Concierge Supervisor

For more than a century, Hamilton Princess & Beach Club is Bermuda's only luxury urban resort. Our world-class accommodations, internationally revered modern art collection, celebrated restaurants, spa, and more, are why we appeal to Bermuda’s luxury travelers, as well as our magical team of colleagues.

Here at the iconic “Pink Palace” we embrace the spirit of being unique, passionate, pleasant, while keen on turning moments into memories for our guests – the Fairmont way. 

As a member of our Princess Team, all Heartists are valued and recognized, the same as our guests and local communities. Consider joining us, if you enjoy:

• Connecting guests to the extraordinary place we call home
• Discovering a broad offering of career paths
• Learning and thriving among a group of international hospitality professionals
• Being passionate about people and attentive to the world - we are globetrotters!
• Going beyond the walls of our hotel to support our community
• Taking pride in our differences

Then this could be THE perfect opportunity for you, and we cannot wait to welcome you.

#WeAreHamiltonPrincess

Summary of Responsibilities:

Reporting to the Guest Services Manager, responsibilities and essential job functions include, but are not limited to, the following:

• Consistently offer professional, engaging and proactive guest service and supporting fellow Colleagues
• Using your engaging and outgoing interpersonal skills, establish positive relationships with guests to increase brand and property loyalty
• Proactively share information about the Hotel and its history and services in an informative and engaging manner
• Maintain frequent communications with guests prior to arrival to ensure strong personal connections with the Hotel are established
• Provide guests with information pertaining to island features such as shopping, dining, nightlife, and sightseeing and recreational activities etc.
• Assist with any plans or arrangements the guest intends to make during their stay
• Work closely with other Hotel departments to plan special activities / personalized recognition for guests
• Demonstrate awareness of groups, events and activities happening in the hotel and direct guests to functions within hotel as required
• Ensure that the Concierge Desk, as well as the immediate public spaces are tidy and clean at all times
• Demonstrate Fairmont core values in all interactions
• Attends and regularly contributes to all shift briefing and department communication meetings
• Follow and ensure compliance with all corporate, hotel, departmental and safety policies and procedures
• Participate in hotel committees
• Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC)
• Perform any other duties, tasks, and assignments within your department as required

Qualifications:

• Bachelor degree or Diploma in Hotel and Restaurant Management, Hospitality, Business Administration or related major  
• At least 3 years’ experience in a Concierge capacity or in a demanding guest facing role is required in a luxury hotel environment
• Successful completion of the Bermuda Certified Tourism Ambassador (CTA) program is highly advantageous
• Broad knowledge of Bermuda’s culture, history and tourism offerings is preferred
• Demonstrate superior interpersonal skills and the ability to engage demanding clientele is required
• Demonstrated ability to discern appropriate resolutions to ensure guest satisfaction is required
• Work well under pressure in a fast paced environment with the 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-culturally diverse environment
• Demonstrate excellent administrative, written and verbal communication skills
• Proven ability to work cohesively as part of a team in a multi-culturally diverse environment
• Previous Knowledge of computerized Front Office systems and MS Office Suite is an asset

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

Physical Aspects of Position:

Include, but are not limited to, the following:

• Standing for long periods of time throughout shift
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere