Owner Services Representative

Duties

• 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.).
• Cookordination 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.

Qualifications

• 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.