Owner Experience Manager

AccorHotel•San Francisco, CA

3d•Onsite

About The Position

Fairmont Heritage Place, Ghirardelli Square is seeking an Owner Experience Manager to lead day-to-day Owner Experience and HOA-facing operations. This role involves managing the Owner Experience team, delivering exceptional service to owners, and ensuring compliance with governing documents, brand standards, and operational procedures. The Manager will foster a culture of "Makes Special Happen" and play a key leadership role in providing luxury residential service and personalized care.

Requirements

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

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.