Residences and Owner Relations Manager

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Renaissance Honolulu, HI

The Residences and Owner Relations Manager, is responsible for administrative, communication and other duties to assist in the smooth operation of our owner relations department. He/she is also responsible for providing attentive, courteous and efficient service to all customers/owners. Interdepartmental collaboration and communication will be a key part in this role.

General Requirements
* Maintain a warm and friendly demeanor at all times.
* Must be able to effectively communicate both verbally and written, with all level of employees, customers, owners 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.
* 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 includes wearing the proper uniform and nametag.
* 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 apply complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to cross-train in other hotel related areas.
* Must be able to maintain confidentiality of information.
* Must be able to show initiative, including anticipating customer/owner/guest or operational need

Fundamental Requirements:

Build and maintain strong, long-lasting customer/owner relationships
• Maintain full working knowledge of the hotel product, its operations, amenity offerings, etc.
• Work closely with Finance Department regarding monthly owner statements and reporting.
• Assist all owners with unit reservations.
• Assist all owners with local recommendations, restaurants reservations.
• Assist owners with arrival preparation to ensure they are 100% comfortable.
• Conduct multiple site inspections of our units and facilities, with prospect unit owners and/or owner representatives.
• Acquire full understanding of RMA document and effectively communicate the value proposition through proposals and presentations.
• Collaboration with Consulting Company for the RMA.
• Keep a clear and updated record of all owners for scheduled communications.
• Create and send monthly owner newsletter.
• Once business is contractually secured, work closely with operations & reservations/revenue management to plan for the arrival, execution & ultimate service delivery of new RMA.
• Position must be fungible and have ability to manage multiple functions simultaneously & be able reverse course quickly if needed.
• Initiate and follow up on leads.
• Fluent in GXP and Lightspeed access to assist in guest arrival, departure and remedial action.
• Assist front office with PBX operations
• Assigning and blocking rooms in accordance to the room rental program algorithm.
• Work collectively with Accounting to ensure compliance with owner programming and financials.
• Check in and check out owners
• Assist in Owner room inspections pre arrival.
• Assist in the preparation of required reports in a timely manner.
• Meet and greet onsite contacts.
• Develop networking opportunities through active participation in professional associations activities and events
• Entertain new owners, representatives or existing owners.
• Assist as needed with events and activations.
• Perform other duties as requested by management.

Education & Experience:

• High School diploma or equivalent required and/or experience in a hotel or a related field preferred.
• College course work in related field helpful.
• Computer knowledge/skills required.
• Japanese speaking and writing preferred.

Physical requirements:

• Flexible and 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.
• Ability to stand during entire shift.