Owner Services Representative

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, you will have extensive interaction and communication with owners and guests. Ensure all rental units are maintained in good condition and meet Aqua-Aston’s standards for rental program participation.

• 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:

• As a Owner Services Representative, a typical day will include:
  • Acquire and maintain rental management contracts for all participating rental units.
  • Give detailed presentations to new clients joining the rental program.
  • Ensure new units are correctly billed for any start-up costs.
  • Introduce new unit owners to the rental program. Review RMA contractual specifics with potential owners considering the rental program.
  • Take physical inventory of units before entering rental program.
  • Schedule installation of equipment and services to units entering the rental program. • Recruit NIRP units’ owners to participate in rental program.
  • Ensure that all NIRP units borrowed for rental use have appropriate insurance in place.
  • Negotiate with NIRP unit owners on rates to be paid for borrowed units (if and when needed).
  • Make sure that all liability insurance policies are in place BEFORE units are placed in the program.
  • Make sure that all liability insurance policies remain in place and appropriately endorsed.
  • Remove any unit from the program in which insurance is not in place, for any reason.
  • Act as liaison between unit owners and vendors for repair/upgrading of units.
  • Prepare work orders for maintenance repair and submit to accounting after work is completed.
  • Track periodic reports from the housekeeping department about the condition of each unit.
  • Schedule heavy duty cleaning and maintenance and bill the same.
  • Work with Maintenance Manager in preparing Work Orders for repairs and maintenance.
  • Ensure that all Work Orders include agreed upon profit markup.
  • Prepare labor and material estimates on all quoted jobs. Reconcile all Work orders at each periods end.
  • Bill owners for services performed under the dollar threshold amount in the IARA.
  • Bill owners for replacement parts needed in units (i.e. batteries, bulbs, air filters, etc.).
  • Bill owner’s monthly fee to cover replacement parts.
  • Schedule at least one capital project per year to accomplish in all units (i.e. – carpets, TV’s, etc.).
  • Contact Unit Owner for permission to take bids or repair items that need attention in units.
  • Prepare owner services reports as directed. •
  • Maintain copious notes on all unit owner communication in Owners Profile in PMS System.
  • Order FF&E when needed and when permission is received.
  • Discuss the use of Reserve Funds for annually scheduled projects and other possible needs.
  • Track and report on the balance in Owners Reserve Accounts (in room).
  • Reserve funds lacking, discuss whether rental program can provide unit owner with 3 month terms as an incentive to renovate units.
  • Evaluate rental units to ensure units meet standards.
  • Conduct annual inspections and grading of all rental units and prepare individual written reports to all owners based upon the results of this inspection.
  • Accept and track Owner Reservation requests and owner guest reservations.
  • Inspect and insure superior condition of unit before owner visit and periodically during year.
  • Inspect all units in the rental program at least once a year and record blemishes and work necessary.
  • Communicate with unit owners regarding their questions, concerns, comments and suggestions.
  • Maintain complete and accurate correspondence files, including Owner Services Master List.
  • Attend BOD and Committee meetings when possible and when critical issues are happening at the property.
  • Respond to all owner communication within 24 hours.
  • Notify unit owners if and when unit needs to be taken out of rental availability for 2 days or more.
  • Schedule meeting with Owners visiting property to discuss conditions and revenues.
  • Provide General Manager with advanced notice of owners visiting or staying at property.
  • Adhere to any agreements to pay condo maintenance on behalf of Unit Owner.
  • Share Oversight responsibility of bringing units back in rental availability in a timely manner.
  • Control timing when possible of removing units from rental rotation.
  • Prepare in advance to remedy issues in units at appropriate times.
  • Communicate any and all discontented owners or mishaps to the General While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when business need dictates. Manager.
  • Manage and block reservations.
  • Manage and track distributions.
  • Manage and track all fixed income rooms
  • Perform other duties as assigned.

• Guest Experience and Company Standards
  • Assist owners in upgrading and maintaining the rental units providing information and comparables as necessary.

To Become a Sr. Agent Reservations at AAH:

• High School degree/diploma. Some college preferred. Real Estate licenses preferred. Condominium /Resort background preferred.
• Previous Vacation Rental and Guest Service Experience. Must have financial proficiency to include working with budgets, forecasts, and analytical reporting. Sales experience desirable
  
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.