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About the Role

The Residence Services Supervisor leads day-to-day shift operations at Fairmont Heritage Place, Ghirardelli Square, fostering a culture that "Makes Special Happen." This role oversees owner and guest experiences from arrival to departure, delivering exceptional, personalized service and ensuring compliance with brand standards and operational procedures.

Responsibilities

• Consistently offer professional, friendly, and engaging service to Owners and Guests.
• Oversee day-to-day shift operations and act as MOD, ensuring policies, procedures, and service standards are adhered to.
• Work overnight shifts, including processing night audit and housekeeping opening/closing tasks.
• Communicate pertinent information to the shift and operation through briefings, emails, and meetings.
• Conduct Residences inspections and property walk-throughs during shifts.
• Manage emergency protocols and procedures.
• Process charges for rental, groceries, and customer services for guests and owners, and prepare expense report backup.
• Complete night audit functions, reconcile/verify revenues and payments, and settle credit card batches.
• Review PM accounts and assist in clearing payments through Opera/Biller Genie and/or other 3rd party payment collection applications.
• Generate, save, and distribute daily financial/statistical reports.
• Manage service tracking logs for all requests.
• Train and develop the Residence Services Team, including Butler and Doorperson.
• Develop and maintain strong guest and owner relationships to ensure loyalty and program compliance.
• Monitor and respond to the Owner and Rental inbox during shifts.
• Check Owner Inventory (Owner Block) and make reservations according to policies.
• Update Owner Binders with preferences, recovery notes, and owner-specific information.
• Provide usage updates for Owners upon request, including reporting on Reciprocal bookings and Heritage Time usage.
• Handle guest concerns, including recovery, and react quickly, logging and notifying the proper area with follow-up.
• Assist in Valet tasks as needed.
• Follow department policies, procedures, and service standards.
• Adhere to GDPR and PCI compliance.
• Follow all Health & Safety Policies.
• Complete other night audit tasks, projects, and duties as assigned.

Requirements

• Previous Front Desk/Concierge experience
• Outstanding guest services skills
• Sophisticated verbal & written communication skills
• Valid driver's license in good standing
• Computer literate in Microsoft Window applications
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, always remaining calm and courteous
• 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.
• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs, and ramps

Skills

• Guest services
• Communication
• Interpersonal skills
• Problem-solving
• Microsoft Window applications
• Night audit
• Opera/Biller Genie
• Valet tasks

Location

• San Francisco

Work Type

• Part-Time
• Permanent

Experience Level

• Previous Front Desk/Concierge experience

Salary/Compensations

• Starting hourly wage: $36.16 plus overnight premium pay

Benefits

• Complimentary upgrades
• Extended stays
• Discounted stays across Fairmont & Raffles properties
• Special dining and wellness discounts
• Complimentary dry-cleaning services
• Access to property fitness center during non-peak hours

About the Company

• Fairmont Hotels & Resorts is a network of 90 spectacular properties in 30 countries.
• Fairmont Heritage Place, Ghirardelli Square is a Private Residence Club with 53 one-, two-, and three-bedroom residences.
• Our values include Respect, Excellence, Belonging, Empowerment, and Integrity.

Equal Opportunity

• All your information will be kept confidential according to EEO guidelines.
• Fairmont is committed to creating an inclusive environment where diverse talent thrives.
• We welcome candidates from all backgrounds to join our team.