Cottage Rentals Manager

Job Title: Cottage Rentals Manager

Department: Cottage Rental Office

Reports to: Vice President of Finance

Employment Status: Full-Time, Exempt

Compensation: $50,000-$60,000, commensurate with experience

Position Summary

The Cottage Rentals Manager is responsible for the day-to-day management of Lakeside Chautauqua’s short-term cottage rental program. This position oversees guest services, owner relations, rental operations, staff scheduling, property readiness, and related financial and administrative functions.

The Manager serves as the primary point of contact for cottage owners and rental guests, ensuring responsive communication, effective issue resolution, and a high standard of hospitality. The position also supervises cottage rental support staff and cleaning operations; coordinates seasonal property opening and closing activities; and supports financial processing, reporting, reconciliations, and owner payments.

About Lakeside Chautauqua

Lakeside Chautauqua is a family destination that has nurtured the mind, body, and spirit for more than 150 years. Located on the south shore of Lake Erie between Toledo and Cleveland, Lakeside offers a robust summer season of cultural, educational, spiritual, and recreational programming. Within its one-square-mile community, Lakeside features hundreds of distinctive Victorian cottages, a concert auditorium, arts center, historic waterfront hotel, movie theater, pool, tennis and sailing facilities, shopping, dining, and more.

For additional information, visit www.lakesideohio.com 

Essential Duties and Responsibilities 

The following responsibilities are representative of the position and are not intended to be all-inclusive. Additional duties may be assigned as organizational needs require.

Rental Operations and Owner Relations

• Serve as the primary contact for cottage owners regarding rental participation, property concerns, service needs, and unit-related issues.
• Build and maintain positive owner relationships to support owner satisfaction, encourage participation in the rental program, and expand the rental-property portfolio.
• Ensure participating owners comply with Lakeside Cottage Rentals requirements, policies, and procedures.
• Establish and maintain accurate owner, property, and unit records, including photographs and online rental listings.
• Coordinate the seasonal opening of cottages in the spring and closing of cottages in the fall.
• Maintain and manage keys for rental units, including key distribution for guest arrivals and returns.

• Coordinate owner-requested services, such as cleaning, lawn care, appliance repair, air-conditioning service, and other maintenance needs.
• Identify, document, and coordinate resolution of cottage damage, maintenance concerns, and property-condition issues.

Guest Services and Reservations

• Deliver courteous, professional, and solution-oriented service to guests and owners always.
• Respond promptly to guest and owner inquiries by phone, email, and other communication channels.
• Receive and process guest reservations, including reservation changes, cancellations, credits, and debits, in accordance with established policies.
• Process guest payments by credit card and check, ensuring transactions are accurately recorded.
• Prepare guest arrival packets, including cottage keys and applicable check-in information.
• Educate guests regarding Lakeside Chautauqua Pass and Auto Pass requirements, fees, and procedures.
• Address and resolve guest concerns during their stay, including issues involving keys, cleanliness, maintenance, and general cottage conditions.
• Maintain availability to work every other Saturday during the Chautauqua season, generally mid-June through early September, to support guest check-ins and check-outs.
• Participate in an every-other-week on-call rotation during the Chautauqua season to respond to urgent guest concerns outside regular office hours.

Staff and Cleaning Operations

• Supervise and coordinate cottage rental support staff and cleaning personnel.
• Develop and maintain cleaning schedules to ensure cottages are cleaned, inspected, and prepared before guest arrivals.
• Address scheduling conflicts, missed cleanings, service disruptions, and performance concerns promptly and professionally.
• Monitor cleaning quality and follow up on reported concerns to ensure established standards are met.
• Communicate with cleaners, office staff, property owners, and maintenance personnel regarding property readiness, cleaning needs, damage, and corrective actions.
• Assist in resolving guest concerns related to cleanliness, damage, or property condition.
• Maintain clear documentation of cleaning performance, damages, service issues, and corrective actions.
• Collect weekly cleaner reports and prepare supporting documentation and invoices for payment processing.

Financial and Administrative Responsibilities

• Process rental collections, complete daily audits, and prepare deposits in accordance with established procedures.
• Ensure cash, checks, and credit-card transactions are accurately posted to the appropriate accounts.
• Prepare invoices for payment using the RMS accounting system.
• Assist with account reconciliations, financial reporting, and month-end closing procedures.
• Process owner payments through direct deposit and maintain accurate records of owner gross and net proceeds.
• Maintain owner master files and related Excel spreadsheets to ensure records remain current and complete.
• Prepare annual Forms 1099 for eligible owners and vendors.
• Protect the confidentiality of owner, guest, vendor, and company information.

Qualifications

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications below represent the knowledge, skills, and abilities required. 

Education and Experience

• A bachelor’s degree is preferred.
• A high school diploma or equivalent, combined with relevant experience in customer service, hospitality, property management, office administration, or a related field, will be considered.
• Experience in property management, vacation rentals, hospitality, or a customer-facing service environment is preferred.
• Supervisory, scheduling, bookkeeping, or office-management experience is beneficial.
• Proficiency with computers and the ability to learn property-management, accounting, reservation, and office software systems is required.

Knowledge, Skills, and Abilities

• Strong customer service, communication, and interpersonal skills.
• Ability to remain calm, professional, empathetic, and solution-oriented when addressing concerns from guests, owners, vendors, and staff.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities during high-volume seasonal periods.
• Ability to maintain accurate financial, operational, and property-related records.
• Ability to read, interpret, and apply company policies, procedures, correspondence, and operational documents.
• Ability to prepare routine reports, business correspondence, and professional written communications.
• Ability to perform basic business mathematics, including calculating commissions, percentages, credits, debits, and other financial amounts.
• Ability to solve practical problems, exercise sound judgment, and respond effectively to changing priorities and operational needs.
• Ability to maintain confidentiality and handle sensitive financial and personal information appropriately.
• Valid driver’s license and ability to operate a golf cart are required.

Physical Requirements

The physical demands described below are representative of those required to perform the essential functions of this position.

• Ability to sit, stand, walk, reach, bend, stoop, climb, balance, and use hands and fingers to operate office equipment and handle materials.
• Ability to perform repetitive data-entry tasks, particularly during peak rental periods.
• Ability to move and carry light office materials and files (up to 30 pounds) between administrative and rental-office locations.
• Sufficient vision, including close vision, depth perception, and the ability to adjust focus, to perform office, computer, and property-related duties.

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Environment

This position works primarily in a standard office environment, with regular interaction at rental properties and throughout the Lakeside community. The role may require occasional movement of files, supplies, or storage boxes and may involve extended work hours, weekend work, and on-call responsibilities during the Chautauqua season.

Equal Employment Opportunity

Lakeside Association is an equal opportunity employer. We make employment decisions without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, military or veteran status, genetic information, or any other characteristic protected by federal, state, or local law. Lakeside Association will provide reasonable accommodations to qualified applicants with disabilities throughout the application and hiring process, and to employees to perform the essential functions of their jobs. To request an accommodation, please contact Human Resources at employment@lakesideohio.com.