Overnight Guest Service 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, the Night Guest Services Manager is responsible for all the nightly tasks, including Front Office Accounting procedures, reconciliation & ensuring that the highest level of guest service and standards are maintained during the overnight period; responsibilities and essential job functions include but are not limited to the following:

• Provide effective, excellent guest service
• Assist in Front Desk duties, including check-in and check-out of guests
• Support and assist day & evening teams in regular operations

• Uphold staff appearance and grooming procedures
• Ensures that all Front Office policies and procedures are adhered
• Responsible for the nightly end-of-day reporting; ensuring accuracy in balancing accounts is complete.
• Deal with any guest request in a polite and efficient manner, delegating work where necessary to other night staff (Night bellmen, Engineering, Security, etc), and then following up to ensure that the guest has been satisfied
• Log all guest comments in Royal Service and where appropriate in the Duty Managers logbook and prepare a summary of all comments from the previous 24 hours which can be used at the morning meeting
• Complete all the necessary preparations for the beginning of the early shift in the Reception
• Supervise the work of the Night Bellmen and Night Auditor and assist in their training
• To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Night Manager
• Oversee all contracted staff working overnight in the hotel, recording any issues that may arise for handover to the relevant department head in the morning
• Monitor and inspect the Overnight cleaning team, ensuring the highest level of cleanliness and work efficiencies at all times
• Seeks feedback on guest satisfaction and resolves problems in accordance with our promise and philosophy of colleague empowerment
• Strong and effective communication with all other departments
• Provides passionate direction towards achieving our vision
• Develops, implements and/or maintains new incentives to motivate colleagues and maximize hotel revenue
• Adheres to and promotes the Company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures
• Take on the role of Team leader if a crisis situation arises
• Thorough knowledge of emergency procedures and general crisis situation procedures
• Ensure the daily audit is balanced and any discrepancies are brought to the Controller’s immediate attention
• Participate in hotel committees
• Perform any other function related duties and projects as assigned
• Complete all other duties as assigned by the Front Office Manager and Financial Controller that relate to the overall operation of the Hotel overnight
• 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)

Qualifications:

• Minimum two (2) year of previous Front Office Supervisory experience in luxury hotel environment.
• Experience as Night Auditor or Senior Night Auditor is strongly preferred.
• Must be proficient in Opera or Opera cloud.
• Must be proficient in Microsoft Office Excel, Word, PowerPoint, and Outlook.
• Fluent in English language (verbal & written)
• Excellent supervisory, written/verbal communication and interpersonal skills
• Superior leadership and coaching skills with a proven track record of developing and motivating career-minded professionals.
• Strong guest service orientation and training skills background required.
• Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, Human Resources.
• Highly organized, and results-oriented with the ability to be flexible and work well under pressure.
• A degree or Diploma in Hospitality Management is an asset

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

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