Director of Residences (Operations)

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, like Planet 21

Responsibilities:

Reporting to the General Manager, the Director, Residences will manage all aspects of Housekeeping and Front Office Operations ensuring Fairmont Hotels & Resorts standards and Cleanliness/Sanitation standards are maintained in all areas of the Residence Club.

• Ensure Fairmont Hotels & Resorts core standards and residential standards are implemented and audited for consistency.
• Develop standards and training for the positions in both Housekeeping and Front Office and Owner Services Departments.
• Oversee property inspection program including Residences/Public areas to up-keep cleanliness – general repair – replacements as required using iAudit program.
• Coordinate and schedule preventative maintenance programs and timelines with Chief Engineer. Ensure work orders and service tickets are being entered into Royal Service platform.
• Responsible for everyday communications, including coaching and performance management for supervisors and line level colleagues, and managers.
• Responsible for performance of Residence Managers and Owner Services Team.
• Responsible for colleague performance evaluations on a timely basis, including corrective action and coaching.
• Responsible for creating SMART goals for the management and line level team
• Monitor and Champion Health and Safety environment and aspects of Housekeeping and Front Office Operations, ensuring all staff are fully trained and up-to-date on Health and safety issues regarding chemicals, equipment and hygiene. Is responsible for taking necessary proactive steps to reduce/eliminate employee accidents.
• Responsible for ensuring consistency in exceeding guest service expectations (Utilizing Trust You, Royal Service, and KIPSU platforms for tracking/measurement/feedback). Review and communicate owner arrival reports in ACDC platform with operational teams to ensure all special requirements are met with assistance from Owner Services team.
• Adhere to all PCI Compliance measures for Front Office Operations and ensure Supervisors are trained in all aspects.
• Manage employee uniform program including maintaining appropriate standard of uniforms, hygiene, grooming, conduct of all staff.
• Oversee onboarding process of new hires in conjunction with Talent & Culture and Operations managers
• Oversee the retrieval, safekeeping, and disbursement of all lost and found items consistent with company policy
• Responsible for department labor costs while ensuring effective scheduling, vacation planning, and department productivity.
• Responsible for department expenses while ensuring corresponding guest ledgers are in line with budget/forecast.
• Place monthly purchases in line with the property’s purchasing policy
• Establish positive working relationships with outside contractors, and vendor partnerships.
• Assist with sales initiatives and sites/tours, reviewing and ensuring details of potential prospective buyers are met and serve as a liaison with Sales teams.
• Assist Talent & Culture with recruitment and training of Housekeeping and Front Office team to ensure engaged work culture and positive work environment. 
• Assist General Manager and Director of Finance on administering control on purchases/expenditures for operation and is consistently aware of quality and cost.
• Assisting in creation of annual budget process for operational departments with Executive Committee.
• Participate in weekly executive committee meetings, forecast meetings, revenue meetings, operations meetings, and daily pre-shift meetings.
• Lead Department Meetings with Operations Leaders
• Provides feedback and updates on all stakeholder pillars related to Housekeeping and Front Office Departments with weekly meetings to Executive Committee.
• Interact professionally with individuals outside the hotel, such as suppliers, contractors, labour relations representations and competitors.
• Interact with owners and guests professionally, delivering a high level of service.
• Champion sustainability efforts of the property including reporting into Gaia 2.0
• Review month end financials and provide commentary in a timely manner
• Oversee quarterly true up process for service tracking for successful owner assessment allocation partnering with Finance Team and General Manager
• Participate in board meetings, including the HOA annual meeting and assisting with applicable minutes
• Lead approved sub-committees of the board, including but not limited to the Design Committee
• Oversee capital projects from beginning to end, including completing accurately authority for expenditure authorization forms
• Assist in covering breaks for the front office team as needed
• Accept responsibility for carrying out other management duties as requested by the General Manager and Executive Committee.

Compensation:

Salary $115,000 - $135,000/yr.

• Minimum of 5 years management experience in Operations Leadership role is a requirement, preferably with a luxury hotel brand
• Working knowledge of Property Management system Opera Cloud an asset
• Proven hands-on management style and ability to lead through example in all areas is essential
• Proven ability to successfully lead, train and motivate colleagues is essential
• Must be highly organized, energetic and possess the ability to get the job done
• Strong administration, problem-solving and organizational skills
• Dynamic, energetic, creative and thrives under pressure
• Working knowledge of Outlook, Word and Excel
• Previous exposure to Front Office an asset

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.