Junior Owner Services Administrator

Company Overview:

Millennium Investments is a leading force in construction and real estate development, with a legacy of creating world-class properties like The Crane and East Resort. Our commitment to innovation, quality, and excellence drives every project we undertake.   We invite you to join our team of over 600 employees, to work at one of the most unique hospitality properties in Barbados and the oldest operating hotel in the Caribbean.

We are seeking a Junior Owner Services Administrator to join our dynamic team and play a key role in supporting the Owner Services Department.   In this position, you will be eligible for employee benefits such as health and life insurance, exclusive employee discounts in our Food & Beverage Outlets, exclusive discounts to stay at our resorts, exclusive rates for 50+ affiliate resorts worldwide and discounts on gym membership.

Applications open to Barbadian nationals, CARICOM Nationals eligible to work in Barbados or eligible for Free Movement of Skills/Labour Certificate and Foreign Nationals with permission to reside and work in Barbados.

Role Overview:

Provides administrative and operational support to the Owner Services team and Members. The role is responsible for accurately processing Member reservations and ownership information, maintaining Member accounts and records, supporting external exchange programmes, responding to Member enquiries, assisting with internal operational requirements, and ensuring that Member-related information is accurately maintained across the relevant systems.

Main Key Responsibilities:

Member Reservations and Ownership Administration

- Accurately input and maintain all Member reservations in the applicable Property Management System (PMS) and other ownership systems.

- Process reservations for owned weeks, Member holds, Crane Point and Encore Point bookings, floating weeks, RCI Weeks/Points/Club reservations, Registry Collection, Third Home, Hilton Grand Vacations and applicable Exchange Affiliate programmes.

- Maintain accurate Member accounts, including Crane Points, usage, banking, exchanges, incidental charges and other applicable transactions.

- Review weekly Member arrivals and ensure reservations are accurately reflected for the applicable building and unit.

- Verify that reservations contain the appropriate Member notes, special requirements, ownership information and applicable rental pool or usage information.

- Ensure Member financial obligations are current where required before reservations are processed.

- Review banked reservations and ensure applicable reservations are cancelled and accurately recorded in the ownership database.

- Input new Member contracts into the applicable reservation and ownership systems.

- Ensure reservations associated with newly purchased units/weeks are established for the required period.

- Cancel reservations associated with traded-in units/weeks and units/weeks deposited into the Rental Pool, where applicable.

- Ensure referral points and other Member entitlements are accurately recorded.

- Complete registration for applicable external exchange programmes.

- Maintain accurate Member records and ensure all relevant systems are updated following changes to ownership, membership or usage.

- Update points records for Registry Collection, Trade Winds and RCI Club Members.

Member Services and Customer Service

- Provide professional, courteous and responsive service to Members.

- Respond to Member enquiries received by telephone, email or other approved communication channels and assist Members in person when required.

- Accurately communicate policies, procedures, ownership requirements, booking information, account status and applicable Member benefits.

- Process Member payments relating to weekly fees, loan payments, deposits and other approved transactions.

- Assist with the administration of Member current and reserve accounts, including approved cash withdrawal requests.

- Meet with Members to understand and address issues arising during their stay and provide appropriate service recovery within established guidelines.

- Maintain a high level of professionalism and confidentiality when dealing with Member information.

- Ensure Member concerns are appropriately documented, followed up and escalated where required.

External Exchange Programmes

- Process and administer Member requests relating to RCI Weeks, Points and Club programmes, Registry Collection, TradeWinds and applicable Exchange Affiliates.

- Use the relevant external systems and portals to submit bookings, exchanges, banking requests and cancellations.

- Verify Member ownership status, availability and applicable points requirements before processing transactions.

- Deduct the appropriate number of Crane or Encore Points for applicable exchange and booking transactions.

- Maintain accurate records of all exchange transactions, bookings, cancellations and points usage.

- Administer the Registry Collection programme, including internal points accounts, booking inventory, fulfilment and related records.

- Administer TradeWinds Cruise Club bookings and banking requests and maintain the applicable TradeWinds account.

- Liaise with Exchange Affiliates, including Anantara, El Cid, Holiday Inn, Living Water and Hapimag, regarding availability and reservations.

- Verify the points cost associated with Exchange Affiliate bookings and ensure the appropriate points are deducted.

- Update applicable internal systems, including Opera, ownership records, drives and statements.

- Provide booking confirmations to Members and maintain appropriate documentation.

- Ensure exchange reporting is accurate and completed within established timelines.

Internal Operational Support

- Provide support to Reservations and Front Desk as required.

- Support Sales staff with ownership database information, Crane Points and Member queries following the sales handoff.

- Assist the Director of Club Services and Owner Services Supervisor with ad hoc requests, projects and administrative activities.

- Assist the Millennium Accounts Department with collection-related activities on Member accounts, as required.

- Provide room tours to Members when required.

- Support Engineering, Front Desk, Housekeeping and Service Hub with room blocks, building closures and room reallocations.

- Contact and relocate Members to comparable accommodations where required due to operational or room-related issues.

- Liaise with relevant departments to ensure Member relocations are coordinated efficiently and communicated appropriately.

- Assist with other duties and operational requirements as assigned.

Billing and Financial Administration

- Prepare weekly billing files for Concord.

- Prepare daily billing files for units/weeks removed from the Rental Pool for Crane Points or Member usage.

- Ensure billing information is accurate and submitted within established timelines.

- Update applicable billing accounts in Concord, PMS and other relevant systems.

- Ensure Member points, charges and other financial information are accurately reflected in the applicable systems.

Encore Programme Administration

- Ensure Member type and contract details are accurately entered into the PMS.

- Create and maintain statements for Encore Exit Members and Members who have traded into the programme.

- Update applicable billing accounts in Concord and PMS.

- Ensure Encore Points and related Member information are accurately recorded and maintained.

- Process reservations and account changes associated with the Encore programme.

Member Satisfaction Programme

- Assist with identifying and developing potential partnerships and Member benefit opportunities.

- Contact prospective partners and assist with negotiating discounts and benefits for Members within established guidelines.

- Work closely with Marketing to ensure communications to partners are issued and promotional materials accurately reflect agreed Member benefits.

- Monitor the progress and effectiveness of Member satisfaction initiatives.

- Communicate Member discounts, packages and benefits to Concierge and other relevant departments.

- Ensure Member reservations contain personalised alerts identifying ownership tier, ownership years and other relevant Member information.

- Work closely with Front Desk and Concierge regarding Member traces and special requirements.

- Prepare weekly personalised Member communications based on bookings and applicable Member information.

Hilton Grand Vacations (HGV) Administration

- Manage HGV inventory blocks and release inventory returned to The Crane for Member or resort usage.

- Monitor scheduled out-of-order (OOO) room blocks and enter ad hoc OOO room blocks as required.

- Notify HGV Inventory Management of applicable room blocks and changes.

- Input, maintain and update HGV reservations.

- Review daily arrivals and ensure upcoming reservations are accurately reflected in the applicable systems.

- Enter last-minute arrivals received through Expedia, Booking.com, Hilton.com or other approved channels.

- Ensure information in Voice and Opera is accurate and reconciled.

- Provide digital or virtual credit card information for applicable Expedia and Booking.com reservations in accordance with established procedures.

- Cancel reservations that have rolled over and reached zero nights, where applicable.

- Respond to HGV personnel regarding room descriptions and related accommodation queries.

- Process Member stays at HGV properties by:

Verifying availability in Voice for requested dates and unit types.

- Confirming the applicable points cost.

- Deducting the required points from the Member account.

- Updating applicable drives or statements.

- Issuing booking confirmations.

- Reconcile points reflected in the HGV drive against Member points balances in Voice.

- Assist with guest relocations where room-related issues arise.

- Record reservations using Crane inventory accurately.

- Record and maintain appropriate information relating to calls received from Hilton.

- Liaise with HGV representatives to investigate and resolve discrepancies.

Systems and Records Management

- Demonstrate the ability to learn and effectively use new PMS systems implemented by the Company.

- Maintain accurate information across PMS, ownership databases, Voice, Concord, Member databases, external exchange portals and other approved systems.

- Use ancillary databases, software and technology adopted by the Company.

- Ensure data is entered accurately and records are updated promptly following transactions or changes.

- Maintain the confidentiality and security of Member and Company information.

- Identify and report system discrepancies or data inconsistencies to the appropriate person.

Membership Changes and Account Maintenance

- Process Member cancellations and ensure all associated records are updated accurately.

- Remove cancelled Members from applicable Member areas and systems.

- Cancel associated reservations in the Reservation System.

- Cancel or expire applicable Crane Points in the ownership database.

- Process cancellation of external exchange memberships where applicable.

- Ensure all relevant internal and external systems reflect the Member's current status.

- Maintain accurate documentation of completed transactions and changes.

Required Skills & Qualifications:

- Secondary school education or equivalent.

- Proficiency in Microsoft Office applications and general computer systems.

- Previous experience in an administrative, customer service, reservations or hospitality environment.

- Experience handling customer enquiries and maintaining accurate records.

- Experience processing financial transactions or maintaining account information.

Desired Qualities:

- Certification or training in hospitality, tourism, customer service, business administration or a related discipline.

- Previous experience in hotel, resort, vacation ownership, timeshare, reservations or Member services.

- Experience using PMS, reservation, ownership or customer relationship management systems.

- Experience working with external booking or exchange platforms.

Applications close on September 22, 2026.

Please note that only suitably qualified applicants will be invited to interview.