Director of Residential Services

At East West Hospitality, our vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve. We hope you’ll consider joining us!

The Westin Riverfront Resort & Spa is looking for an experienced hospitality leader to take the helm of Residential Services and shape an exceptional owner experience. As Director of Residential Services
, you’ll provide strategic leadership for Owner Services, Rental Management, and Residential Operations while serving as a trusted partner to residential owners, homeowner associations, the hotel owner, hotel leadership, and operational teams. This is a high-visibility role with the opportunity to shape the owner experience, develop your team, drive accountability, and bring people and departments together to solve problems and deliver results.

From rental and homecare programs to financial performance, governance, compliance, and complex owner matters, you’ll have a direct hand in how our residential community experiences its partnership with us. If you’re the kind of leader who brings vision, hospitality instinct, business savvy, and the drive to turn trust into results, we need to meet you!

• Lead the Residential Services team and owner experience: Coach and develop the Residential Services Coordinator, establish clear service standards and priorities, and use performance metrics—including response times, outstanding issues, communication, and owner satisfaction—to drive continuous improvement. Develop and monitor departmental performance metrics and regularly review results with the General Manager to strengthen the owner experience and team accountability.
• Own owner communication and issue resolution: Serve as the primary liaison for residential owners, ensuring inquiries and concerns are acknowledged promptly, documented, assigned, proactively communicated, and resolved through completion. Establish service standards for response times and follow-up, monitor outstanding issues, and hold the department accountable for delivering an exceptional owner experience.
• Lead rental, homecare, and residential programs: Provide strategic leadership for Owner Services, Rental Management, Homecare, and Residential Operations. Partner with the General Manager, Controller, Revenue Management, Engineering, and other operational departments to ensure effective administration of these programs, achieve financial and operational objectives, maximize service and revenue opportunities, and fulfill all obligations under Rental Management Agreements.
• Drive financial accuracy, budgeting, and accountability: Review monthly owner statements for accuracy and completeness prior to distribution and partner with Accounting to resolve discrepancies. Support monthly and annual financial reporting, condo cost allocations, association budgets, quarterly assessments, and departmental financial controls while ensuring timely and accurate billing and identifying opportunities to maximize related revenue.
• Guide governance, compliance, and residential records: Partner with Association Administration, the General Manager, and Riverfront Village leadership on Board activities, governing documents, CCIOA compliance, contracts, and escalated owner matters. Maintain accurate records for residential units, including management agreements, rental program documentation, warranties, and insurance policies, and monitor compliance with contractual and governance requirements. Prepare agendas, schedule and facilitate the Association(s) and Board Meeting(s).
• Build strong residential and business partnerships: Serve as a key liaison with Real Estate Sales, prospective buyers, homeowner associations, hotel leadership, and operational departments, supporting rental program education, closing logistics, resident move-ins, and a seamless residential experience. Coordinate HOA management functions performed by internal or third-party providers and ensure consistent, transparent communication across residential stakeholders.

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