Owner Experience Manager

Job Description

We invite you to join the world of luxury hospitality at Fairmont Heritage Place, Ghirardelli Square, as our new Owner Experience Manager.

Reporting to the Director of Residences, the Manager, Owner Experience leads the day‑to‑day Owner Experience and HOA‑facing operations at Fairmont Heritage Place, Ghirardelli Square and drives a culture that “Makes Special Happen.”This role manages the Owner Experience team and plays a key leadership role in delivering exceptional service to owners while ensuring compliance with governing documents, brand standards, and operational procedures.

Key Responsibilities

• Provide leadership, guidance, and oversight to the Owner Experience, ensuring daily operations reflect the highest standards of luxury residential service and personalized care.
• Inspire, coach, and develop team members to deliver refined, anticipatory service while supporting ongoing professional growth and accountability.
• Partner closely with the Operations Manager to support performance evaluations, coaching conversations, and performance improvement initiatives.
• Participate in hiring, onboarding, scheduling, and staffing decisions to ensure appropriate coverage, service continuity, and talent alignment.
• Establish, refine, and implement Owner Experience workflows, service standards, and operating procedures in alignment with the direction of the Director of Residences and Accor brand expectations.
• Serve as a primary leadership contact for residence owners, exercising sound judgment, discretion, and diplomacy when resolving escalated concerns or complex service matters in accordance with Owner Benefits Programs and HOA Governing Documents.
• Continually evaluate and enhance the owner journey by identifying opportunities to elevate service delivery, engagement, and overall residential experience.
• Cultivate trusted relationships within the HOA community through consistent, transparent, and professional communication.
• Oversee key owner communications, including management of the weekly Ghirardelli Connect newsletter, ensuring messaging is accurate, polished, and aligned with governing documents and brand standards.
• Oversee the Owner Website, ensuring required disclosures are current and compliant with HOA governance standards.
• Attend Owner Town Halls as required, representing management with professionalism and a strong service‑led approach.
• Coordinate the onboarding of new Residence Owners in partnership with the Sales Team, delivering an exceptional welcome experience, clearly explaining rules and regulations, and facilitating enrollment in the Accor Ownership Benefits Program.
• Oversee training related to the Accor Ownership Benefits Program, including the signature ALL Diamond Tier status and the broader ALL – Accor Live Limitless offering, ensuring both owners and colleagues are well informed and engaged.
• Oversee the Annual Vacation Planning process and Annual Benefits Fee opt‑in for Fairmont Heritage Place, Ghirardelli Square.
• Maintain thorough and working knowledge of the Davis‑Stirling Civil Code, HOA Governing Documents, CROA Reservation Policies and Procedures, Fee Schedule, and Annual Policy Statement, ensuring consistent application across Owner Experience operations.
• Support preparation of materials for HOA Boards, Committees, and Joint Maintenance Committees, as requested.
• Attend HOA meetings as directed and prepare draft meeting minutes with accuracy and professionalism.
• Support enforcement of CC&Rs and House Rules in coordination with the Director of Residences, General Manager, and Board of Directors, applying a balanced, service‑oriented approach.
• Monitor Owner Experience departmental expenses and provide thoughtful recommendations to the Director of Residences.
• Support annual budget planning and forecasting for Owner Experience and Community Animation initiatives.
• Coordinate with Revenue and Finance teams to prepare monthly reporting related to Reciprocal Use Program utilization and associated revenues.
• Ensure all Owner Experience operations comply with California Civil Code requirements, HOA governance standards, Accor and Fairmont policies, brand standards, and confidentiality and data protection obligations.
• Complete required Annual Corporate Audits as directed by ACCOR and the ACCOR Global Residential Team.
• Appropriately escalate sensitive, legal, or high‑risk matters to the Executive Committee.
• Provide operational support or coverage across departments as directed by the Executive Committee.
• Perform other duties as assigned.

Qualifications

What will you bring to this role?

• Bachelor’s degree preferred or equivalent combination of education and experience. 

• Minimum 3–5 years of progressive experience in residential, HOA, or hospitality operations. 

• Prior experience supervising or managing employees is required. 

• Strong leadership, communication, and conflict resolution skills. 

• Proven ability to exercise sound judgment and discretion in a service driven environment. 

• Highly organized with strong problem solving abilities.

• Highly organized, responsible, and reliable, with exceptional attention to detail and confidentiality. 

• Proficiency in Microsoft Office applications and other relevant business systems. 

• Valid CA drivers’ license must be in good standing

• Strong interpersonal skills with the ability to work collaboratively in a team oriented environment. 

• Demonstrated ability to remain calm, professional, and service focused while responding to colleague needs.

• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.

• Foster an inclusive environment where every individual feels valued and respected

• Create an environment where colleagues are empowered, supported and recognized

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. Additional benefits include complimentary dry‑cleaning services and access to property fitness center during non-peak hours. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

All your information will be kept confidential according to EEO guidelines.

Compensation: 90000 to 100000 (USD) (YEARLY)