Guest Service Agent

Fairmont Hotels And Resorts; Southampton; On-site; GBP 24,000 - 38,000; Full time

Benefits offered by this job

Staff discounts

Free upgrades

Wellness programs

Job summary

Fairmont Southampton is seeking a Guest Service Agent to join our luxury team in Bermuda. The role combines front desk operations, concierge support, and genuine care to ensure every guest feels welcomed, valued, and understood.

As part of the Guest Service team, you will complete check-in/out, coordinate with departments, and tailor experiences with keen knowledge of Bermuda attractions and dining, delivering anticipatory, high-caliber service.

Qualifications

• Minimum 2+ years in a customer-service or front-facing role.
• Luxury hotel experience preferred.
• Front desk, concierge, or call-centre experience is an advantage.

Responsibilities

• Handle check-in and check-out with luxury-level service.
• Provide concierge support for dining, tours, and activities.
• Coordinate with departments to ensure seamless guest experiences.
• Respond to guest inquiries and resolve issues promptly.

Skills

Guest service

Front desk

Concierge support

Communication

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

PMS systems

POS systems

Call management systems

Job description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Agent. The Guest Services Agent reports to the Guest Service Manager and plays a pivotal role in delivering seamless, anticipatory, and luxury-level service throughout the guest journey. This role combines front desk operations, concierge support, and genuine care to ensure every guest feels welcomed, valued, and understood.

Key Responsibilities

Guest Experience & Front Desk Operations

Welcome guests with warmth, professionalism, and genuine engagement, ensuring a luxury arrival and departure experience. Complete check-in, check-out, and cashiering procedures efficiently and accurately, following all brand and operational standards. Maintain full knowledge of guest profiles, preferences, and special requests to personalize service and elevate the stay experience. Partner closely with the Welcome Ambassador, and Housekeeping Teams to coordinate room readiness, guest requests, and follow-ups. Handle guest inquiries, challenges, and service recovery situations with confidence, empathy, and solutions-focused communication.

Concierge Services & Resort Expertise

Provide curated recommendations for dining, recreation, events, transportation, and island attractions based on guest preferences. Assist with reservations for restaurants, tours, excursions, spa appointments, golf, and other resort or local experiences. Arrange transportation services, including taxis, shuttles, private cars, and special transfer requirements. Offer detailed knowledge of Bermuda, including geography, culture, activities, local businesses, and points of interest. Provide maps, directions, and local guidance to enhance guest understanding of the destination. Support guests with special arrangements such as celebrations, amenities, courier requests, deliveries, or unique personal needs.

Guest Communication & Coordination

Respond promptly to guest calls, messages, and requests, ensuring timely follow-up and clear communication. Coordinate seamlessly with all departments-including F&B, Spa, Engineering, Housekeeping, Recreation, and Security-to deliver a consistent, cohesive experience. Maintain a high level of awareness of resort offerings, operational hours, promotions, events, and LQA expectations. Document guest issues, preferences, and resolutions to support continuous improvement and future personalization.

Operational Excellence

Ensure the front desk, lobby, and concierge work areas are organized, welcoming, and well maintained. Protect guest privacy and ensure strict adherence to safety, security, and confidentiality procedures. Contribute to a positive team environment through communication, reliability, and support during high-volume periods. Uphold Fairmont brand standards through consistent professionalism, appearance, and service delivery.

Other Duties & Responsibilities

Perform other duties and responsibilities as assigned by management to support the overall operations of the hotel and ensure an exceptional guest experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: High school diploma or equivalent required; hospitality training or coursework is an asset. Minimum 2+ years of experience in a customer-service or front-facing role; luxury hotel experience preferred. Previous front desk, concierge, or call-centre experience is an advantage.

Competencies, Knowledge & Skills Exceptional guest-service, interpersonal, and communication skills. Ability to multitask and remain composed in a fast-paced environment. Strong problem-solving abilities with a guest-focused mindset. Knowledge of Bermuda attractions, culture, restaurants, and transportation-or willingness to learn quickly. Proficient in reading, writing, and speaking English. Tech-savvy with ability to learn PMS, POS, and call-management systems.

Personal Attributes, Culture & Values Embrace the Fairmont brand promise and luxury in your role and in all your interactions. Foster an inclusive environment where every individual feels valued and respected.

Other Requirements Flexibility to work varying schedules including days, evenings, weekends, and public holidays. Ability to stand for extended periods and work in a dynamic guest-facing environment. Professional appearance and demeanor consistent with luxury service expectations.

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Southampton

Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda's largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality. Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless. Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations.

#BeLimitless, Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property. What's in it for you? As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you'll enjoy:

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Start your journey with us today and explore the possibilities! #BeLimitless

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special. Belonging: We celebrate our differences. We support each other and we always stand together. Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. Integrity: We build trust through mutual respect and being authentic.

Your team and working environment

Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.

Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.

Our commitment to Diversity & Inclusion:

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.