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Residence Services Supervisor

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OysterLink

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Location:
United States , San Mateo

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Category:
Hospitality and Tourism

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Contract Type:
Employment contract

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Salary:

34.00 - 36.00 USD / Hour
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Job Description:

Fairmont Hotels & Resorts, a prestigious and globally recognized hospitality brand, is renowned for offering guests the finest and most luxurious accommodations and experiences in landmark destinations worldwide. Among its celebrated properties, the partnership between Ghirardelli Square and Fairmont Hotels & Resorts has birthed Fairmont Heritage Place, Ghirardelli Square, one of San Francisco's most distinctive luxury residential accommodations. This private residence club features 53 elegant one, two, and three-bedroom residences that provide an exclusive living experience combined with the impeccable service that Fairmont is known for. The Fairmont Heritage Place team is dedicated to delivering the highest quality service to... Show More

Job Responsibility:

  • 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
  • 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

Requirements:

  • You must provide proof that you are legally entitled to work in the United States
  • 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
What we offer:
  • Opportunity for growth
  • Corporate social responsibility activities
  • competitive pay
  • Shift Differential
  • diversity and inclusion
  • Career Development
  • recognition programs

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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