Quality Assurance Coordinator

Maui Resort Rentals • Lahaina, HI

13d • $26 - $30 • Onsite

About The Position

The Quality Assurance Coordinator safeguards guest and owner satisfaction across our vacation rental portfolio through scheduled property inspections, brand-standard enforcement, and proactive issue resolution of property deficiencies. The person in this role owns the inspection cycle for our managed properties. This role requires a detail-oriented professional who maintains the highest service standards, prevents negative guest experiences, and serves as a key liaison between operations, owner experience and guest experience teams. This position reports to our Kaanapali office and spends a portion of their time onsite at our properties conducting inspections.

Requirements

• 2-3 years’ experience in hospitality, property management, luxury services, or guest relations.
• Proficiency with project or task management software.
• Proficiency with Google Workspace
• Strong documentation and reporting skills.
• Reliable transportation, valid driver’s license and ability to travel to properties for onsite inspections.
• Familiarity with luxury or VIP hospitality service standards.
• Ability to sit, stand, bend and lift up 20 lbs.

Nice To Haves

• Knowledge of capital improvement planning and asset lifecycle management is a plus.
• You catch details others miss.
• You follow through on assigned tasks until they are verifiably resolved.
• You communicate issues clearly and work effectively across departments.

Responsibilities

• Conduct onsite inspections of owner units ideally twice annually, and no fewer than 30 days prior to each owner's arrival.
• Perform re-inspections following guest complaints, property damage incidents, or major repairs.
• Evaluate every property against the internal Brand Standards Checklist and document deviations.
• Identify and document capital improvement needs based on asset lifecycle expectations and guest feedback.
• Verify that housekeeping and maintenance output meets defined luxury service standards before owner and guest arrivals.
• Document necessary housekeeping and maintenance tasks using company software
• Serve as the point of contact between operations and owner services for appliance repairs, replacements, and property improvements.
• Coordinate with the Experience Team to resolve operational issues affecting in-house guests.
• Escalate unresolved or recurring defects with recommended corrective action.
• Maintain inspection reports documenting findings, assigned tasks, and resolutions.
• Track quality metrics and trends to surface recurring defects and improvement opportunities.
• Produce monthly QA performance reports with prioritized action items and improvement recommendations.
• Provide leadership with regular updates on property condition and guest satisfaction initiatives.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance (100% employer-paid options for employees and dependents)
• 401(k) with up to 5% company match
• Employer-paid Life/AD&D
• Paid Time Off (PTO)
• Paid Sick Leave
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed