Guest Services 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 Guest Services 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
• Demonstrate awareness of groups, events and activities happening in the hotel and direct guests to functions within hotel as required
• Demonstrate awareness of and market special guest programs
• Check guests in and out of the hotel
• Confirm credit and payment method at check in and ensure full payment received at checkout
• Log all guest requests and confirm completion
• Using your engaging and outgoing interpersonal skills, establish positive relationships with guests to increase brand and property loyalty
• Resolve guest concerns in a prompt and efficient manner, following correct documentation procedures and ensure managers and relevant departments are notified in a timely manner
• Prepare express checkouts to be mailed daily (day shift)
• Review PMS inventory and House count for availability and rates
• Prepare individual paperwork (reconcile postings etc) for closing of shift
• Reconcile cash and credit card transactions daily
• Prepare daily reports and distribute to appropriate department
• Balance bank daily
• Relocate overbooked guests
• 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.

• An undergraduate degree in a hospitality related discipline is strongly preferred
• At least 2 years’ experience in Front Desk/ Concierge/ Guest Services role in a luxury hotel environment is required
• Proven ability to focus attention on guests needs, remaining calm and courteous at all times in a demanding and fast paced environment
• Demonstrated ability to discern appropriate resolutions to ensure guest satisfaction is required
• 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
• The ability to understand financial information and data, and to perform basic arithmetic functions
• Energetic with excellent interpersonal and communication skills
• 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 (include but are not limited to):

• Sitting: 0-1 Hr/Day; Walking: 6-8 Hr/Day; Standing: 6-8 Hr/Day.
• Bending/Reaching: 4-6 Hr/Day; Pushing/Pulling: 4-6 Hr/Day.
•  Physical effort: Does not lift weight over 50lbs.
• Visual Effort: Medium.
• Environmental Stress: Busy Atmosphere.