Quality Assurance Coordinator

Description

About Us

At Maui Resort Rentals we take hospitality seriously. Whether interacting with our owners or our guests, our guiding principle is a spirit to serve.

As a hospitality business, our ability to deliver is heavily dependent on our people. Unlike a traditional vacation rental manager that relies heavily on outside contractors, we believe that an employee-based model is the best way to ensure quality and consistency.

We also believe that the best way to ensure that our employees are taking care of our guests and owners, is by ensuring that we are taking care of our employees. To that end, we are proud to provide top-tier wages and benefits, and our commitment to a positive workplace culture has led to Maui Resort Rentals being named a three-time Hawaii Business Magazine “Best Place to Work” as well as a “Best Place to Work” by Outside Magazine.

About this Position

The Quality Assurance Coordinator safeguards guest and owner satisfaction across our vacation rental portfolio through scheduled property inspections, brand-standard enforcement, and proactive issue resolution of property deficiencies. The person in this role owns the inspection cycle for our managed properties. 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, owner experience and guest experience teams. This position reports to our Kaanapali office and spends a portion of their time onsite at our properties conducting inspections. 

Requirements

Key Responsibilities

Property Quality Management

• Conduct onsite inspections of owner units ideally twice annually, and no fewer than 30 days prior to each owner's arrival.
• Perform re-inspections following guest complaints, property damage incidents, or major repairs.
• Evaluate every property against the internal Brand Standards Checklist and document deviations.
• Identify and document capital improvement needs based on asset lifecycle expectations and guest feedback.
• Verify that housekeeping and maintenance output meets defined luxury service standards before owner and guest arrivals.

Issue Resolution & Communication

• Document necessary housekeeping and maintenance tasks using company software
• Serve as the point of contact between operations and owner services for appliance repairs, replacements, and property improvements.
• Coordinate with the Experience Team to resolve operational issues affecting in-house guests.
• Escalate unresolved or recurring defects with recommended corrective action.

Documentation & Reporting

• Maintain inspection reports documenting findings, assigned tasks, and resolutions.
• Track quality metrics and trends to surface recurring defects and improvement opportunities.
• Produce monthly QA performance reports with prioritized action items and improvement recommendations.
• Provide leadership with regular updates on property condition and guest satisfaction initiatives.

Skills & Competencies

• Ability to inspect properties against a defined standards checklist and accurately document defects.
• Proficiency with project or task management platforms (e.g., Asana, Basecamp) to assign and track work to completion.
• Exceptional written and verbal communication skills for reporting findings and coordinating across teams.
• Data tracking and reporting skills to compile metrics and produce recurring QA reports.
• Ability to prioritize and manage multiple concurrent inspections, tasks, and follow-ups.

Relationships & Reporting

• Reports to the Director of Owner Experience.
• This is an onsite position at our Kaanapali office location. 

Requirements

• 2-3 years’ experience in hospitality, property management, luxury services, or guest relations.
• Proficiency with project or task management software.
• Proficiency with Google Workspace
• Strong documentation and reporting skills.
• Reliable transportation, valid driver’s license and ability to travel to properties for onsite inspections.
• Familiarity with luxury or VIP hospitality service standards.
• Knowledge of capital improvement planning and asset lifecycle management is a plus.
• Ability to sit, stand, bend and lift up 20 lbs. 

Who You Are

• You catch details others miss.
• You follow through on assigned tasks until they are verifiably resolved.
• You communicate issues clearly and work effectively across departments.

Compensation & Benefits

• Pay Range $26-$30 per hour
• Comprehensive Medical, Dental, and Vision Insurance (100% employer-paid options for employees and dependents)
• 401(k) with up to 5% company match
• Employer-paid Life/AD&D
• Paid Time Off (PTO)
• Paid Sick Leave
• Paid Holidays

This company conducts pre-employment background checks and drug screening, as well as participates in E-Verify.