Resident Services Supervisor - Part Time - Overnight

About the role

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 âMakes Special Happen.â 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.

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
• 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
• Aid 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

• 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

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

Pay and Benefits

Starting hourly wage: $36.16 plus overnight premium pay, plus benefits

Employee Benefits:

• Complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts
• Access to property fitness center during non-peak hours
• Complimentary dry-cleaning services