Resident Services Supervisor

Residence Services Supervisor Join the world of luxury hospitality at Fairmont Heritage Place, Ghirardelli Square, as our new Residence Services Supervisor. Reporting to the Front Office/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.

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.