Front Office Supervisor

Fairmont; Hamilton; Hybrid; GBP 45,000 - 68,000; Full time

Job summary

Hamilton Princess & Beach Club, Bermuda, is seeking a Guest Services Leader to oversee 24-hour Front Desk operations and act as Manager on duty when required. You will drive professional, engaging guest service and ensure adherence to Fairmont standards across the department.

Reporting to the Guest Service Manager, you will train colleagues, coordinate pre-shift briefings, manage owner and guest profiles in the ACDC platform, and respond to guest feedback to continually raise service levels.

Qualifications

• Bachelor degree or Diploma in Hotel Management and a minimum of two (3) years of progressive Front Desk experience and (1) year of supervisory experience in a luxury hotel environment.
• Front desk/Concierge experience is required.
• A sound knowledge of Opera Property Management Systems and preferred Opera Cloud experience.
• Must possess outstanding guest services skills and sophisticated verbal & written communication skills.

Responsibilities

• Oversee 24-hour shift operations of Front Desk and Guest Services and act as Duty Manager as required.
• Deliver professional, engaging and proactive guest service while supporting colleagues.
• Ensure Front Office team meets Fairmont standards and guest expectations.
• Coordinate pre-shift briefings, emails and meetings to share essential information.
• Develop relationships with guests and owners to ensure loyalty and personalized experiences.

Skills

Front Desk experience

Supervisory experience

Guest services skills

Communication skills

Problem solving

Education

Bachelor's degree or Diploma in Hotel Management

Tools

Opera Property Management System

Opera Cloud

Microsoft Windows

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.

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 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
• Assist the Guest Service Managers in performance appraisals and progressive corrective action interviews and follow up when necessary
• Responsible for ordering and tracking of Front office supplies based on supply and demand
• Adhere to all Health & Safety responsibilities as it pertains to hotel emergencies, fire alarms, accidents and use of logbooks
• Actively seek feedback from colleagues and guests, following-up and taking action to improve LQA, VOG, and CES results
• Effective interpretation and administration of the Collective Bargaining Agreement
• Participate in hotel committees
• 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

• Bachelor degree or Diploma in Hotel Management and a minimum of two (3) years of progressive Front Desk experience and (1) year of supervisory experience in a luxury hotel environment
• Front desk/Concierge experience is required
• A sound knowledge of Opera Property Management Systems and preferred Opera Cloud experience
• Must possess outstanding guest services skills and sophisticated verbal & written communication skills
• Must be computer literate and have experience with Microsoft Window applications
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must be an energetic, positive, hardworking professional
• Passionate about seeing ways to improve service by being creative, innovative and constantly thinking outside the box
• Must have a passion for the delivery of outstanding guest service
• This position involves working shifts, weekends and public holidays

Additional Information

Physical Aspects of Position

• Sitting: 0-1 Hr./Day; Walking: 6-8 Hr./Day; Standing: 6-8 Hr./Day
• Bending/Reaching: 4-6 Hr./Day; Pushing/Pulling: 4-6 Hr./Day
• Physical effort: Does not lift weight over 50lbs
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere