New

Front Office/Owner Services Coordinator

HEI Hotels & Resorts
life insurance, vision insurance, 401(k)
United States, Hawaii, Lahaina
Jun 27, 2025
About Us Set along the pristine Kaanapali Beach shoreline is The Whaler Resort on Ka'anapali Beach, a condominium resort that exudes leisure and relaxation. Comprised of two 12-story towers on six acres of lush tropical landscaping, guests spend days dipping in the pool, catching sunsets on the beachfront, and unwinding by the fire pits. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice and we are excited to have the opportunity to talk to you about opportunities to join our team! Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply. Overview The Front Office / Owner Services Representative serves as the primary point of contact for both hotel guests and condominium owners. This dual-role position is responsible for delivering exceptional guest service, managing front desk operations, and addressing the unique needs of individual unit owners. The role requires professionalism, clear communication, and a high level of discretion when working with owner information and guest transactions. Key Responsibilities: Front Office Duties: Greet and assist owners and guests with check-in, check-out, and general inquiries. Handle guest requests, complaints, and service recovery with urgency and professionalism. Manage reservations, room assignments, and billing through the property management system (PMS). Monitor lobby cleanliness, safety, and presentation. Coordinate with housekeeping and maintenance to ensure room readiness and issue resolution. Maintain accurate logs, shift reports, and handovers for smooth transitions. Owner Services Duties: Act as the liaison between individual condo owners and the property management team. Provide owners with updates related to unit occupancy, maintenance, and rental activity. Assist owners with reservation requests, arrival preparation, and special instructions for their guests. Support owner onboarding and documentation for new participants in the rental program. Coordinate communication around unit renovations, inspections, or policy updates. Track and manage owner keys, parking assignments, and owner-specific amenities. Qualifications: High school diploma or equivalent; associate's or bachelor's degree preferred. 2+ years of experience in hospitality, property management, or customer service. Knowledge of condo-hotel or vacation rental operations strongly preferred. Proficiency with property management software (e.g., Opera, RMS, Maestro, or similar). Excellent verbal and written communication skills. Strong organizational and multitasking abilities. Able to maintain confidentiality and professionalism in owner interactions. Flexible schedule including evenings, weekends, and holidays. Compensation Salary Range: $35.00 - $35.00 Hourly Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dentalprograms through Anthem Blue Cross Blue Shield as well asVision insurance programsthrough EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.