Operations Manager / Front Office Manager / Rooms Department Manager - Residential Property

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 completed within established service standards.
• Monitor open requests daily and ensure timely follow-up and closure.
• Analyze ALICE reporting to identify trends, service gaps, recurring concerns, and opportunities for process improvement.
• Hold supervisors and colleagues accountable for completion of assigned requests.
• Ensure traces, guest requests, service opportunities, and departmental follow-up items are properly documented and resolved.
• Ensure effective shift handovers through accurate pass-on communication and operational follow-up.

TARS, ACDC & Systems Administration

• Maintain proficiency in Opera PMS, TARS, ACDC, ALICE, and related hospitality systems.
• Ensure Owner and Guest information is accurately maintained within all applicable systems.
• Monitor reservation accuracy, inventory controls, room assignments, upgrades, and profile management.
• Ensure colleagues are properly trained on system functionality and operating procedures.
• Support inventory integrity, forecasting accuracy, and operational efficiency through effective systems utilization.
• Maintain data accuracy and appropriate Owner and Guest recognition standards.

ALL - Accor Live Limitless Loyalty Program

• Champion ALL - Accor Live Limitless enrollment, recognition, and engagement initiatives.
• Ensure eligible Owners and Guests consistently receive program benefits and recognition.
• Serve as the departmental subject matter expert for ALL program standards and procedures.
• Review, investigate, reconcile, and process loyalty point discrepancies, retro claims, missing stay requests, and point adjustment requests.
• Conduct regular audits of loyalty transactions, guest profiles, and member recognition performance.
• Partner with Reservations and Revenue Management teams to ensure loyalty data integrity.
• Coach colleagues on enrollment opportunities, member engagement, and loyalty standards.
• Monitor loyalty performance metrics and identify opportunities to improve participation and member satisfaction.

Payroll, Scheduling & Labor Management

• Monitor colleague attendance and review timekeeping daily to ensure accuracy.
• Oversee departmental payroll administration and payroll processing deadlines.
• Ensure timely resolution of payroll discrepancies, missed punches, scheduling concerns, and labor compliance issues.
• Review meal period compliance and labor utilization.
• Develop schedules that support operational needs while achieving productivity goals.
• Assist with labor forecasting, departmental budgeting, and expense management.
• Reinforce colleague accountability regarding timekeeping, attendance, and scheduling practices.
• Maintain labor practices consistent with company policy and applicable Collective Bargaining Agreement requirements.

Standards, Compliance & Risk Management

• Ensure compliance with all Fairmont, Accor, property, departmental, SOP, and LSOP standards and procedures.
• Regularly review departmental practices and identify opportunities for operational improvement.
• Participate in the development, implementation, and enhancement of departmental SOPs and LSOPs.
• Ensure compliance with safety regulations, security procedures, and company policies.
• Maintain appropriate documentation related to investigations, coaching discussions, and corrective action.
• Escalate operational, guest, safety, and colleague concerns appropriately.
• Lead by example through professionalism, ethical decision-making, integrity, and accountability.

Communication & Professional Standards

• Model exceptional written and verbal communication skills.
• Ensure communication remains professional, respectful, service-focused, and solution-oriented.
• Uphold Fairmont appearance, grooming, and professionalism standards.
• Conduct regular audits of colleague appearance and uniform compliance.
• Ensure effective communication between shifts and departments.
• Communicate operational priorities, service opportunities, and departmental objectives clearly and consistently.

Reporting & Business Analytics

• Analyze guest feedback, loyalty performance, labor metrics, ALICE reporting, operational reports, and departmental KPIs.
• Identify trends and opportunities to improve service, efficiency, engagement, and financial performance.
• Prepare and communicate departmental performance updates and action plans.
• Utilize reporting tools to support data-driven decision-making and continuous improvement.

Success in This Role

The ideal candidate is a highly engaged leader who embraces the Fairmont Promise, develops strong teams, takes ownership of results, and drives operational excellence. Success is measured not only by exceptional Owner, Resident, and Guest experiences, but also by strong colleague engagement, effective service recovery, loyalty program performance, operational discipline, labor stewardship, regulatory compliance, and consistent execution of Fairmont brand standards.

Qualifications

Qualifications

• Minimum two (2) years of management experience required.
• Previous Front Office, Guest Services, Residential Services, Rooms Division, or hospitality leadership experience preferred.
• Luxury hospitality, residential hospitality, private residence club, resort, or hotel experience strongly preferred.
• Demonstrated ability to lead teams, manage performance, drive accountability, and develop colleagues.
• Strong service recovery and conflict resolution skills.
• Knowledge of HOA operations and California Civil Code requirements preferred.
• Experience working within union environments and administering Collective Bargaining Agreements preferred.
• Experience with Opera PMS, TARS, ACDC, ALICE, ALL - Accor Live Limitless, and Microsoft Office Suite preferred.
• Excellent organizational, problem-solving, and communication skills.
• Strong attention to detail and follow-through.
• Ability to manage multiple priorities in a fast-paced luxury hospitality environment.
• Flexible schedule including evenings, weekends, and holidays as operationally required.

Physical Aspects of Position (include but are not limited to): 

• Constant standing and walking throughout shift
• Frequent verbal communication that requires speaking, hearing
• Frequent written communication that requires typing, reading, writing
• Occasional kneeling, pushing, pulling, lifting 50 lbs and more

What will you bring to this role?

• 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

Additional Information

Salary Range: $82,000 - $98,000 based on experience/qualifications, plus benefits 

Temporary may become Permanent

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. Additional benefits include complimentary uniforms and dry cleaning, fitness center access, and special offers throughout Ghirardelli Square. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

All your information will be kept confidential according to EEO guidelines.

Compensation: 82000 to 98000 (USD) (YEARLY)