Owner Experience Manager
Not Disclosed•Full-TimeOn-site
location_onFirst Drive West, San Francisco, California, 94129, United States
About the Role
Join the world of luxury hospitality at Fairmont Heritage Place, Ghirardelli Square, as our new Owner Experience Manager. Reporting to the Director of Residences, you will lead the day-to-day Owner Experience and HOA-facing operations, driving a culture that "Makes Special Happen."
This role is pivotal in delivering exceptional, personalized service to residence owners while ensuring strict compliance with governing documents, brand standards, and operational procedures. You will manage the Owner Experience team, serving as the primary leadership contact for owners and exercising sound judgment and diplomacy when resolving escalated concerns or complex service matters.
A Day in the Life
Your day involves inspiring and coaching team members to deliver refined, anticipatory service. You will partner closely with the Operations Manager on performance initiatives and participate in staffing decisions to ensure service continuity. A significant portion of your time will be dedicated to cultivating trusted relationships within the HOA community through transparent communication.
You will oversee key communications, including the weekly Ghirardelli Connect newsletter and the Owner Website, ensuring all messaging is accurate and compliant. You will coordinate the onboarding of new Residence Owners, facilitating their enrollment in the Accor Ownership Benefits Program and explaining rules and regulations. Additionally, you will manage the Annual Vacation Planning process, oversee training on the ALL – Accor Live Limitless offering, and attend Owner Town Halls to represent management with professionalism.
Beyond direct owner interaction, you will support the preparation of materials for HOA Boards and Committees, attend meetings to draft minutes, and monitor departmental expenses to support annual budget planning. You will ensure all operations comply with the Davis-Stirling Civil Code, HOA Governing Documents, and Accor policies, while coordinating with Revenue and Finance teams on reporting for the Reciprocal Use Program.
Work location
Work model: On-site
First Drive West, San Francisco, California, 94129, United States
San Francisco, California
Key Responsibilities
- check_circleCoach and develop team members to deliver refined, anticipatory service
- check_circleManage hiring, onboarding, scheduling, and staffing decisions for the Owner Experience team
- check_circleEstablish and refine Owner Experience workflows, service standards, and operating procedures
- check_circleOversee owner communications including the weekly newsletter and Owner Website compliance
- check_circleOversee training for the Accor Ownership Benefits Program and ALL Diamond Tier status
- check_circleMonitor departmental expenses and support annual budget planning and forecasting
- check_circleCoordinate with Revenue and Finance teams to prepare monthly reporting on Reciprocal Use Program
- check_circleSupport enforcement of CC&Rs and House Rules in coordination with management and the Board
- check_circleResolve escalated owner concerns and complex service matters with discretion and diplomacy
- check_circleCoordinate new residence owner onboarding and explain rules, regulations, and benefits
- check_circleManage the Annual Vacation Planning process and Annual Benefits Fee opt-in
- check_circleEnsure all operations comply with California Civil Code, HOA governance, and brand standards
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Frequently asked questions about Owner Experience Manager at Fairmont Hotels & Resorts
What does a Owner Experience Manager at Fairmont Hotels & Resorts do?expand_more
In this Owner Experience Manager at Fairmont Hotels & Resorts role, you will coach and develop team members to deliver refined, anticipatory service; manage hiring, onboarding, scheduling, and staffing decisions for the owner experience team; establish and refine owner experience workflows, service standards, and operating procedures; and oversee owner communications including the weekly newsletter and owner website compliance.
Where is the Owner Experience Manager role at Fairmont Hotels & Resorts located?expand_more
Owner Experience Manager at Fairmont Hotels & Resorts is based in First Drive West, San Francisco, California, 94129, United States. This is a on-site role.
Is this Owner Experience Manager job remote, hybrid, or on-site?expand_more
Fairmont Hotels & Resorts has listed this Owner Experience Manager role as on-site.
How much experience is required for this Owner Experience Manager role?expand_more
Candidates for Owner Experience Manager at Fairmont Hotels & Resorts should have mid level.
What skills do you need for the Owner Experience Manager role at Fairmont Hotels & Resorts?expand_more
Key skills for Owner Experience Manager at Fairmont Hotels & Resorts include Davis-Stirling Civil Code; Hoa Governing Documents; Croa Reservation Policies And Procedures; CC&RS; House Rules; California Civil Code; Accor Ownership Benefits Program; and All Diamond Tier Status.
What category does the Owner Experience Manager role belong to?expand_more
Owner Experience Manager at Fairmont Hotels & Resorts is part of the consultancy job category on Recrutus.
About Fairmont Hotels & Resorts
Fairmont Hotels & Resorts operates within the global hospitality sector, maintaining a headquarters in New York, NY. The brand manages a portfolio of 90 properties across 32 countries, positioning itself as a key player in the luxury travel market. Each location serves as a cultural and social hub, deeply integrated with local traditions and community life. The company caters to a diverse clientele, including world leaders, business travelers, families, and guests seeking high-end experiences.
The organization is part of the ALL - Accor Live Limitless Lifestyle Loyalty Program, enhancing its reach and service capabilities. Known for grand, awe-inspiring architecture and a dedicated staff, Fairmont Hotels provide settings for significant historical moments and personal milestones. The brand focuses on delivering memorable stays by blending elegance with cultural immersion. These properties are designed to be essential parts of their respective destinations, offering an environment where pivotal global events unfold and cherished occasions are honored. The company's footprint spans international borders while maintaining a strong connection to the unique character of each city it occupies.
Browse more roles: All Fairmont Hotels & Resorts jobs, consultancy jobs on Recrutus.