Owner Services Representative

Hourly Rate: $36.00 JOB OVERVIEW Are you looking for a place where meaningful moments are made together? 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. Where great benefits lead to a life fulfilled. Competitive Pay Medical/Dental/Vision/401K opportunities Travel discounts Credit Union Membership Tuition Reimbursement Professional Counseling & Family Support Growth and Development Opportunities Site Specific Perks:
Free on-site parking  Complimentary coffee and tea   Discounts to onsite food outlets  Monthly and quarterly team celebrations and awards  Discounted theme park tickets  Local restaurant discounts  Access to rental car discounts  As an Owner Services Representative a typical day will include:
Serve as the primary point of contact for all unit owners pond 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.…