MUSKOKA BAY RESORT – MEMBRERSHIP AND RENTAL PROGRAM MANAGER

Reporting To: General Manager

Department: Administration

Terms: Permanent, Year-Round

Who We Are:

No matter the season, no matter the reason, Freed Hotels & Resorts have one mission: to create memories for every guest who stays with us. We achieve this with our best-in-class, detail-oriented service at our growing portfolio of properties throughout Ontario.

Muskoka Bay Resort redefines what it means to play and stay; to relax and live. Our resort features spectacular amenities through every season. This magnificent property boasts a superior, first-class golf course, The Cliffside Restaurant with spectacular views from the patio, a brand-new 88 room hotel, scheduled to open in July 2025. This hotel will feature a one-of-a-kind, landmark rooftop restaurant with a pool and unobstructed views of picturesque Muskoka. Be a part of the exciting change and choose Muskoka Bay Resort as your employer of choice!

Position Summary:

Muskoka Bay Resort’s Membership & Rental Program Manager is the resort’s primary contact for all Membership & Accommodation Rental Pool guests of Muskoka Bay Resort. By ensuring appropriate communication and personal service, this position is responsible for ensuring the most enjoyable rental experience possible and must be able to balance the role of resort representative and Member/Homeowner advocate. In addition, this position will interact regularly with all resort departments, not only as the voice of the Members, but also as the voice of the resort guest and as a member of the resort’s leadership team.

Duties & Responsibilities:

Owner Relations:

• Act as the primary point of contact for homeowners, addressing inquiries, concerns, and requests promptly and professionally.
• Foster positive relationships with homeowners through regular communication, community events, and outreach programs.
• Coordinate and conduct homeowner orientations to acquaint new residents with community policies, amenities, and resources
• Manage new construction owners from initiation to renewals

Customer Resolution:

• Manage owner complaints and concerns effectively, seeking prompt resolution through collaboration with relevant departments or vendors.
• Document interactions, complaints, and resolutions accurately for reference and reporting purposes.
• Monitor and follow up on outstanding issues to ensure timely resolution and homeowner satisfaction.

Compliance and Policy Enforcement:

• Ensure owners adhere to community rules, regulations, and architectural guidelines by communicating expectations clearly and enforcing policies consistently.
• Collaborate with legal counsel, HOAs, and relevant authorities to address compliance issues, disputes, and legal matters as needed.
• Regularly review and update owner association documents, policies, and procedures to reflect evolving community needs and regulations.

Administrative Duties:

• Maintain accurate owner records, including contact information, property details, and compliance documentation.
• Work with Finance to ensure appropriate and accurate billing is in place and up to date
• Assist in the development and implementation of strategic plans and initiatives to enhance homeowner satisfaction and community well-being.
• Additional duties as described and outlined by the General Manager in relations to Rental Program & Membership Management.

Skills, Abilities, Attributes:

• Proven experience in customer service, property management, or homeowner association management.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong organizational abilities with attention to detail and the ability to multitask effectively.
• Ability to work flexible hours, including evenings and weekends, to accommodate community events and homeowner needs.

Education & Experience:

• Proficiency in Microsoft Office Suite and property management software.
• Knowledge of homeowner association laws, regulations, and industry best practices.

Our commitment to you:

• We will provide you with a supportive, communication driven workplace.
• Provide a company culture that promotes diversity, inclusion, and equity.
• Empower you to make decisions and solve problems.
• Competitive compensation package that will be commensurate with experience.
• Complimentary amenity access to all Resorts within Freed Hotels & Resorts Portfolio (Muskoka Bay, Horseshoe Resort, Deerhurst Resort), discounted F&B, lodging, events and more.

The above job description is not intended to be exhaustive lists of all responsibilities, skills or efforts associated with or expected of the role but are intended to accurately reflect principal job elements.

Visa Requirements: Must be eligible to work in Canada

Muskoka Bay Resort is committed to providing reasonable accommodation to applicants with disabilities throughout the recruitment process. If you require any accommodations to participate in the application process, please contact Human Resources to discuss your needs.