Director of Owner Relations

Job Summary:
The Director of Owner Relations is responsible for overseeing the daily operations of the hotel-managed residences, ensuring an exceptional level of personalized service to Residence owners and guests while protecting the property’s operational, financial, and brand standards. This leadership role works in coordination with resort’s operations and accounting team to guarantee a seamless luxury residential experience. 

Key Responsibilities: 
1. Serve as the primary liaison for residence owners, addressing inquiries, concerns, and requests promptly and professionally. 
2. Deliver the highest level of personalized service, proactively anticipating owners’ needs to enhance satisfaction and retention. 
3. Partner with the Reservations Team to allocate units for residence owners in accordance with the Residences Management Agreement. 
4. Collaborate with the Accounting Team to ensure accurate billing, timely statements, and clear communication with owners on financial matters. 
5. Collaborate with the hotel’s executive committee and department heads to ensure cohesive operations and shared services. 
6. Enforce residential policies and procedures to maintain property standards, safety, and security. 
7. Monitor and manage the financial performance of the residences, including operating budgets, expense control, and strata billing (where applicable). 
8. Coordinate and support residential events, social gatherings, and community-building initiatives. 
9. Oversee and resolve property maintenance issues in collaboration with Engineering and Housekeeping to maintain the highest standards of upkeep. 
10. Maintain accurate homeowner records, service logs, and confidential documentation. 
11. Ensure compliance with local regulations, health and safety standards, and hotel brand guidelines. 

Education & Experience: 
1. Minimum 2 years’ experience as Director of Residences, Residences Manager or a comparable leadership role within a luxury or lifestyle hotel/resort.  
2. Strong understanding of hotel operations at management level, with demonstrated proficiency in Front Office and Reservations operations 
3. Strong understanding of Forbes/ AAA standards is mandatory.  
4. Must be able to work with and understand financial information and data, and basic arithmetic functions.  
5. In depth understanding of Opera and reservations platforms is a must. Knowledge of Owner Relations is preferred. 
6. Must be proficient in Windows Operating Systems, Company approved spreadsheets and word processing.  
7. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.  
8. Flexible schedule, able to work evenings, weekends, and holidays when needed.