Complex Residence & Owner Relations Manager

## Compensation Type
Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami. The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space. Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition.

Overview

The Complex Residence & Owner Relations Manager serves as the primary liaison between property ownership and management across both The Elser Hotel & Residences and E11EVEN Club Hotel & Residences. This role is responsible for cultivating and maintaining exceptional relationships with unit owners and residents at both properties, ensuring that every aspect of ownership reflects the highest standards of luxury hospitality and personalized service.

Reporting to the Complex Director of Owner Relations and directly supervising the Owner Relations Coordinator, this position serves as a strategic operational partner who drives owner satisfaction, ensures seamless residential service delivery, and fosters a culture of proactive communication and trust. The Complex Residence & Owner Relations Manager brings a blend of hospitality expertise, interpersonal influence, and administrative precision to deliver a best-in-class ownership experience across both properties.

Responsibilities

- Serve as the primary point of contact for all unit owners and residents across The Elser Hotel & Residences and E11EVEN Club Hotel & Residences, delivering consistent, high-touch ownership experience at both properties.

- Manage all owner communications including welcome correspondence, newsletters, property updates, renovation notices, and announcements in a timely and professional manner.

- Coordinate and oversee the complete owner onboarding process, including introductions to property amenities and hotel services.

- Handle owner requests, concerns, and escalations with professionalism and urgency, ensuring timely resolution and appropriate follow-up to sustain high levels of owner satisfaction.

- Administer the rental program for participating owner units, including enrollment coordination, owner revenue reporting, rental performance summaries, and communication of program policies and updates.

- Coordinate with Housekeeping, Engineering, Front Desk, and Concierge departments to facilitate timely unit maintenance, access requests, unit inspections, and service delivery for owner units at both properties.

- Maintain accurate and up-to-date owner profiles, contact records, and unit information within the property management system; ensure data integrity and confidentiality across both properties.

- Track and analyze owner satisfaction metrics; identify trends and implement targeted service improvement initiatives in collaboration with the Complex Director of Owner Relations.

- Coordinate unit inspection scheduling, maintenance access approvals, and renovation requests in accordance with property policies at both The Elser and E11EVEN.

- Supervise, mentor, and develop the Owner Relations Coordinator, providing day-to-day guidance, performance feedback, and professional growth support.

- Prepare and present regular performance reports, owner satisfaction summaries, and operational updates for the Complex Director of Owner Relations.

- Perform other related duties as assigned by management.

Qualifications

- College course work in related field helpful.

- Minimum of three (3) to five (5) years of progressive experience in owner relations, residential services, property management, or luxury hospitality; condo-hotel or mixed-use property experience strongly preferred.

- High School diploma or equivalent required.

- Must be skilled in Windows, Company approved spreadsheets and word processing.

- Long hours sometimes required.

- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

- Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

- Must be able to multitask and prioritize departmental functions to meet deadlines.

- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

- Attend all hotel required meetings and trainings.

- Participate in M.O.D. coverage as required.

- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

- Maintain high standards of personal appearance and grooming, which include wearing nametags.

- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

- Must be able to maintain confidentiality of information.

- Perform other duties as requested by management.

Benefits

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

- Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions

- Paid holidays

- Paid vacation

- Paid sick leave (provided in accordance with applicable law)

- Employee assistance program (EAP)

- Educational opportunities / Tuition reimbursement

- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

- 8 paid holidays per year

- Up to 20 days of paid vacation per year, based on classification and length of service

- Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

- 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year

- Up to 20 days of paid vacation per year, based on classification and length of service

- 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

- 8 paid holidays per year

- Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.

- Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

Posting Date

This job opening was posted on 9/21/2026 and will remain open for at least 75 days.