Residences Operations Manager

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

Manager, Residence Operations

Providing engaging, sincere, and personalized services is one of the ways our team is turning moments into memories for our Owners and Guests at Fairmont Heritage Place, Ghirardelli. Highlight your interpersonal strengths as Manager Residence Owners Operations, where you will lead our Owner Experience, anticipating the needs of our Owners to deliver on a flawless and memorable experience.

Summary of Responsibilities:
Reporting to the Director, Residences, responsibilities and essential job functions include but are not limited to:

• Consistently offer professional, friendly, and engaging service
• Lead and manage all aspects of the Residence Services and Housekeeping operation, ensuring all service standards are followed
• Maintain close liaison with Owner Relations, Accounting and Maintenance teams
• Effectively balance operational, administrative, and Colleague needs
• Maintain strong financial performance through management of expenses and revenues
• Conduct inventory on a monthly basis
• Assist with monthly purchasing
• Create and distribute schedules on a weekly basis, while complying with the CBA
• Track attendance
• Oversee payroll process and ensure timelines are followed for payroll processing
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.
• Assist with daily inspection of residences
• Complete quality control checks of reservations and profiles
• Ensure all SOPs are being correctly followed
• Lead and attend various property committee meetings
• Maximize revenue through participating in room upgrade program
• Maximize loyalty by overseeing in ALL enrollment program
• Handle guest and owner concerns quickly
• Produce accurate royal service management report
• Create and conduct departmental meetings
• Assist in recruitment and training of new hires.
• Responsible for coaching and performance management for supervisors and line level colleagues and the talent management cycle
• Collaborate with owner services and support owner social engagement events throughout the calendar year, including weekly wine and cheese receptions.
• Assist Owners and Guests regarding facilities in an informative and helpful way
• Develop and maintain strong Owner relationships to ensure loyalty
• Record and utilize Owner’s passions, preferences and other pertinent information into ACDC (Accor’s global Loyalty system) and internal owner profile binders.
• Assist in supervising and assisting the Residence Services team and Housekeeping teams as required
• Oversee checklists to ensure task completion
• Create housekeeping boards daily and associated tasks
• Review daily operating packet and sign off as needed
• Ensure effective productivity and positive colleague relations amongst the operational team
• Respond to and publicly comment on guest reviews
• Manage lost and found procedures
• Manage panic button maintenance program
• Implement and oversee guest satisfaction initiatives
• Follow department policies, procedures, and service standards
• Follow all safety policies
• Other duties as assigned

Qualifications

• Previous leadership experience in a hospitality setting required
• Experience in residential management and owner relations preferred
• University/ College degree in a related discipline preferred
• Computer literacy in Microsoft office required
• Excellent written and oral communication skills
• Previous experience with a Property Management System required
• Highly responsible and reliable
• Strong interpersonal and problem solving abilities
• Ability to work well under pressure
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on owner and guest needs, remaining calm and courteous at all times

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

Frequent verbal communication that requires speaking, hearing

• Frequent written communication that requires typing, reading, writing
• Occasional standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting 50 lbs. and more

Salary Range: $60,000 - $88,000 / Yr.

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.