Assistant 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, 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 Front office Manager, responsibilities and essential job functions include, but are not limited to, the following:

• Assists the Front office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Royal Service/Switchboard and Guest Services/Front Desk.
• Directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.
• Ensures guest and employee satisfaction and maximizes the financial performance of the department.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.
• Understands employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Responsible for achieving department goals (All Brand pillars - LQA/EES/VOG/Financials).
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations. Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors
• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Performs Duty Manager Shifts. Participates in department meetings.
• Provides supervision, training, direction and leadership to Front Office staff.
• Resolves any guest related problems graciously and expeditiously, while simultaneously protecting the interests of both the guests and the hotel.
• Maintains grooming and appearance standards for all Front Office Staff.
• Manages and enforcing all Hotel policies and procedures.
• Assists the Front Office Manager in planning and organizing the Front Office Operation
• Manages the Front Office operation in the absence of the Front Office Manager
• 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 function related duties and projects as assigned

Qualifications:

• An 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 working in a unionized environment, with a minimum of 2-3 years in a Front Office leadership role, preferred.
• 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
• 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 Cloud, Property Manager, at an advanced level is preferred

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

• Sitting: 0-1 Hr/Day; Walking: 6-8 Hr/Day; Standing: 6-8 Hr/Day
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere