operational issues from initial report through final resolution and provide updates to the relevant parties.
- Review guest feedback and recurring property issues and recommend practical improvements.
- Monitor property performance and prepare updates or reports for owners and management.
- Maintain accurate property information and listings across Airbnb, Vrbo, Booking.com, and other platforms.
- Support the onboarding of new properties, including collecting property information, coordinating setup, checking inventory, and arranging inspections.
- Maintain accurate records, task updates, owner communications, and operational documentation.
- Ensure company service standards, quality requirements, and response-time targets are consistently met.
Required Qualifications
- At least 2 years of relevant experience in account management, property management, hospitality, customer service operations, or a related field.
- Experience managing client relationships or coordinating day-to-day operations independently.
- Strong written and verbal communication skills in English.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Good judgment and a calm, practical approach to complaints and unexpected problems.
- Strong attention to detail, accountability, and follow-through.
- Ability to coordinate work across remote teams and external service providers.
- Proficiency with Google Workspace, Microsoft Office, and online business platforms.
- Ability to learn new property management systems and operational processes quickly.
Preferred Qualifications
- Experience in short-term rentals, Airbnb operations, hotels, residential property management, or hospitality.
- Familiarity with Airbnb, Vrbo, Booking.com, Hospitable, Guesty, Hostaway, or similar platforms.
- Experience working with international or remote support teams.
- Experience coordinating cleaners, maintenance contractors, inspectors, or other vendors.
- Mandarin or another language is considered an asset.
What We Offer
- Competitive annual salary of $42,000–$50,000, based on experience and qualifications.
- Performance bonus opportunities.
- Employee insurance benefits, with coverage and eligibility details negotiable based on the candidate’s experience and overall compensation package.
- Operational support from a Malaysia-based team.
- Training on Castle’s systems, processes, and short-term rental operations.
- Opportunities for career growth and increased responsibility as the company expands.
- Experience working with a diverse portfolio of properties across Canada and the United States.
- A supportive and collaborative team environment.
Pay: $42,000.00-$50,000.00 per year
Benefits:
- Dental care
- Flexible schedule
- On-site parking
- Vision care
Experience:
- Customer relationship management: 2 years (preferred)
Language:
Work Location: In person
