Owner Services Representative

Marriott Vacations Worldwide•Wailua, HI

About The Position

At Aqua Aston Hospitality (AAH), the Owner Services Representative works in a supportive hospitality environment and interacts extensively with current and prospective owners and realtors to retain and recruit owners for the rental program. The representative serves as a primary contact for owners, helping coordinate matters ranging from basic repairs and air-conditioning maintenance to renovations. The position interacts daily with the management team and directly supervises hourly staff during Manager on Duty (MOD) shifts, expected 1–2 days per week. The role also assists the General Manager with administrative duties, including balancing bar banks, drops, and daily accounting sheets and supervising discrepancies. Responsibilities include recruiting owners and maintaining rental-program contracts; responding to unit issues; coordinating repairs and upgrades with vendors; inspecting rental units; preparing work orders and accounting documentation; presenting the rental program to prospective clients; supporting unit refresh projects; preparing owner reports and newsletters; and supervising staff during MOD shifts. The representative also trains and assists the front desk when coverage is needed and performs other assigned duties.

Requirements

High school diploma or equivalent.
Ability to communicate in English, orally and in writing, so customers, guests, and coworkers can understand.

Nice To Haves

Some college preferred.
Condominium or resort background preferred.
Previous vacation rental and guest services experience preferred.
Sales experience desirable.

Responsibilities

Recruit new owners by building and nurturing relationships with realtors and potential owners.
Track, respond to, and resolve unit issues reported through owner and guest surveys and reviews.
Liaise between unit owners and vendors regarding repairs and upgrades; direct and supervise maintenance work.
Prepare maintenance work orders and submit them to Accounting after work is completed.
Regularly inspect rental units to ensure they are maintained according to AHR and AAA standards and OSHA regulations.
Acquire and maintain rental management contracts for participating rental units.
Give detailed presentations to new clients joining the rental program and ensure new units are correctly billed for start-up costs.
Assist in monitoring the unit Refresh project and maintaining rental units, providing information and comparables as needed.
Submit required work orders, telephone changes, miscellaneous charges, and credits to Accounting for processing.
Prepare annual rental reports for unit owners and quarterly Condoletters.
Assist the General Manager with administrative duties, including balancing bar banks, drops, and daily accounting sheets and supervising discrepancies.
Work assigned Manager on Duty shifts, expected 1–2 days per week, and supervise staff on duty during those shifts.
Train and assist the front desk when coverage is needed.
Perform other duties as assigned.