Quality Assurance Coordinator

Position Summary

The Quality Assurance Coordinator at Maui Resort Rentals ensures exceptional guest and owner satisfaction through comprehensive property inspections and proactive issue resolution for our vacation rental portfolio. This role requires a detail-oriented professional who maintains the highest service standards, prevents negative guest experiences, and serves as a key liaison between operations and guest experience teams.

Key Responsibilities

Property Quality Management

• Conduct comprehensive onsite inspections of owner and VIP units no less than twice annually and at least 30 days prior to owner arrival to identify and address potential concerns
• Perform follow-up visits or re-inspections after guest complaints, property damage incidents, or major repairs
• Evaluate all properties against internal Brand Standards Checklist, ensuring consistent quality across homes
• Recommend and document capital improvement needs based on lifecycle expectations and guest feedback
• Coordinate with housekeeping and maintenance teams to ensure properties meet luxury service standards

Issue Resolution & Communication

• Assign necessary housekeeping and operational tasks to Experience and Operations Directors
• Follow up systematically on all assigned issues to ensure timely and satisfactory completion
• Act as primary liaison between operations and owner services for appliance repairs, replacements, and property improvements
• Collaborate with the Experience Team to resolve operational issues affecting current guests

Documentation & Reporting

• Maintain detailed inspection reports, issues, and resolutions
• Track quality metrics and trends to identify improvement opportunities
• Provide regular reports to leadership on property condition and guest satisfaction initiatives
• Generate monthly QA performance reports with improvement recommendations and priority action items

Required Qualifications

• Attention to Detail: Exceptional eye for detail with unwavering commitment to excellence
• Communication Skills: Strong written and verbal communication abilities for guest and team interactions
• Cross-Functional Collaboration: Proven ability to work effectively across departments (housekeeping, operations, owner services, guest experience)
• Organization & Follow-Through: Highly organized with excellent documentation and task management skills
• Problem-Solving: Strategic problem-solving mindset with ability to act urgently when needed
• Professional Experience: 2+ years in hospitality, property management, luxury services, or guest relations preferred

Preferred Qualifications

• Experience with project management platforms (Asana, Basecamp, or similar tools)
• Proven track record managing online reputation and review platforms (Google, TripAdvisor, Yelp, Airbnb)
• Knowledge of luxury hospitality or VIP service standards and expectations
• Experience in vacation rental or short-term rental property management
• Certification in hospitality management or related field

Compensation and Benefits:

$26-$30 per hour DOE

• Employer paid medical, dental and vision insurance
• Employer paid life and ADD insurance
• PTO
• 401K with 5% company match