Resident Services Supervisor

AccorHotel•San Francisco, CA

7d•Onsite

About The Position

We invite you to join the world of luxury hospitality at Fairmont Heritage Place, Ghirardelli Square, as our new Residence Services Supervisor. Reporting to the Operations Manager, the Residence Services Supervisor leads the day-to-day shift operations at Fairmont Heritage Place, Ghirardelli Square, while fostering a culture that “Makes Special Happen.” This role oversees the arrival, in-house, and departure experiences for owners and guests, and serves as a key leader in delivering exceptional, personalized service. The position also ensures compliance with governing documents, brand standards, and established operational procedures.

Requirements

Previous Front Desk/Concierge experience
Outstanding guest services skills and sophisticated verbal & written communication skills
Valid drivers' 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 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

Responsibilities

Consistently offer professional, friendly and engaging service to Owners and Guests
Oversee day to day shift operations and act as MOD on the floor ensuring policies, procedures, and service standards are adhered to
Work overnight shifts, including processing night audit and housekeeping opening/closing tasks as needed
Communicate through briefings, emails, and meetings pertinent information to the shift and operation
Conduct Residences inspections and property walk-throughs throughout shifts
Responsible for emergency protocol and procedures as needed
Process charges to guests for rental, groceries, and customer services, and owners and prepare back up for expense report
Complete night audit functions, reconcile/verify revenues and payments posted. Reconcile credit card batches and settle. Review PM accounts and assist in clearing payments through Opera/Biller Genie and/or other 3rd party payment collection application.
Generate, save and distribute daily financial/statistical reports.
Process charges to guests for rental, groceries, and customer services, and owners
Manage service tracking logs inclusive of all requests, both pending and confirmed
Train and develop Residence Services Team including Butler and Doorperson
Develop and maintain strong guest and owners’ relationships to ensure guest loyalty and adhere to program controls and compliance with guest loyalty program
Assist in monitoring and responding to Owner and Rental inbox throughout shift
Check Owner Inventory (Owner Block) and make reservations adhering to Reservation Policies and Procedures.
Update Owner Binders as needed, including preferences, recovery notes, and any relevant 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 proper area including follow up once resolved
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.