Residences Services Supervisor
Turning moments into special memories for our guests and owners by being an ambassador for our brand, our property and our community. As a member of our Front of House Team, you will use your passion for making special happen for our owners and guests.
Position scope
Reporting to the Residences Operations Manager, responsibilities and essential job functions include but are not limited to the following:
- 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 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.