Fairmont Director of Front Office in Hamilton, Bermuda

Primary Location

* *Director of Front Office

At Hamilton Princess & Beach Club, our approach to Human Resources begins with selecting the best candidates to join our global team of service professionals committed to turning moments into memories for our guests. As a member of our Front Office team your passion, engaging interpersonal skills and leadership will ensure exceptional guest service.

Hotel Overview: The “Princess” has been the Grande Dame of Bermuda’s hotels ever since it opened her doors on January 1, 1885. Overlooking the stunning blue waters of the breathtaking harbor, The Fairmont Hamilton Princess Hotel, Bermuda's Hotel, offers everything you could possibly need to make a truly memorable experience for our Guests. For three consecutive years, Fairmont Hamilton Princess has been recognized as a recipient of the Bermuda’s Top 10 best places to work in Bermuda.

Summary of Responsibilities:

Reporting to the Director of Rooms, responsibilities and essential job functions include, but are not limited to, the following:

  • Motivate, lead, coach and manage all aspects of team members’ performance towards achieving exceptional guest service and employee satisfaction results

  • Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues

  • Ensure all areas of Front Office Operations (Front Desk, Uniforms/Belldesk, and Royal Service) adhere to and are 100% compliant to the Fairmont Hotels & Resorts operating standards & Guest Service Essentials

  • Support the daily operations by providing expertise in the Front Office and related discipline

  • Maximize revenue potential and profitability in all areas of report

  • Ensure consistently outstanding guest experiences are delivered from all areas of report

  • Establish precise, measurable and achievable plans of action for the Front Office areas and review results and follow up as required

  • Lead, motivate and train Front Office managers and colleagues

  • Deliver top quartile colleague engagement and work satisfaction results as measured by the Colleague Engagement Survey

  • Lead in Departmental communication meetings

  • Ensure effective inter-departmental communication and cooperation to ensure high guest service levels

  • Assist in annual budget preparation and monthly forecasting for the Front Office departments

  • Oversee hiring, training and performance management of all colleagues within the Front Office

  • Ensure all guest comments and complaints pertaining to the area of responsibilities are managed in a timely and effective manner ensuring guest satisfaction

  • Maintain operational budget for all Front Office departments and ensure all operating and labor costs are controlled

  • Ensure Revenue Management policies and procedures are understood and are practiced by all Front Desk staff

  • Lead Front Office departments to consistently focus on guest satisfaction as measured in JD Power arrival and departure evaluations

  • Promote the safety and well being of our guests and colleagues by having a working knowledge of crisis and emergency procedures

  • Actively represent all areas of report on the hotels Division Head leadership Team

  • Resolve guest concerns in a prompt and efficient manner, follow correct documentation procedures and ensure managers and relevant departments are notified in a timely manner

  • Ensure daily shift briefings are conducted, ensuring that our colleagues are well informed and prepared to deliver outstanding service

  • Schedule and manage staff to support both our service level commitments and labour cost goals

  • Consistently offer professional, friendly and proactive customer service while supporting fellow colleagues

  • Demonstrate Fairmont core values in all interactions

  • Follow and ensure compliance with all corporate, hotel and departmental policies and procedures

  • Participate in hotel committees

  • Perform any other function related duties and projects as assigned

Employee Status


  • Post secondary education in Hospitality Management an asset

  • At least five years of progressive experience within a luxury, unionized work environment with a minimum of two years experience in a Rooms Division Department Head or Senior Leadership capacity

  • Proficiency in Opera or equivalent hotel management system
  • Proven track record of delivering top quartile guest satisfaction, financial result, colleague engagement and brand adherence
  • Dynamic, enthusiastic, flexible and creative leader who thrives under pressure and can perform multiple functions in a fast-paced, changing environment
  • Exemplary written and verbal communication skills
  • Superior problem solving abilities
  • Must be able to evaluate and select among alternative courses of action quickly and accurately
  • Must work well in stressful, high-pressure situations, maintaining composure and objectivity under pressure
  • Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests
  • Proven strong supervisory/leadership skills and the ability to meet high levels of service excellence
  • The ability to demonstrate an understanding of mechanical concepts and systems used in industrial laundry facilities is required
  • Proven ability to focus attention on guest needs, remaining calm and courteous at all times
  • Proven ability to work cohesively as part of a team in a multi cultural, diverse environment
  • Proven strong organizational and analytical skills
  • Proven ability to work efficiently in a demanding and fast paced environment
  • Energetic, enthusiastic, self-motivated and a charismatic team player
  • Knowledge of MS Office programmes is strongly preferred
  • Strong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, weekends and public holidays is required
  • Knowledge of Property Manager, Word, and Excel at an advanced level
  • Must be able to work with and understand financial information and date, and basic arithmetic functions

* *Visa Requirements: Must be legally eligible to work in Bermuda.

APPLY TODAY:Whether you're launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!


At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!

Primary Location: Bermuda-Hamilton-The Fairmont Hamilton Princess

Employee Status: Regular

Job Level: Management / Supervisory

Schedule: Full-time

Shift: Day Job

Travel: No

Closing Date: 27.Jan.2017, 11:59:00 PM

Req ID: HAM00731