Residences Operations Manager

Manager, Residence OperationsProviding engaging, sincere, and personalized services is one of the ways our team is turning moments into memories for our Owners and Guests at Fairmont Heritage Place, Ghirardelli. Highlight your interpersonal strengths as Manager Residence Owners Operations, where you will lead our Owner Experience, anticipating the needs of our Owners to deliver on a flawless and memorable experience. Summary of Responsibilities:

Reporting to the Director, Residences, responsibilities and essential job functions include but are not limited to:Consistently offer professional, friendly, and engaging serviceLead and manage all aspects of the Residence Services and Housekeeping operation, ensuring all service standards are followedMaintain close liaison with Owner Relations, Accounting and Maintenance teamsEffectively balance operational, administrative, and Colleague needsMaintain strong financial performance through management of expenses and revenuesConduct inventory on a monthly basisAssist with monthly purchasingCreate and distribute schedules on a weekly basis, while complying with the CBATrack attendanceOversee payroll process and ensure timelines are followed for payroll processingCommunicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.Assist with daily inspection of residencesComplete quality control checks of reservations and profilesEnsure all SOPs are being correctly followedLead and attend various property committee meetingsMaximize revenue through participating in room upgrade programMaximize loyalty by overseeing in ALL enrollment programHandle guest and owner concerns quicklyProduce accurate royal service management reportCreate and conduct departmental meetingsAssist in recruitment and training of new hires.Responsible for coaching and performance management for supervisors and line level colleagues and the talent management cycleCollaborate with owner services and support owner social engagement events throughout the calendar year, including weekly wine and cheese receptions.Assist Owners and Guests regarding facilities in an informative and helpful wayDevelop and maintain strong Owner relationships to ensure loyaltyRecord and utilize Owner’s passions, preferences and other pertinent information into ACDC (Accor’s global Loyalty system) and internal owner profile binders.Assist in supervising and assisting the Residence Services team and Housekeeping teams as requiredOversee checklists to ensure task completionCreate housekeeping boards daily and associated tasksReview daily operating packet and sign off as neededEnsure effective productivity and positive colleague relations amongst the operational teamRespond to and publicly comment on guest reviewsManage lost and found proceduresManage panic button maintenance programImplement and oversee guest satisfaction initiativesFollow department policies, procedures, and service standardsFollow all safety policiesOther duties as assigned