About this role
## 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
Inspired by the human condition in its many forms, E11EVEN Club Hotel & Residences were created to promote an exclusive, personal and self-curated way of being. At the Residences, choice surrounds you all day long.
Whether you jetset or prefer to reset, these residences offer moments and experiences that speak to each individual’s taste and preference. Located within the creative and thriving metropolis of Miami, E11even Club Hotel & Residences perfectly reflect the vibrancy of its surroundings, people and culture.
So reimagine yourself here and get to the essence of what living your way, is truly all about.
## Overview
This entry -level managerial role is the heartbeat of our owner experience, where luxury living meets personalized connection. As the Residences & Owner Relations Manager, you will champion owner engagement and revenue growth through innovative strategies and authentic relationships. Your mission: craft experiences that go beyond expectations, blending business acumen with a passion for hospitality. Success means hitting financial targets while creating moments that feel bespoke, intentional, and unforgettable.
Responsibilities
- Serve as the primary point of contact for condominium owners and residents.
- Respond promptly and professionally to owner inquiries, requests, and concerns.
- Maintain positive and professional relationships with owners, residents, and guests.
- Coordinate owner arrivals, departures, and special requests.
- Assist with owner reservations, unit availability, and stay-related arrangements.
- Communicate property policies, procedures, amenities, and services to owners.
- Document and track owner requests, concerns, and follow-up items.
- Coordinate with Front Office, Housekeeping, Engineering, Security, and other departments to resolve owner needs.
- Conduct routine inspections of residences and report maintenance or housekeeping concerns.
- Follow up on work orders and ensure owner-related issues are addressed in a timely manner.
- Assist with move-in, move-out, delivery, and access coordination as applicable.
- Maintain accurate owner and residence information in property management systems.
- Assist with owner communications, newsletters, notices, and property updates.
- Support owner meetings, events, and resident activities.
- Handle complaints professionally and escalate complex or sensitive matters to management.
- Protect owner privacy and maintain confidentiality of personal and property information.
- Monitor common areas and amenities for cleanliness, appearance, and functionality.
- Assist with enforcing condominium and hotel policies in a courteous and consistent manner.
- Maintain organized records of owner correspondence, requests, inspections, and follow-up.
- Provide general administrative and operational support to the Residence/Owner Relations department.
- Maintain a professional presence throughout the property and promote a high level of customer service.
- Perform other duties and responsibilities as assigned by management.
Qualifications
- High school diploma or equivalent required; college coursework or degree in Hospitality, Business, Communications, or a related field preferred.
- Previous customer service, hospitality, residential, or administrative experience preferred but not required.
- Strong interpersonal and communication skills.
- Professional, friendly, and service-oriented demeanor.
- Ability to interact effectively with condominium owners, residents, guests, and colleagues.
- Strong organizational skills and attention to detail.
- Ability to manage multiple requests and priorities in a fast-paced environment.
- Basic computer skills, including Microsoft Office and email.
- Ability to learn and navigate property management, reservation, and communication systems.
- Strong follow-up skills and ability to keep accurate records.
- Ability to handle confidential owner and resident information appropriately.
- Ability to remain calm, professional, and solution-oriented when handling complaints or concerns.
- Ability to work collaboratively with multiple departments.
- Flexible schedule, including weekends and holidays, as required by property operations.
- Professional appearance and conduct consistent with a luxury condominium-hotel environment.
- Ability to communicate effectively in English, both verbally and in writing.
Benefits
We are pleased to offer to our full-time associates 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.
**The above-referenced benefits do not apply to part-time positions
Posting Date
This job opening was posted on 9/29/2026 and will remain open for at least 75 days.