Operations Manager

AccorHotel•San Francisco, CA

10h

About The Position

Providing engaging, sincere, and personalized services is one of the ways our team is Making Special Happen for our Owners and Guests at Fairmont Heritage Place, Ghirardelli Square. Highlight your interpersonal strengths as Operations Manager, where you will lead our Guest and Owner Experience, anticipating their needs to deliver flawless and memorable experiences. Position scope Reporting to the Director of Owner Experience, responsibilities and essential job functions include but are not limited to: Consistently offer professional, friendly, and engaging service Lead and manage all aspects of the operations, ensuring all service standards are followed Maintain a collaborative working relationship with Housekeeping, Accounting and Maintenance teams Effectively balance operational, administrative, and team needs Maintain strong financial performance through management of expenses and revenues Assist Director of Owner Experience & Revenue Manager with accurate tracking of Reciprocal Use deposits and overall owner usage Conduct inventory regularly for Residence Services and Owner Services Assist Director of Owner Experience with managing owner website and social media Assist with monthly purchasing Create and distribute schedules on a weekly basis, while complying with the CBA Track attendance and manage timekeeping daily Oversee payroll management and ensure timelines are followed for payroll processing Communicate through pre-shift briefings, emails and monthly departmental meetings all pertinent information for the respective shift and areas of operation. Assist with inspection of residences Complete quality control checks of reservations and profiles Adhere to all Davis Stirling Civil Code and HOA Governing Documents on Owner Services including fluent knowledge of the CROA Reservation Policies and Procedures, Fee Schedule, and Annual Policy Statement. Ensure compliance with all SOPs Participate in various property committee meetings Maximize revenue through participating in room upsell program Maximize loyalty by overseeing in ALL enrollment program Oversee recovery program for guests and owners Produce and analyze trends of all service tracking reports Assist in recruitment and ensure completion of training new hires Responsible for coaching and performance management for supervisors and team. Collaborate with Director Owner Experience and support owner social engagement events throughout the calendar year Develop and maintain strong Owner relationships Ensure information is properly recorded in ACDC (Accor’s global Loyalty system) and internal owner profile binders Oversee team shift checklists to ensure task completion Create housekeeping boards daily and associated tasks as needed Review daily operating packet and sign off as needed Manage guest reviews Follow all safety policies Other duties as assigned

Requirements

2 years-experience leading a team in a hospitality setting required
University/ College degree in a related discipline preferred
Computer literacy in Microsoft office required
Excellent written and oral communication skills required
Previous experience with a Property Management System required
Highly responsible and reliable
Strong interpersonal and problem-solving abilities
Ability to work well under pressure
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on owner and guest needs, remaining calm and courteous at all times

Nice To Haves

Experience in residential management and owner relations preferred

Responsibilities

Consistently offer professional, friendly, and engaging service
Lead and manage all aspects of the operations, ensuring all service standards are followed
Maintain a collaborative working relationship with Housekeeping, Accounting and Maintenance teams
Effectively balance operational, administrative, and team needs
Maintain strong financial performance through management of expenses and revenues
Assist Director of Owner Experience & Revenue Manager with accurate tracking of Reciprocal Use deposits and overall owner usage
Conduct inventory regularly for Residence Services and Owner Services
Assist Director of Owner Experience with managing owner website and social media
Assist with monthly purchasing
Create and distribute schedules on a weekly basis, while complying with the CBA
Track attendance and manage timekeeping daily
Oversee payroll management and ensure timelines are followed for payroll processing
Communicate through pre-shift briefings, emails and monthly departmental meetings all pertinent information for the respective shift and areas of operation.
Assist with inspection of residences
Complete quality control checks of reservations and profiles
Adhere to all Davis Stirling Civil Code and HOA Governing Documents on Owner Services including fluent knowledge of the CROA Reservation Policies and Procedures, Fee Schedule, and Annual Policy Statement.
Ensure compliance with all SOPs
Participate in various property committee meetings
Maximize revenue through participating in room upsell program
Maximize loyalty by overseeing in ALL enrollment program
Oversee recovery program for guests and owners
Produce and analyze trends of all service tracking reports
Assist in recruitment and ensure completion of training new hires
Responsible for coaching and performance management for supervisors and team.
Collaborate with Director Owner Experience and support owner social engagement events throughout the calendar year
Develop and maintain strong Owner relationships
Ensure information is properly recorded in ACDC (Accor’s global Loyalty system) and internal owner profile binders
Oversee team shift checklists to ensure task completion
Create housekeeping boards daily and associated tasks as needed
Review daily operating packet and sign off as needed
Manage guest reviews
Follow all safety policies
Other duties as assigned