Job Description

Owner Relations Specialist

Stay Texas Hospitality Group

Full-time | On site — Fredericksburg, Texas

Department: Operations

Schedule: Monday–Friday | On call some weekends and holidays

Reports to: Operations Manager

Compensation: USD $40,000–$55,000 / year

About the brand

Stay Texas manages vacation homes across the Texas Hill Country and beyond, combining local expertise with a genuine love for the Texas experience. From family vacations to romantic getaways, the goal is to make every stay feel welcoming, personal, and effortless — while helping homeowners protect their properties and maximize their investment. With local teams handling housekeeping, maintenance, inspections, revenue management, and guest support, the details matter at Stay Texas.

The role

You are the primary point of contact for every property owner at Stay Texas. You answer the owner phone line and inbox, turn owner requests into clear work orders, route them to the right department, and keep owners updated until each request is resolved. Your goal is simple: every owner should feel heard, informed and confident that their property is in good hands.

This is a role for someone who builds relationships naturally and keeps track of everything. You will not fix the leak or approve the repair yourself, but you are responsible for making sure the request does not get lost between departments. Routing a request is not the same as resolving it. If an owner's request is yours, you own getting them an answer.

Where you sit

You sit in Operations and work closely with Property Management, Maintenance, Housekeeping, Accounting, Revenue Management and leadership.

This is an on-site role at our Fredericksburg office. You coordinate and track owner requests, while each department remains responsible for its own team, schedule and decisions. You do not approve repairs or expenses, direct other teams or promise outcomes; you make sure owners get accurate, confirmed information.

What you'll own

• Be the primary point of contact for property owners across phone, email, voicemail and text, responding warmly, professionally and promptly.
• Manage the shared owner inbox and phone line, making sure every message is acknowledged within our response times.
• Create detailed work orders for owner-reported issues, with property details, photos, instructions and urgency, and route them to the right department.
• Follow up with departments on open requests and keep owners updated on progress, delays and completion.
• Conduct proactive owner check-ins and get to know each owner's property, preferences and communication style.
• Identify frustrated or at-risk owners early and escalate retention concerns to leadership.
• Keep an accurate tracker of owner requests, conversations and resolutions.
• Prepare a weekly summary of unresolved requests, recurring complaints and satisfaction concerns, and recommend improvements to the owner experience.

What you bring

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities, including professionalism in difficult conversations.
• Exceptional organization, attention to detail and follow-through without needing reminders.
• The ability to manage multiple requests and competing priorities.
• Discretion with confidential owner and company information.
• Comfort learning new software and communication systems.
• Experience in hospitality, property management, vacation rentals, real estate or customer relations is a plus.
• Familiarity with Guesty, Breezeway, CRM platforms and work orders is a plus.
• Bilingual English/Spanish is a plus.

Compensation & Benefits

• $40,000–$55,000/year, depending on experience.
• Health, dental, vision, and life insurance.
• PTO.