Guest Experience Coordinator

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 Assistant Spa Manager, 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
• Provide an exceptional guest service by greeting all incoming guests, answer phone calls and respond to online email booking requests in a timely, professional and engaging manner
• Schedule spa therapies and class appointments and monitor class wait lists, optimizing spa booking availability
• Conduct tours of the spa with all new guests

• Demonstrate awareness of market membership, spa therapies, mind body classes and wellbeing boutique products and special guest programs
• Generate sales by recommending and/or up-selling products and services
• Log all guest requests and confirm completion
• 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
• Confirm credit and payment method at check in and ensure full payment received at checkout
• Prepare daily reports and distribute to appropriate departments
• Secure cash bank, maintaining accurate cash accounting information/records and ensure desk staff have accurately completed their bank balancing and other paperwork at shift closure
• Balance bank daily
• Follow and ensure compliance with all corporate, hotel, departmental and safety policies and procedures
• Participate in hotel committees
• Participate in special projects, events and promotions as required
• 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:

• At least 1 year’s experience in a Spa, Fitness Club, Sales or Guest Services role in a luxury hotel environment is preferred
• A Hospitality related degree is strongly preferred
• Proven ability to focus attention on guests needs, remaining calm and courteous at all times
• Demonstrated strong interpersonal and communication skills
• Proven effective problem solving  skills
• Excellent organizational skills with ability to prioritize and multi-task
• Proven ability to work in a demanding fast paced environment
• Proven ability to work cohesively as part of a team in a multicultural, diverse environment
• Must have the ability to understand financial information and perform basic arithmetic functions
• Strong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, public holidays and weekends is required

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

• Standing and walking throughout shift
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere