Front Office Manager

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, luxurious 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, and 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

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) are in full compliance with FRHI operating standards & Guest Service Essentials
• Maximize revenue potential and profitability in all areas of report
• Develop and implement action plans to ensure that Front Office departments to consistently perform well to exceed various guest (JDP, LQA) and colleague (CES) experience evaluation targets
• 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
• Assist in annual budget preparation, monthly forecasting and managing operational cost for all Front Office departments
• Schedule and manage staff to support both our service level commitments and labour cost goals
• Ensure daily shift briefings are conducted, ensuring that our colleagues are well informed and prepared to deliver outstanding service 
• Promote the safety and wellbeing 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
• 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 
• 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)

• An undergraduate degree in Hospitality Management is strongly preferred
• At least five years of progressive experience within a luxury hotel environment is required
• International experience within a luxury hotel brand is required
• Experience in unionized work environment with a minimum of two years’ experience in a Rooms Division Department Head or Senior Leadership capacity is required
• Proven track record of delivering top quartile guest satisfaction, financial results, colleague engagement and brand adherence
• Proven strong supervisory/leadership skills and the ability to consistently meet high levels of service excellence
• Dynamic, enthusiastic, flexible and creative leader who thrives under pressure and can perform multiple functions in a fast-paced, changing environment
• 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 in a demanding and fast paced environment
• Proven ability to work cohesively as part of a team in a multi-cultural, diverse environment
• Proven strong organizational and analytical skills
• Exemplary written, verbal and problem solving communication skills
• Knowledge of MS Office programmes is required; knowledge of Opera, Property Manager, at an advanced level is preferred

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

• Sitting / standing  4-6 hrs. a day
• Light Activity