Senior Villa Owner Relations Lead

Wequassett; Duck Key (FL); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement savings plan

Paid time off and holiday benefits

Life insurance, disability coverage, &

Employee hotel and resort discounts

Training, professional development, &"

Job summary

Hawks Cay Resort in Duck Key, FL seeks an experienced Owner Relations Coordinator to manage villa owner communications and coordinate reservations across departments. The role emphasizes responsive service, adherence to resort policies, and meticulous documentation.

The position requires a hospitality background, strong communication, and the ability to handle multiple priorities, including escalated concerns and onboarding processes.

Qualifications

• High school diploma or equivalent; hospitality, business, or related field preferred.
• At least three years in hospitality, vacation rentals, owner relations, or property operations preferred; ability to resolve complex service concerns.
• Strong written and verbal communication, organization, attention to detail, and follow-through.
• Comfort with Microsoft Office, reservation or property management systems, and service request tracking tools.
• Ability to interpret rental program procedures and collaborate across departments.
• Experience mentoring team members and supporting luxury resort or vacation home owners preferred.

Responsibilities

• Maintain professional, responsive communication with villa owners by phone, email, and in person; document requests, commitments, and follow-up.
• Coordinate owner and authorized guest reservations, arrival details, special requests, and departure arrangements in accordance with rental agreements and resort policies.
• Partner with Housekeeping, Engineering, Front Office, Reservations, and Accounting to prepare villas for owner arrivals and resolve service concerns.
• Track maintenance requests, inspections, preventive maintenance, and approved improvement projects; communicate status and anticipated completion dates to owners.
• Coordinate estimates and obtain required owner and management approvals before scheduling work or authorizing charges within delegated authority.
• Maintain accurate owner contact records, villa profiles, reservation restrictions, work orders, correspondence, and approval documentation while protecting confidential information.
• Assist owners with questions about statements, charges, and rental program procedures; research discrepancies with Accounting and route financial decisions to authorized leaders.
• Conduct or coordinate villa condition reviews, document deficiencies, and follow up on corrective actions and readiness standards.
• Handle escalated owner concerns with sound judgment, recommend solutions within policy, and promptly involve leadership when additional authority is needed.
• Prepare owner communications and status reports; identify recurring concerns, overdue requests, and opportunities to improve response times and owner satisfaction.
• Support owner onboarding, meetings, and rental program updates; explain approved procedures without making unauthorized contractual or revenue commitments.
• Provide day-to-day guidance and training to coordinators, assist with coverage, and model service standards; perform other related duties as assigned.

Skills

Written communication

Verbal communication

Organization

Attention to detail

Follow-through

MS Office

Education

High school diploma

Hospitality coursework

Tools

Reservation systems

Property management systems

Service request tracking tools

MS Office

Job description

Hawks Cay Resort in Duck Key, FL seeks an experienced Owner Relations Coordinator to manage villa owner communications and coordinate reservations across departments. The role emphasizes responsive service, adherence to resort policies, and meticulous documentation.

The position requires a hospitality background, strong communication, and the ability to handle multiple priorities, including escalated concerns and onboarding processes.