Fairmont Gold Manager

Fairmont; Hamilton; Hybrid; GBP 113,000 - 158,000; Full time

Job summary

Hamilton Princess & Beach Club, Bermuda’s premier luxury resort, is seeking a proactive leader to manage the Fairmont Gold guest service team. You will drive guest satisfaction, oversee departmental budgets, and develop staff through targeted training and performance management.

As a key member of the leadership team, you will collaborate with other departments to maximize revenue opportunities while delivering the high standards associated with the Fairmont Gold service culture.

Qualifications

• A Degree or Diploma in Hospitality Management is an asset.
• Proven leadership and employee relation skills.
• Excellent organizational, written/verbal communication and interpersonal skills.
• Operational knowledge of Front Office Systems – Property Manager.

Responsibilities

• Provide professional, engaging and proactive guest service while supporting colleagues.
• Oversee all elements of Guest Service and Guest Satisfaction within the Fairmont Gold Department per Gold standards.
• Forecast occupancy and plan the department accordingly on a daily, weekly and monthly basis.
• Develop and maintain strong guest relationships and manage guest history data.
• Communicate effectively with all departments and lead the Fairmont Gold Team training.
• Manage staff performance evaluations, coaching and development.
• Ensure revenue generation while adhering to budgetary controls and cost management.
• Coordinate training schedules with work plans to maximize participation.
• Support recruitment, hiring, training and motivation of Fairmont Gold colleagues.

Skills

Leadership

Guest service

Communication

Organization

Education

Hospitality management degree or diploma

Tools

Property Manager

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:

• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department whilst ensuring that all Fairmont Gold Standards of Service & Operational Procedures are adhered. Monitor maintenance and development of the physical Fairmont Gold product.
• Track and forecast daily, weekly, and monthly Fairmont Gold Occupancy levels and planning the department accordingly
• Develop and maintain strong guest relationships to ensure Fairmont Gold Loyalty Handling all Fairmont Gold comments and managing the Fairmont Gold Guest History system and ensuring Guest information is updated
• Strong & effective communication with all Departments
• Facilitate the Training & Development of the Fairmont Gold Team
• Establish and communicate on a daily basis with the Fairmont Gold Team with a strong commitment to Colleague satisfaction
• Conduct employee performance evaluations on a timely basis, including corrective action and coaching
• Being accountable for operational costs and expenses – Monthly Profit and Loss Statement/ Adherence to budget
• Facilitate the Training & Development of the Fairmont Gold Team. Participate in the Training & Communication process providing service to Fairmont Gold
• Co-ordinate training schedule with work schedule to ensure all staff are able to maximize from training programs. Ensure all staff is on track with project management
• Conduct performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruiting, hiring, training & motivation of Fairmont Gold colleagues.
• Provide guidance and motivation to the Fairmont Gold Team. Establishing and communicating on a daily basis with the Fairmont Gold Team. A strong commitment to Colleague Satisfaction
• Ensure the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses. Working with the Revenue Manager, Reservations Manager, Sales Manager & Director of Front Office Operations to ensure strategies are in place to maximize Fairmont Gold revenue opportunities. This should include out of order rooms, sell outs, preventative maintenance and special room projects
• Strong & effective communication with all other departments. Attending Department Communication Meetings representing Fairmont Gold. Supervising all contributing colleagues and departments who provide service to Fairmont Gold to ensure Fairmont Gold service standards are provided
• Ensure proper par stock of all equipment, food/Beverage supplies and dry goods are maintained
• Work with the Fairmont Gold Manager to meet JD Power, EOS, Success Share goals
• 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

Qualifications:

• A Degree or Diploma in Hospitality Management is an asset
• A minimum of four years, Hotel Concierge level, Fairmont Gold or Front Office experience with a minimum of two years managerial experience
• Proven leadership and employee relation skills
• Proven commitment to Guest Service and exceeding guest expectations
• Excellent organizational, written/verbal communication and interpersonal skills
• An operational knowledge and proficiency in Front Office Systems – Property Manager

Additional Information

• Sitting - 0-2 hrs/day.
• Walking - 0-2 hrs/day.
• Standing - 6-8 hrs/day.
• Bending/Reaching - 0-2 hrs/day.
• Pushing/Pulling - 0-2 hrs/day.
• Physical Effort - Does not lift weight over 50lbs.
• Visual Effort - 0-2 hrs/day.