Fairmont Guest Services Manager in Hamilton, Bermuda

Primary Location

Guest Services Manager

**Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service.

Summary of Responsibilities:

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

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

  • Demonstrate Fairmont core values in all interactions

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

  • Assist the Director of Front Office Operations in managing all aspects of Front Office Operations, providing support to Guest Service Agents and leading the team in the absence of the Director

  • Conduct shift briefings and departmental meetings ensuring that colleagues are well informed and prepared to deliver outstanding service

  • Complete regular quality assurance inspections and coach staff accordingly

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

  • Manage after hours reservation functions

  • Liaise with our group contacts to ensure that all of our groups’ needs are well planned and achieved

  • Employ a professional and attentive manner and establish positive relationships with guests using your engaging and outgoing interpersonal skills

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

  • 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


  • An undergraduate degree in Hospitality Management is strongly preferred

  • Minimum of 3 years’ supervisory experience in Front Desk / Guest Relations / Guest Services role in a luxury hotel environment is required

  • At least 1 year international experience in a luxury hotel is strongly preferred

  • Proven ability to focus attention on guest needs, remaining calm and courteous at all times

  • Proven strong leadership skills and the ability to motivate and lead a team to achieve high levels of service excellence is required

  • Demonstrated ability to discern appropriate resolutions to ensure guest satisfaction is required

  • Proven ability to work cohesively as part of a team in a multicultural, diverse environment

  • Demonstrated strong interpersonal and communication skills

  • 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 computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and MS Office Suite is an asset

  • Strong work ethic, highly responsible, and reliable. The ability to work shifts, extended hours including evenings, weekends and public holidays is required

Visa Requirements:Non-Bermudian candidates will need to qualify for a Bermuda Department of Immigration work permit applied for by Hamilton Princess & Beach Club Hotel.

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!

ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resorts 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: Rotating / Shift Work

Travel: No

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

Req ID: HAM00779