Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

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. 

The Residences and Owner Relations Manager will provide support to the Director of   Residences and Owner Relations in meeting our customer/owner acquisition and revenue growth objectives and ensuring owner satisfaction.

Owner Relations

1. Serve as the primary contact for property owners within the hotel's rental units.
2. Establish and maintain positive relationships with property owners, addressing their needs, concerns, and inquiries promptly and professionally.
3. Communicate regularly with property owners about rental income, occupancy rates, maintenance updates, and other relevant information. Proactively seek feedback.
4. Coordinate owner meetings or events to provide updates on property performance and upcoming renovations.
5. Collaborate with hotel management to ensure owner expectations are met and the property is managed at the highest standard in accordance with the terms of the RPA
6. Work with operations management to plan for owner stays.
7. Entertain new and existing owners or their representatives.

Rental Program Administration

1. Identify and engage potential new unit owners or their representatives, introducing them to the RPA program.
2. Conduct meetings with unit owners and their representatives interested in the RPA
3. Fully understand the RPA process and effectively communicate the value proposition through proposals and presentations.
4. Follow-up on leads, and maintain clear and updated records of all prospects for frequent follow-ups.
5. Keep updated records of all new and current owners for scheduled communications.
6. Represent the RPA Project at weekly revenue strategy and daily hotel management meetings.
7. Attend PR and social media calls.
8. Confidently discuss revenue strategies with unit owners.
9. Use the property’s management system to manage RPA business.
10. Stay informed about industry trends, market conditions, and best practices in condo-hotel business
11. Ensure compliance with the RPA, local regulations and laws

Residences Management

1. Oversee daily operations and management of rental units.
2. Ensure all rental units are well-maintained and in optimal condition, complete frequent walkthroughs
3. Coordinate with housekeeping and maintenance to address issues promptly.
4. Manage reservations for unit Owners
5. Handle Owner inquiries, requests, and complaints related to rental units.
6. Correct product and service deficiencies to increase value for stakeholders.
7. Collaborate with the security and other relevant departments to ensure implementation of high standards of life safety, loss prevention, and owner identity and privacy protection.
8. Develop sustainable work processes and systems to support overall owner satisfaction

Financial Management

1. Monitor and manage rental income and expenses for rental units.
2. Review financial reports presented to property owners, and be able to expertly discuss them
3. Collaborate with the finance department for accurate billing, invoicing, and collection of rental fees.

Team Management and Training

1. 1. Supervise and train staff
   2. Provide guidance, support, and performance feedback to team members. Create action plans and track progress
   3. Conduct regular meetings or training sessions on policies, procedures, and customer service standards.
   4. Communicate clear and consistent goals to the team.
   5. Ensure employee satisfaction and fair treatment.

• Bilingual in English and Spanish preferred
• Previous Residential experience
• Ability to communicate, present and influence all levels of the organization, including executive and C-level
• Proven ability to drive the Rental Management Agreements “RMA” process from plan to close
• Proven ability to articulate the distinct aspects of the Rental Management Agreement “RMA” process products and services
• Excellent listening skills, negotiation and presentation skills
• Excellent verbal and written communication skills