Front Office 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 Guest Service Manager, responsibilities and essential job functions include but are not limited to the following:

• Oversee 24-hour shift 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.
• 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
• Adhere to all PCI Compliance measures for Front Office operations.
• Follow up on daily emails and update the Manager on Duty.
• Responsible for the smooth operation of the department in the absence of the Manager on Duty, and represent the department at meetings including pre-convention meetings
• Responsible for the appearance of the lobby and the front entrance both inside and outside the building to ensure a warm and welcoming arrival experience
• Coordinate staff schedule to ensure maximum productivity in favor of guest service while taking into account business volumes
• Ensure that rest periods and meal breaks are taken by our colleagues and is done in a timely manner in accordance with the Collective Agreement
• Be actively involved in training and developing the colleagues of the Front Office Department.
• Assist in preparing departmental reports
• https://careers.accor.com/global/en/job/front-office-supervisor-in-hamilton-princess-and-beach-club-a-fairmont-manage-jid-33631