Assistant Director of Rooms

Fairmont; Hamilton; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Hamilton Princess & Beach Club, Bermuda's premier luxury urban resort, seeks an experienced leader to oversee the Rooms Division including Front Desk, Concierge, Royal Service, Fairmont Gold and Housekeeping. You will drive exceptional guest experiences and uphold luxury standards across departments.

The role requires a proven track record in senior leadership within a high-volume luxury property, excellent communication, and the ability to manage complex operations in a fast-paced environment.

Qualifications

• Hotel Management/ Hospitality & Tourism degree or equivalent diploma is an asset.
• Minimum of 4 years as an experience senior leader within Rooms Division, in a large, high volume luxury hotel or resort.
• Direct experience in front office operations.
• Experience within a luxury, unionized work environment.
• University Degree preferred (hospitality management).
• Able to work well under pressure and manage multiple projects.
• Proven track record of executing complex procedures and plans.
• Excellent communication skills with second language proficiency, a plus.

Responsibilities

• Oversee Front Desk, Concierge, Royal Service, Fairmont Gold and Housekeeping to ensure seamless operations.
• Provide guests with flawless, proactive and sincere service while leading a empowered team.
• Maintain brand standards, safety protocols and inter-departmental communication for guest satisfaction.
• Recruit, train and manage departmental staff and budgets within revenue/expense controls.
• Participate in monthly and divisional meetings to drive Service Excellence and SCORE/KIPSU initiatives.

Skills

Leadership

Communication

Front office operations

Education

Bachelor’s in Hospitality Management

Job description

Company Description

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.

Company Description

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

Job Description

Summary of Responsibilities

Reporting to the Director of Rooms, 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
• Treat each and every Guest as a unique individual
• Anticipate Guests’ needs with thoughtful and personal touches
• Responsible for the smooth and efficient operation of the Front Desk, Concierge, Royal Service, Fairmont Gold and Housekeeping departments
• Provide guests with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating memorable experiences
• Standards Forbes - ensures full compliance with Accor Luxe and LQA brand standards
• Customer service champion - leads departments to provide consistently outstanding service as measured by VOG, analyzing trends, eliminating issues and researching root causes to avoid re-occurrence of the same issues
• Adheres to the code of business conduct
• Ensures strong inter-departmental communication and cooperation in the interest of better guest and colleague satisfaction
• Ensures the recruitment of top talent into the department and division through effective networking recruiting, and interviewing
• Oversees the effective training and performance management of all colleagues
• Attend and participate in regularly scheduled departmental/divisional meetings as well as ensuring regular monthly communication meetings are held in all departments noted above
• Participate in the Service Excellence Committee and effectively promote and utilize SCORE and KIPSU platforms to exceed guest expectations
• Manage departmental budgets relating to both revenue and expenses and responsible for Birch Street approvals
• Promotes the safety and wellbeing of our guests and co-workers by having a thorough knowledge of the Hotel’s crisis and emergency procedures
• Maintains a safe and hazard free work environment
• 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

• Hotel Management/ Hospitality & Tourism degree or equivalent diploma is an asset
• Minimum of 4 years as an experience senior leader within Rooms Division, in a large, high volume luxury hotel or resort.
• Direct experience in front office operations
• Experience within a luxury, unionized work environment.
• University Degree preferred (preferably in Hospitality Management)
• Able to work well under pressure and to manage multiple projects.
• Proven track record of being able to execute complex procedures and plans
• Excellent communication skills with second language proficiency, a plus.

Additional Information

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

• Walking, standing, bending, pushing and pulling anywhere from 2 – 6 hours a day
• Does not lift weights exceeding 25 lbs
• May requires constant repetitive motion