Residence Services Supervisor

Hotel Overview:

Two of San Francisco's most recognized icons, Ghirardelli Square and Fairmont Hotels & Resorts, have partnered to create the city's most distinctive and exciting luxury residential accommodations, Fairmont Heritage Place, Ghirardelli Square.

Join the Fairmont Heritage Place team and be part of providing the highest quality service to our owners and guests.  Fairmont Heritage Place Ghirardelli Square is a Private Residence Club with 53 one, two and three bedroom residences. 

What is in it for you:

• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

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.

• Previous Front Desk/Concierge experience (2 yrs minimum)
• 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 with fellow colleagues as part of a team
• Ability to focus attention on guest needs, always remaining calm and courteous

Visa Requirements: You must provide proof that you are legally entitled to work in the United States.  Employment is conditional upon your ability to produce acceptable documentation establishing that you are legally entitled to work in the United States within three days of your date of hire.

Pay Range: $34.00 - $36.16 per hour

Physical Aspects of Position (include but are not limited to): 

Frequent standing and walking throughout shift Occasional kneeling, pushing, pulling, lifting Occasional ascending or descending ladders, stairs and ramps Frequent standing and walking throughout shift

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

About Fairmont Hotels & Resorts:  At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations.  And we know that, to offer our guests the best, we first need to offer our employees the best.  That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards.  Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel.  Our teams are guided by values of Respect, Integrity,  Teamwork and Empowerment;  we employ the highest ethical and quality standards, treating all colleague with fairness and dignity.  A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program.  An exciting future awaits!

Persons who anticipate needing accommodations for any part of the application or interview may contact, in confidence 

Do what you love, care for the world, dare to challenge the status quo!  #BELIMITLESS

All your information will be kept confidential according to EEO guidelines.