Guest Service Manager

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Southampton

Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda’s largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality.

Following a multi-million-dollar renovation, our 593-room resort is Bermuda’s largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless.

Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let’s create memories that exceed expectations. #BeLimitless

About the Application Process:

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Manager. The Guest Service Manager reports to the Director, Front Office and is responsible for leading the Guest Services & Welcome Ambassador team, which plays an essential role in shaping the guest journey from pre-arrival through departure. This team handles guest inquiries, reservations, coordination, arrival and departure experiences, concierge needs, and in-house issue resolution.

This role provides both strategic and hands-on leadership to ensure seamless operations, exceptional guest satisfaction, and consistent luxury service delivery. The Guest Service Manager collaborates closely with Rooms Division leadership and cross-functional teams to elevate the resort’s service culture, enhance efficiency, and champion memorable guest experiences.

Key Responsibilities  

Operational Leadership & Service Excellence 

• Oversee daily operations of all Guest Service functions including check-in/check-out, reservations inquiries, concierge services, guest communication, and issue resolution.

• Provide operational oversight of the Welcome Ambassador function, ensuring smooth front-drive, loby, arrival, and departure operations.

• Ensure all guest interactions reflect Fairmont luxury brand standards throughout the entire stay.

• Maintain strong presence in the lobby and public areas, engaging with guests and supporting team members during peak periods.

• Ensure effective coordination between Guest Services and Welcome Ambassadors to deliver seamless arrivals, departures, luggage assistance, transportations, and guest wayfinding

• Implement and monitor SOPs and LSOPs to ensure consistency, accuracy, and service excellence at every guest touchpoint.

• Monitor the fire panel and ensure all alarms or alerts are responded to promptly and in accordance with established safety protocols.

Team Leadership & Development  

https://careers.accor.com/global/en/job/guest-service-manager-in-fairmont-southampton-shp-southampton-bermuda-jid-109525