Owner Experience Liaison

MAUI RESORT RENTALS INC•Lahaina, HI

15h•Hybrid

About The Position

The Owner Experience (OE) Liaison serves as a primary point of contact and trusted representative for Maui Resort Rentals’ (MRR) valued property owners. This critical role ensures that every owner enjoys a seamless, white-glove experience from onboarding through ongoing service, in alignment with our service commitment. As the face of MRR to our owners, the OE Liaison builds lasting relationships rooted in trust, proactive communication, and exceptional service. This role requires a highly professional demeanor, strong organizational abilities, keen attention to detail, and most importantly, a deep commitment to the spirit of Aloha. Working closely with the Director of Experience and the Director of Operations, the OE Liaison collaborates cross-functionally with multiple departments to deliver personalized, responsive service that consistently exceeds expectations.

Requirements

Proven expertise in customer service, hospitality, or property management
Outstanding verbal and written communication skills
Detail-oriented with excellent organizational skills and the ability to manage simultaneous projects
Proficiency with Salesforce, Google Workspace, and proprietary software platforms
Ability to adapt quickly and learn new systems, processes, and property-specific details
Strong interpersonal skills with a warm, engaging, and professional demeanor
Resourceful and composed under pressure, especially when addressing urgent owner needs
Bachelor's degree preferred; equivalent experience in a relevant field will be considered
3+ years of experience in hospitality, luxury service, real estate, or a customer-facing role
Regular use of a computer and associated technology tools for extended periods is required

Nice To Haves

Familiarity with high-end vacation rental operations is a strong plus

Responsibilities

Execute and manage the administrative onboarding process for new owners.
Conduct welcome meetings (in person or remotely) to introduce services, processes, and expectations.
Gather and manage property documentation, contacts, preferences, and logistical needs.
Serve as the day-to-day liaison for all owner inquiries, requests, and concerns.
Provide personalized follow-up communication for owner arrivals, stays, and departures.
Act as a first responder for owner-related issues, escalating matters appropriately while ensuring swift resolution.
Partner with internal teams including Operations, Engineering, Housekeeping, and Marketing to fulfill owner needs.
Track owner-related tasks and service requests via Salesforce and internal systems, ensuring timely updates and task completion.
Manage internal workflows, flagging bottlenecks and identifying opportunities to improve owner satisfaction.
Foster meaningful, long-term relationships with MRR property owners built on trust, responsiveness, and transparency.
Maintain detailed records of owner preferences, communications, service history, and expense receipts.
Keep accurate logs of Owner Experience expenses and service activities.
Provide regular updates to leadership on owner satisfaction, recurring issues, and opportunities for enhancement.