Resident Services Supervisor

AccorHotel•San Francisco, CA

10d•Onsite

About The Position

Fairmont Heritage Place, Ghirardelli Square is seeking a Residence Services Supervisor to lead day-to-day shift operations at its private residence club in San Francisco. Reporting to the Front Office/Operations Manager, the supervisor oversees owners’ and guests’ arrival, in-house, and departure experiences, helps deliver personalized luxury service, and ensures compliance with governing documents, brand standards, operational procedures, and applicable policies. The role includes overnight shifts and night-audit duties, operational oversight, team development, owner and guest relationship management, financial reporting, and response to guest concerns and emergencies. The role requires previous front desk or concierge experience, strong guest-service and communication skills, a valid driver’s license, computer literacy in Microsoft Windows applications, and the ability to work reliably and collaboratively in a fast-paced environment. The posting describes the position as temporary, with the possibility of becoming permanent, and lists a starting wage of $36.16 per hour plus benefits.

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 interactions.
Foster an inclusive environment where each 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 day-to-day 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 information relevant 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 guest charges for rentals, groceries, and customer services, and prepare supporting documentation for expense reports.
Complete night-audit functions, reconcile and verify revenues and payments, reconcile credit-card batches, settle payments, review PM accounts, and assist with clearing payments through Opera/Biller Genie or other third-party payment applications.
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 owner and guest relationships to support loyalty and comply with guest loyalty program controls.
Monitor and respond to the Owner and Rental inbox during the shift.
Check Owner Inventory (Owner Block) and make reservations according to reservation policies and procedures.
Update Owner Binders with preferences, recovery notes, and other owner-specific information.
Provide owners with usage updates upon request, including reciprocal bookings and Heritage Time usage.
Handle guest concerns, provide recovery, log and notify the appropriate area, and follow up once issues are resolved.
Assist with valet tasks as needed.
Follow department policies, procedures, and service standards; adhere to GDPR, PCI, and Health & Safety requirements.
Complete other night-audit tasks, projects, and duties as assigned.