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 Front Office/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.
Key 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.