Mayuko Larkins
Honolulu,Hawaii
Summary
Dynamic and bilingual (English/Japanese) Client Manager with a proven track record in hospitality and property management, currently serving as Owner Services Manager at Ilikai Hotel & Luxury Suites. Successfully expanded rental inventory by 18 units through strategic owner engagement, and collaborative cross-functional execution. Experienced in managing a global client base—including Japan, mainland U.S., broader Asia, Canada, and Australia—while providing culturally aware service and communication. Skilled in CRM, problem-solving, data analysis, and client relationship management. Fast learner and strong communicator, with a passion for building long-term partnerships and delivering exceptional client experiences across international markets.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Owner Services Manager
Ilikai Hotel & Luxury Suites
Honolulu, USA
07.2023 - Current
- Company Overview: Marriott Vacations Worldwide
- Manage 200+ condo-hotel units, serving as the main liaison between owners, real estate agents, and hotel operations.
- Increased hotel rental program inventory by 18 units through proactive owner engagement, trust-building, and personalized support strategies.
- Collaborate with AOAO and internal departments to ensure seamless onboarding, compliance, and high owner satisfaction.
- Track guest feedback and operational metrics to recommend improvements, and maintain quality standards.
Executive Administrative Assistant / Office Manager
AOAO Island Colony
Honolulu, USA
07.2021 - 08.2023
- Company Overview: Association of Apartment Owners
- Managed day-to-day operations for 745 units, including owner/vendor relations, security coordination, and project oversight.
- Supported capital projects (Spall Repair, Plumbing) and owner renovations, ensuring communication and compliance.
- Managed check-ins for tenants and guests, enforced rental rules, and supported building policies.
- Translated for Japanese owners and supported approval documentation and renovations.
- Built strong relationships with owners, board members, and hotel teams to ensure operational excellence.
- Association of Apartment Owners
Resort Manager (Guest Experience Manager) - Opening Team
Hilton Grand Vacations
Honolulu, USA
02.2017 - 06.2021
- Oversaw operations across 4 towers (1,200 rooms), supervising cross-functional teams to ensure service excellence.
- Recruited, trained, and evaluated bell desk and hospitality team performance.
- Handled VIP reservations, complaints, and crisis response procedures.
- Created SOPs, emergency communication tools, and guest information templates.
- Managed review responses on TripAdvisor, Google, and major OTAs.
Sales & Marketing Roles
JTB Hawaii Inc.
Honolulu, USA
05.2008 - 01.2017
- Coordinated hotel inventory, web bookings operations, and travel packages for Japanese and international markets.
Sales & Marketing Roles
JTB (Japan Travel Bureau Foundation)
, Japan
04.2001 - 03.2008
- Led sales and service teams in call centers and regional sales offices; supported corporate travel campaigns.
Education
Bachelor of Arts -
Dokkyo University
Japan03-2001
Skills
- Professional hotel guest service manager and owner services manager experiences
- Build excellent relationships with clients and have strong communication skills
- Solved escalated issues in timely manner
- CRM and Salesforce (leads, pipeline, opportunity management)
- Cross-functional collaboration and project execution
- Bilingual: English, Japanese
- Data interpretation and business reporting
- Emphasize clients and find the matched selling product
Accomplishments
- Archived the highest sales in JTB in 2001
- Increased 18 units to the Hotel Rental Program within 2 years.
Certification
- Real Estate Property Management course certificate
Education
Dokkyo University
Bachelor Degree
Languages
Japanese
Native/ Bilingual
English
Full Professional
Timeline
Owner Services Manager
Ilikai Hotel & Luxury Suites
07.2023 - Current
Executive Administrative Assistant / Office Manager
AOAO Island Colony
07.2021 - 08.2023
Resort Manager (Guest Experience Manager) - Opening Team
Hilton Grand Vacations
02.2017 - 06.2021
Sales & Marketing Roles
JTB Hawaii Inc.
05.2008 - 01.2017
Sales & Marketing Roles
JTB (Japan Travel Bureau Foundation)
04.2001 - 03.2008
Bachelor of Arts -
Dokkyo University
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