Fairmont Gold 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, 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

Summary of Responsibilities:

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

• Consistently offer professional, friendly and proactive guest service while supporting fellow Colleagues
• Demonstrate Fairmont core values in all interactions
• Provide exceptional concierge services to Fairmont Gold guests including liaising with relevant departments to ensure an exceptional guest experience
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty
• Manage guest profile information and facilitate all necessary actions to enable personalized service
• Inspect Fairmont Gold Rooms to ensure the highest standards are met
• Communicate all guest feedback to appropriate departments and ensure correct documentation procedures are implemented
• 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 and accountable for the productiveness and efficiency of Fairmont Gold while ensuring the highest level of guest satisfaction
• 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:

• Experience in a Concierge / Guest Services / Front Desk operations environment or other customer focused role is required; international experience in a luxury hotel is strongly preferred
• Minimum 1 years supervisory experience is required; Fairmont Gold or Executive Club experience is strongly preferred
• A degree in Hospitality Management is strongly preferred
• Proven ability to focus attention on guest needs, remaining calm and courteous at all times
• Demonstrated commitment to high levels of service excellence is required
• Proven ability to work cohesively as part of a team in a multi-cultural, diverse environment
• Proven ability to work efficiently in a demanding and fast paced environment
• Knowledge of MS Office Suite is required; experience with Hotel or Front Office systems is preferred
• 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):

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