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

• Lead and manage all aspects of Front Office and Residential Services operations, ensuring consistent delivery of Fairmont brand service standards.

• 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.

• Champion the Fairmont Promise and inspire colleagues to create memorable experiences for every Owner, Resident, and Guest.

• 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.

• Maintain a thorough understanding of HOA governing documents, property policies, and community standards.

• 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.

• Oversee daily Front Office operations including arrivals, departures, residence assignments, Owner stays, Resident interactions, and guest services.

• 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.

• Maintain strong partnerships with Housekeeping, Engineering, Security, Food & Beverage, and other operational departments.

• 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.

• Maintain ownership of ALICE workflows and ensure requests are assigned, tracked, communicated, and completed within established service standards.

• 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.

• Maintain proficiency in Opera PMS, TARS, ACDC, ALICE, and related hospitality systems.

• 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.

• C

• Minimum two (2) years of management experience required.

• 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.

• Constant standing and walking throughout shift

• 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

• 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