Gold Guest Experience 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

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.