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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.
- Manage emergency protocol and procedures.
- Process charges for rental, groceries, and customer services for guests and owners.
- Complete night audit functions, reconcile 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 adherence to program controls.
- Monitor and respond to Owner and Rental inbox.
- Check Owner Inventory and make reservations according to policies and procedures.
- Update Owner Binders with relevant information.
- Provide usage updates for Owners upon request.
- Handle guest concerns, including recovery and prompt notification of proper areas, 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 Windows Applications
- Night Audit
- Opera/Biller Genie
- Valet
Location
- San Francisco
Work Type
- Full-Time
- Temporary
Salary/Compensations
- up to USD 36.16 - hourly
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.
- The company values 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.