Overnight 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, 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 Night Manager, responsibilities and essential job functions include but are not limited to the following:

• Oversee overnight operations aspects of Front Desk and Guest Services and be acting Manager on duty (if necessary) on the floor, to ensure department policies, procedures, and service standards are adhered to
• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Excellent knowledge of Fairmont standards in an effort to ensure the Guest Services team exceeds expectations
• Communicate through pre-shift briefings, emails, and departmental meetings all pertinent information for the respective shift and areas of operation. Review daily arrivals and identify special requirements with the Bell/Doorperson, and Housekeeping.
• Develop and maintain strong guest and owner relationships to ensure guest loyalty and adhere to program controls and compliance with Accor Live Limitless program.
• Identify and document all requests, expectations and biographical information for owner and guest profiles to facilitate creating personalized experiences and tracking in ACDC platform.
• Adhere to all PCI Compliance measures for Front Office operations.
• Follow up on daily emails and update the Manager on Duty.
• Responsible for monitoring KIPSU, Royal Service, and Trust You platforms. Handle responding to guest and owner feedback surveys and reviews as needed.
• Responsible for emergency protocol and procedures as needed
• Ensure the current day’s revenue balances are reconciled, the payments to the guest ledger are processed, and the accounts receivables are balanced
• Prepare daily management reports as required
• Complete the update process on the front office system per established system guidelines
• Balance and verify the summary of daily transactions in the hotel and ensure that the hotel’s computer systems are readied for the next day’s business
• Prepare individual paperwork (reconcile postings etc) for closing of shift
• Reconcile cash and credit card transactions daily, which includes cash handling and responsibility for holding and balancing a float
• Prepare daily reports and distribute to appropriate department
• Balance bank daily
• Verify that all departments have posted all their revenues
• Reconcile the food and beverage point of sale system, for each outlet, to the PMS system; record and adjust entries
• Scheduling and implementing training plans.
• Handling and resolving guest complaints, including follow up in a timely manner.
• Liaising with all Departments to ensure Fairmont standards are upheld.
• Effectively communicating and implementing new policies/procedures for all departments.
• Actively seeking feedback from employees & guests, taking action to improve guest satisfaction scores.
• 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:

• Minimum of three (3) years of progressive Front Office experience and (1) year of supervisory experience in a luxury hotel environment preferred
• Previous Night Audit experience would be an asset
• Available to work overnights, including weekends, and holidays
• Post-secondary education in Hotel Management or equivalent an asset.
• A sound knowledge of Opera Property Management Systems and preferred Opera Cloud experience
• Must be a strong team player with proven leadership, development, delegating and planning skills.
• Should be highly organized, results oriented with the ability to be work well under pressure.
• Must be creative, possess proven initiative with the desire to learn and develop.
• Computer literate in Microsoft Window applications and relevant computer applications required

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

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling and lifting
• Environmental stress
• Frequent ascending or descending ladders, stairs and ramps