Rental Program Manager

The Rental Program Manager is responsible for the overall management, administration, and operational performance of the Club's guest rental program. This position oversees all aspects of rental operations, including reservations, housekeeping, laundry, maintenance coordination, financial reporting, revenue management, vendor relationships, and member, guest, and rental owner relations.

The Rental Program Manager directs daily operations, supervises assigned employees, coordinates outsourced service providers, and establishes operational priorities to ensure the rental program consistently meets the Club's service standards, financial objectives, and quality expectations.

The position exercises independent judgment in managing day-to-day rental operations within established Club policies, budgets, and delegated authority. Responsibilities include monitoring revenue and occupancy, evaluating operational performance, developing recommendations for business improvement, overseeing service quality, and implementing approved strategies to maximize efficiency, guest satisfaction, and the overall performance of the rental program.

The Rental Program Manager works collaboratively with the Club's Marketing, Real Estate, Controller/Finance, and senior management teams to support the Club's objectives and maintain strong relationships with members, guests, and rental owners.

ESSENTIAL FUNCTIONS

1. Rental Program Management and Operations

• Direct and oversee the overall operation of the guest rental program, including reservations, property readiness, housekeeping, laundry, maintenance coordination, guest services, and rental owner communications.
• Establish daily, weekly, and seasonal operational priorities to ensure rental properties are properly maintained, prepared, and available in accordance with occupancy requirements and Club standards.
• Evaluate existing procedures and implement operational improvements within delegated authority to enhance efficiency, service quality, and financial performance.
• Monitor rental operations and identify service, staffing, maintenance, and operational issues requiring corrective action.
• Develop and implement approved procedures, service standards, and operational practices consistent with the Club's expectations.
• Coordinate short-term, seasonal, and long-term rental programs and overnight accommodations as established by the Club or Community.
• Ensure rental operations are conducted in accordance with applicable Club policies and relevant local, state, and federal requirements.

1. Employee Supervision and Personnel Management

• Directly supervise, train, evaluate, and develop assigned employees, including the Houseperson and Rental Supervisor, as applicable.
• Establish performance expectations, assign responsibilities, monitor work quality, and hold assigned employees accountable for operational results.
• Participate in hiring, selection, onboarding, performance management, disciplinary actions, and termination decisions in coordination with Human Resources and consistent with Club policies.
• Identify staffing needs and make recommendations regarding staffing levels, employee performance, training, and organizational effectiveness.
• Address employee performance concerns and operational issues, involving Human Resources and senior management when appropriate.
• Coordinate and oversee outsourced housekeeping personnel and other service providers to ensure work is completed according to established schedules, quality standards, and contractual expectations.
• Develop and coordinate daily, weekly, and seasonal staffing and service schedules to support occupancy demands and operational requirements.
• Promote accountability, teamwork, professionalism, and consistent delivery of the Club's service standards.

1. Financial Management and Revenue Performance

• Monitor rental occupancy, availability, room rates, revenue, and historical trends to evaluate business performance and support the achievement of established financial objectives.
• Develop and recommend strategies to improve occupancy, rental revenue, room rates, and the overall financial performance of the rental program.
• Prepare and present monthly revenue reports, operating statistics, forecasts, and other management reports.
• Participate in the development and preparation of the departmental budget, including identifying anticipated operating expenses, staffing requirements, maintenance needs, and opportunities for improved financial performance.
• Monitor departmental performance against established budgets and identify significant variances or opportunities for corrective action.
• Analyze operational and financial information to support recommendations concerning rental program performance and resource allocation.
• Maintain accurate financial and operational records and provide required information to the Controller, COO/General Manager, Director of Marketing, Director of Real Estate, and other designated management personnel.
• Exercise financial and operational authority within established budgets, policies, and delegated approval limits.

1. Reservations, Marketing, and Business Development

• Oversee the administration of rental reservations, availability, inquiries, and guest communications to ensure accuracy, responsiveness, and consistency with established procedures.
• Monitor seasonal demand, historical occupancy, market conditions, and rental trends to identify opportunities for improved property utilization and revenue.
• Develop and recommend marketing strategies, rental program initiatives, and service enhancements to support occupancy and business objectives.
• Maintain current reservation, occupancy, availability, and rental performance information.
• Ensure reservation inquiries and guest communications are handled promptly and professionally, with appropriate attention to accuracy and service standards.
• Work collaboratively with Marketing, Membership, and Real Estate management to support promotional initiatives, rental owner communications, and the overall success of the rental program.

1. Property Standards, Housekeeping, and Maintenance

• Establish and monitor property readiness, housekeeping, cleanliness, presentation, and maintenance standards for rental units.
• Oversee the coordination of housekeeping and maintenance services to ensure properties are prepared for scheduled arrivals and maintained in accordance with Club expectations.
• Conduct and document regular property inspections to evaluate cleanliness, room condition, maintenance needs, and compliance with established quality standards.
• Identify deficiencies, prioritize corrective actions, and coordinate appropriate follow-up with employees, vendors, and the relevant Club departments.
• Maintain and monitor a preventative maintenance program in coordination with the appropriate maintenance personnel and service providers.
• Evaluate housekeeping and vendor performance and address deficiencies to maintain consistent service quality and property standards.
• Recommend improvements to rental properties, operating procedures, and service delivery to protect the Club's brand and enhance the guest experience.

1. Member, Guest, and Rental Owner Relations

• Maintain professional relationships with members, guests, rental owners, vendors, and other stakeholders.
• Oversee the timely and appropriate resolution of member and guest concerns, complaints, and service issues.
• Exercise sound judgment in addressing routine operational and service matters, escalating significant issues to the appropriate management personnel when necessary.
• Initiate and maintain effective communication with rental owners regarding property conditions, rental operations, guest experiences, and other relevant matters.
• Prepare and provide rental program reports, updates, and operational information to rental owners and designated Club management.
• Review guest feedback, service concerns, and reviews to identify trends and implement appropriate improvements.
• Promote consistent, high-quality guest experience that reflects the Club's service expectations and standards.

1. Vendor and Interdepartmental Management

• Manage relationships with outsourced housekeeping providers and other vendors supporting rental operations.
• Communicate service expectations, coordinate operational requirements, monitor performance, and address service deficiencies.
• Evaluate vendor service quality and recommend changes or improvements when appropriate.
• Collaborate with POA, Real Estate, Marketing, Membership, Finance, Housekeeping, Maintenance, and other departments to coordinate services and resolve operational issues.
• Provide operational recommendations and relevant information to senior management concerning vendor performance, rental program needs, and opportunities for improvement.

1. Reporting, Compliance, and Special Projects

• Prepare and present operational reports, financial summaries, forecasts, and other information requested by designated management personnel.
• Participate in meetings and committees relevant to the rental program and contribute recommendations concerning operational effectiveness and service quality.
• Maintain organized and accurate records relating to reservations, rental operations, vendor services, property inspections, and other departmental activities.
• Monitor compliance with applicable operating procedures, Club policies, and relevant legal requirements.
• Complete special projects and additional responsibilities assigned by the Director of Marketing, Director of Real Estate, Controller, COO/General Manager, or other authorized management personnel.
• Perform any other tasks assigned by management.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated ability to manage rental, lodging, hospitality, or related operations.
• Strong supervisory and leadership skills, including the ability to direct employees, establish performance expectations, evaluate results, and address performance concerns.
• Ability to participate effectively in hiring, employee development, performance management, and other personnel decisions in coordination with Human Resources.
• Demonstrated ability to exercise independent judgment and make operational decisions within established policies and delegated authority.
• Knowledge of hospitality operations, reservations, housekeeping coordination, property readiness, guest services, and rental management practices.
• Ability to analyze occupancy, room rates, revenue, operating expenses, and other business information to identify trends and recommend improvements.
• Strong organizational, planning, problem-solving, and time-management skills.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to handle member, guest, rental owner, and vendor concerns professionally and effectively.
• Ability to manage competing priorities and coordinate multiple operational functions in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook, and familiarity with databases and related computer applications. Experience with Jonas software is preferred.
• Ability to maintain accurate records, prepare reports, and communicate operational and financial information to management.
• Ability to work collaboratively with employees, management, members, guests, vendors, and external service providers.
• Ability to perform occasional physical activities associated with property inspections and rental operations, including lifting up to 50 pounds when necessary, with or without reasonable accommodation.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Bachelor's degree preferred, particularly in Hospitality Management, Business Administration, or a related field.
• Minimum of two years of country club, hotel, hospitality, rental management, or related operational experience required.
• Prior supervisory or management experience required.
• Experience coordinating employees, vendors, housekeeping services, or property operations preferred.
• Experience with budgeting, revenue reporting, occupancy management, reservations, and operational planning preferred.
• Proficiency in Microsoft Office applications required; experience with Jonas software is a plus.
• Strong customer service, communication, leadership, organizational, and problem-solving skills required.

SUPERVISORY RESPONSIBILITIES

• Houseperson
• Rental Supervisor.
• Coordinates and oversees approximately 5–10 or more outsourced vendors and housekeeping personnel, depending on operational needs and seasonal demand.
• The Rental Program Manager is accountable for coordinating outsourced service providers and ensuring their services meet established operational, contractual, and quality requirements.
• Supervisory responsibilities include assigning and directing work, establishing performance expectations, monitoring work quality, training and developing employees, evaluating performance, addressing performance concerns, and participating in hiring and termination decisions in coordination with Human Resources.

WORKING CONDITIONS

• The position requires walking throughout rental properties, inspecting units, and occasionally lifting up to 50 pounds.
• Work is performed in an office environment and throughout rental properties and related operational areas.
• The position requires regular interaction with employees, members, guests, rental owners, vendors, and Club management.
• Work schedules may vary according to seasonal occupancy, guest arrivals, rental operations, and business needs.