Operations Manager / Front Office Manager / Rooms Department Manager (Residential Property)

Responsibilities

The Front Office Manager leads and manages all aspects of front office and residential services operations to ensure consistent delivery of luxury brand standards. They are responsible for fostering a culture of ownership, coaching team members, and maintaining strong relationships with owners and guests.

Requirements

Candidates must have a minimum of two years of management experience, preferably within luxury hospitality or residential settings. Proficiency in hospitality systems such as Opera PMS and ALICE, along with strong leadership and conflict resolution skills, is required.

Skills

• Front office management
• Luxury hospitality
• Team leadership
• Service recovery
• Conflict resolution
• Operational management
• Performance management
• Staff training
• Budgeting
• Labor management
• HOA operations
• Data analysis
• Communication skills
• Organizational skills
• Problem-solving
• Attention to detail

Benefits

• Complimentary upgrades
• Extended stays
• Discounted stays
• Dining discounts
• Wellness discounts
• Complimentary uniforms
• Dry cleaning
• Fitness center access

About this role

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 Front Office Manager. Reporting to the Director of Residences, the Front Office Manager is responsible for providing engaging, sincere, and personalized services is one of the ways our team is Making Special Happen for our Owners and Guests. As Front Office Manager, you will work in conjunction with Housekeeping, Engineering, and Residence Services team to turn moments into special memories.
What You Will Be Doing
Leadership & Team Development
Lead and manage all aspects of Front Office and Residential Services operations, ensuring consistent delivery of Fairmont brand service standards.
Lead, coach, mentor, and develop Front Office and Residential Services colleagues and supervisors.
Establish clear performance expectations and hold supervisors and colleagues accountable for service standards, professionalism, attendance, appearance standards, and operational execution.
Foster a culture of ownership, accountability, teamwork, and continuous improvement.
Maintain a visible leadership presence throughout the operation and provide ongoing coaching and support.
Conduct performance evaluations, coaching discussions, recognition initiatives, and corrective action when appropriate.
Support recruitment, onboarding, training, and succession planning efforts.
Participate in colleague relations matters in partnership with Human Resources.
Ensure consistent and equitable administration of departmental policies, procedures, and the Collective Bargaining Agreement.
Promote colleague engagement while fostering a positive and collaborative workplace culture.
Owner, Resident & Guest Experience
Champion the Fairmont Promise and inspire colleagues to create memorable experiences for every Owner, Resident, and Guest.
Deliver personalized luxury service while anticipating needs and exceeding expectations.
Build and maintain strong relationships with Owners and Residents.
Lead service recovery efforts and ensure concerns are addressed promptly, professionally, and completely.
Ensure all Owner and Guest concerns are documented, communicated appropriately, and resolved through final follow-up.
Maintain ownership of escalated issues through completion and confirmation of satisfaction.
Ensure key Owner and Guest preferences, stay history, residence information, and special requests are properly documented and maintained.
Monitor guest feedback platforms and implement action plans to improve service results and satisfaction scores.
Residential Operations & Owner Relations
Maintain a thorough understanding of HOA governing documents, property policies, and community standards.
Ensure operational compliance with applicable California Civil Code requirements and Association regulations.
Partner with Association leadership and ownership representatives as appropriate.
Maintain confidentiality and professionalism when handling sensitive Owner and Resident matters.
Support the Director of Residences in fostering positive relationships throughout the ownership community.
Front Office Operations
Oversee daily Front Office operations including arrivals, departures, residence assignments, Owner stays, Resident interactions, and guest services.
Ensure all Front Office procedures are executed in accordance with Fairmont standards and departmental requirements.
Maintain awareness of all significant operational activities occurring throughout the property.
Conduct regular inspections and audits of Front Office operations and service delivery.
Monitor departmental productivity, operational efficiency, and service consistency.
Ensure department records, reports, operating packets, and checklists are completed accurately and on time.
Serve as Manager on Duty as scheduled.
Respond to emergencies, service escalations, operational challenges, and guest concerns requiring leadership intervention.
Perform other duties and special projects as assigned.
Housekeeping, Engineering & Interdepartmental Coordination
Maintain strong partnerships with Housekeeping, Engineering, Security, Food & Beverage, and other operational departments.
Coordinate room readiness, residence inspections, maintenance concerns, arrivals, departures, and recovery efforts.
Participate in daily operational meetings and communicate departmental priorities and service opportunities.
Ensure cross-departmental follow-through on Owner, Resident, and Guest requests.
Collaborate with department leaders to identify and resolve recurring operational issues.
ALICE Administration & Service Follow-Up
Maintain ownership of ALICE workflows and ensure requests are assigned, tracked, communicated, and complete...

About AccorHotel

Hospitality · 10,001+ employees · headquartered in Issy-les-Moulineaux, Paris Region