Resident Services Supervisor

AccorHotel•San Francisco, CA

11d•Onsite

About The Position

The Residence Services Supervisor leads day-to-day shift operations at Fairmont Heritage Place, Ghirardelli Square, and reports to the Front Office/Operations Manager. The role oversees arrival, in-house, and departure experiences for owners and guests, and helps deliver exceptional, personalized service while ensuring compliance with governing documents, brand standards, and operational procedures. The position includes overnight shifts and night audit responsibilities.

Requirements

Previous Front Desk or Concierge experience.
Outstanding guest-service skills and sophisticated verbal and written communication skills.
Valid driver's license in good standing.
Computer literacy in Microsoft Windows applications.
Strong interpersonal and problem-solving abilities.
Highly responsible and reliable.
Ability to work well under pressure in a fast-paced environment.
Ability to work cohesively with colleagues as part of a team.
Ability to focus on guest needs while remaining calm and courteous.
Embrace the Fairmont brand promise and luxury in the role and in all interactions.
Foster an inclusive environment where every individual feels valued and respected.
Create an environment where colleagues are empowered, supported, and recognized.

Responsibilities

Provide professional, friendly, and engaging service to owners and guests.
Oversee daily shift operations and act as Manager on Duty on the floor, ensuring policies, procedures, and service standards are followed.
Work overnight shifts, including processing night audit and housekeeping opening or closing tasks as needed.
Communicate relevant information to the shift and operation through briefings, emails, and meetings.
Conduct residence inspections and property walk-throughs during shifts.
Follow emergency protocols and procedures as needed.
Process rental, grocery, and customer-service charges for guests and owners, and prepare expense-report backup.
Complete night audit functions; reconcile and verify revenues and payments; reconcile and settle credit-card batches; review PM accounts and assist with payment clearing through Opera, Biller Genie, or other third-party payment applications; and generate, save, and distribute daily financial and statistical reports.
Manage service-tracking logs for pending and confirmed requests.
Train and develop the Residence Services Team, including Butler and Doorperson.
Build and maintain strong relationships with guests and owners, support guest loyalty, and comply with guest loyalty program controls.
Assist in monitoring and responding to the Owner and Rental inbox during the shift.
Check Owner Inventory (Owner Block) and make reservations in accordance with reservation policies and procedures.
Update Owner Binders with preferences, recovery notes, and other relevant owner-specific information.
Provide owners with usage updates upon request, including Reciprocal bookings and Heritage Time usage.
Handle guest concerns, provide recovery, respond promptly, log and notify the appropriate area, and follow up after resolution.
Assist with valet tasks as needed.
Follow department policies, procedures, service standards, GDPR requirements, PCI requirements, and Health & Safety Policies.
Complete other night audit tasks, projects, and duties as assigned.