Sr Villa Owner Coordinator

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

• 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.

Qualifications

High school diploma or equivalent required; coursework or a degree in hospitality, business, or a related field preferred.

• At least three years of experience in hospitality, vacation rentals, owner relations, or property operations preferred, including experience independently resolving complex service concerns.
• Strong written and verbal communication, organization, attention to detail, and follow-through; ability to manage competing priorities professionally.
• Comfort working with Microsoft Office, reservation or property management systems, and service request tracking tools.
• Ability to interpret rental program procedures, review basic financial information, and work collaboratively across departments.
• Prior experience mentoring team members and supporting luxury resort or vacation home owners preferred.

Work Environment and Physical Requirements

Work includes office duties and visits to villas throughout the resort, with exposure to outdoor weather and stairs. Essential functions include using a computer and telephone, reviewing records, communicating with owners and team members, and accessing villa locations for inspections and service coordination. These functions may be performed with or without reasonable accommodation. Schedule flexibility, including weekends, holidays, and occasional evenings, may be required based on owner arrivals and operational needs.

Eligible team members may have access to the following benefits, subject to the resort’s current offerings, employment status, waiting periods, and applicable plan terms. People and Culture will confirm the benefits available for this position.

• Medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Paid time off and holiday benefits.
• Life insurance, disability coverage, and employee assistance resources, where offered.
• Employee hotel and resort discounts, where available.
• Training, professional development, and career growth opportunities.

Hawks Cay Resort is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex (including pregnancy, childbirth or related medical conditions, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, protected veteran status, or any other status protected by applicable law. We prohibit discrimination, harassment, and retaliation against individuals who raise concerns or participate in protected activity.

Reasonable accommodations are available to qualified applicants and team members as required by applicable law, including accommodations related to disability, sincerely held religious beliefs, and pregnancy, childbirth, or related medical conditions. Contact People and Culture to request assistance with the application process or workplace accommodations.

#INDHC

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.