Quality Assurance Coordinator

Quality Assurance Coordinator

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.

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.