Resident Services Supervisor

Job Description

Job Description

Company Description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Heritage Place Ghirardelli Square
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. 

About the Application Process:

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

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 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.

Qualifications

What will you bring to this role?

• Previous Front Desk/Concierge experience
• 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
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized

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

Additional Information

Starting hourly wage : $36.16 plus benefits

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties , special dining and wellness discounts, and added luxuries to enhance your experience. Additional benefits include complimentary dry‑cleaning services and access to property fitness center during non-peak hours. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

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