Owner Services Representative

Marriott Vacations Worldwide•Maui Kaanapali Villas, HI

13d•Onsite

About The Position

At Aqua Aston Hospitality (AAH), we make vacation dreams come true for travelers around the world in a supportive, friendly, and beautiful work environment. As an Owner Services Representative, serves as the primary contact for a set number of unit owners at Maui Kaanapali Villas, providing responsive and professional service that supports long-term owner satisfaction and retention. The role combines owner-facing rental program responsibilities with day-to-day administrative support for the General Manager and Owner Services Manager. Duties include maintaining and growing the rental management program, coordinating unit maintenance and renovations, ensuring all rental units meet MKV quality standards, and assisting with administrative functions, correspondence, and regulatory compliance.

Requirements

High school diploma or equivalent required.
Some college preferred.
Condominium/resort management background strongly preferred.
Minimum 2 years in vacation rental management, owner services, guest services, or related hospitality/property management.
Financial proficiency required, including budgets, owner statements, forecasts, and analytical reporting.
Sales experience desirable.
Valid driver's license may be required.
Proficiency in Microsoft Office Suite required.
Experience with Property Management Systems (PMS) and work order tracking software preferred.
Must communicate fluently in English (written and verbal).
High level of diplomacy and tact required when dealing with diverse clients and employees under stressful situations.

Responsibilities

Serve as the primary point of contact for all unit owners at MKV.
Respond to all owner inquiries, concerns, and correspondence within 24 hours.
Maintain complete and accurate correspondence files and detailed owner notes in the Property Management System (PMS).
Notify owners of any unit issues requiring removal from rental availability for 2 or more days.
Schedule and conduct meetings with owners visiting the property; provide the General Manager with advance notice of owner arrivals.
Attend RAC (Rental Advisory Committee) and owner meetings when issues affecting owners are on the agenda.
Prepare and distribute advisories and notices to unit owners and occupants as needed.
Acquire, maintain, and renew Rental Management Agreements (RMAs) for all participating units.
Deliver detailed program presentations to prospective owners.
Review all contractual specifics with new and potential rental participants.
Recruit Non-In-Rental-Program (NIRP) owners to join the rental program.
Ensure all required liability insurance policies are in place and current before and throughout rental program participation; remove any unit from the program if insurance lapses.
Introduce new owners to the full scope of program benefits and obligations.
Negotiate applicable rates on borrowed NIRP units as needed.
Act as liaison between unit owners and vendors for all repairs, maintenance, and renovations.
Prepare and submit work orders to accounting upon completion; ensure all work orders reflect the agreed-upon profit markup.
Prepare accurate labor and material cost estimates for all quoted jobs.
Bill owners for services performed below the IARA dollar threshold and for replacement parts (batteries, bulbs, air filters, etc.).
Coordinate at least one capital improvement project per year across all units.
Track periodic housekeeping condition reports and schedule deep cleaning and preventive maintenance accordingly.
Document all asset modifications, replacements, and repairs in the preventive maintenance and interior asset inventory tracking system.
Coordinate and conduct annual inspections and grading of all rental units (195+).
Prepare individual written inspection reports for each owner summarizing findings and recommended action items.
Inspect units prior to owner visits and periodically throughout the year to ensure superior condition.
Share oversight responsibility for returning units to rental rotation in a timely manner following maintenance or owner stays.
Prepare and distribute owner occupancy and gross income statements and other reports as directed.
Manage and track all fixed-income room assignments and distributions.
Track and report individual owner reserve account balances.
Discuss use of reserve funds for scheduled projects and capital needs.
Order FF&E upon receiving owner authorization.
Submit required charges and credits to accounting for processing.
Accept, track, and process owner reservation requests and owner-guest reservations.
Manage and block reservations as needed in coordination with the front desk and reservations team.
Provide owners with advance notice when units must be taken out of rental availability.
Provide administrative support to the General Manager and Owner Services Manager.
Maintain master keys for all units and keep the homeowner directory current.
Maintain a Reading File and familiarity with House Rules, Policies, Declarations, and By-Laws.
Assist with new-hire orientation and separation of AOAO employees as directed.
Distribute paychecks and handle related administrative matters.
Adhere to and enforce Association and management company policies and procedures.
Record and distribute minutes at staff and committee meetings.
Receive, sort, and route association parcels and mail.
Participate in the Safety Committee to identify and address potential hazards.
Perform other duties as assigned.
Communicate any owner dissatisfaction, unit mishaps, or escalating concerns to the General Manager promptly.
Meet all deadlines consistently; work submitted must be accurate and professionally formatted.