Owner Care Consultant

Job Description

Job Description

Join Vacatia and Elevate the Owner Exchange Experience

Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, and stay. We’re building the next generation of travel lifestyle products blending technology, hospitality, and design to create smarter, more connected experiences for guests, owners, and partners.

We’re looking for a hospitality-driven Owner Ambassador who will serve as the on-site expert for exchange programs and owner education, helping members unlock the full value of their vacation ownership while delivering an exceptional, service-first resort experience. In this role, you will act as an on-site advocate for both owners and guests, ensuring they maximize their ownership value or rental experience through Vacatia programs and external partnerships. If you thrive in guest-facing environments and enjoy combining customer service, education, and problem-solving, this role offers the opportunity to make a meaningful impact on the owner's journey.

Why You’ll Love Working at Vacatia

• Build the Future: Help shape how owners experience vacation exchange programs by delivering personalized guidance and education that enhances every stay.
• Impact That Matters: Serve as a trusted advisor for owners, helping them maximize the value of their membership through exchanges, upgrades, and strategic travel planning.
• Innovation at Scale: Work within a nationally recognized hospitality organization that integrates resort management, technology, and ownership services.
• Autonomy and Ownership: Operate as the on-site subject matter expert for exchange programs, owning the owner education and exchange support experience at the resort.
• Culture of Growth: Grow your expertise in exchange programs, owner engagement, and hospitality operations within a collaborative, performance-driven environment.

Your Impact

• Serve as the on-site exchange subject matter expert, providing personalized support for exchange bookings, deposits, upgrades, and membership benefits.
• Act as an on-site advocate for both owners and guests, ensuring they maximize their ownership value or rental experience through internal programs and external partnerships.
• Welcome guests and engage with them throughout their stay to unlock available services and benefits, enhancing their overall experience and satisfaction.
• Support resort operations as needed, assisting with guest flow, line management, and overall guest satisfaction during peak periods.
• Educate owners on maximizing the value of their exchange membership, including strategies, trading power optimization, bonus weeks, and promotional opportunities.
• Provide education on Vacatia programs, helping owners fully understand and leverage the benefits of their ownership.
• Conduct owner education sessions, workshops, and one-on-one consultations to increase program engagement and utilization.
• Deliver a hospitality-first experience that reinforces brand loyalty while resolving concerns with professionalism and urgency.
• Assist owners with domestic and international exchange bookings, navigating availability and securing inventory aligned with their travel preferences.
• Educate and support owners with third-party exchange programs, answering questions related to benefits, processes, and usage.
• Address owner inquiries related to policies, fees, expiration timelines, cancellations, and exchange processes with accuracy and clarity.
• Facilitate exchanges and deposits for external programs as needed.
• Troubleshoot owner account and system issues in real time, including login access, renewals, and transactional discrepancies.
• Maintain accurate and detailed documentation of owner interactions within CRM systems to ensure continuity of service.

What You Bring

• Experience in timeshare, vacation ownership, exchange programs, hospitality operations, or a related guest service environment.
• Strong knowledge of exchange systems, membership benefits, and exchange processes.
• Proven ability to deliver consultative, hospitality-first service and build trust-based relationships with owners and guests.
• Strong problem-solving skills with the ability to quickly resolve account issues, booking challenges, and transactional discrepancies.
• Excellent communication and presentation skills with confidence conducting one-on-one consultations, workshops, or group owner education sessions.
• Ability to multitask in a fast-paced resort environment while maintaining professionalism and attention to detail.

Join Us

Join us at the start of something big. If you’re ready to help owners unlock the full potential of their vacation ownership experience while delivering hospitality that inspires loyalty and trust, we’d love to hear from you.