Guest Service Manager

Fairmont Hotels And Resorts; Southampton; On-site; GBP 67,000 - 96,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Wellness programs

Worldwide travel discounts

Job summary

Fairmont Southampton in Bermuda seeks a Guest Service Manager to lead the Guest Services & Welcome Ambassador teams, shaping the guest journey from pre-arrival through departure while upholding Fairmont luxury standards. You will oversee front desk operations, concierge services, VIP management, and cross‑department collaboration to deliver seamless experiences.

You will drive service excellence, coach and develop staff, and collaborate with Rooms Division to maintain exceptional guest

Qualifications

• Diploma or Degree in Hospitality Management, Business Administration, or a related field.
• Minimum 2+ years of progressive experience in Guest Services or Front Office leadership roles.
• Luxury hotel or resort experience required.
• Proven success managing teams and delivering high-impact guest experiences.
• Strong leadership presence with the ability to coach, motivate, and develop high-performing teams.

Responsibilities

• Oversee daily operations of all Guest Service functions including check-in/check-out, reservations inquiries, concierge services, guest communication, and issue resolution.
• Provide operational oversight of the Welcome Ambassador function, ensuring smooth front-drive, lobby, arrival, and departure operations.
• Ensure all guest interactions reflect Fairmont luxury brand standards throughout the entire stay.
• Lead, mentor, and inspire the Guest Services team and Welcome Ambassador teams, fostering a culture of professionalism, empowerment, and genuine hospitality.
• Champions guest-focused initiatives to enhance overall satisfaction, loyalty, and engagement across the arrival, stay, and departure experience.
• Work closely with Guest Services leadership to ensure all guest bookings are accurately set up, communicated, and executed.

Skills

Leadership

Guest services

Communication

Problem solving

Training

Education

Diploma or Degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Manager. The Guest Service Manager reports to the Director, Front Office and is responsible for leading the Guest Services & Welcome Ambassador team, which plays an essential role in shaping the guest journey from pre-arrival through departure. This team handles guest inquiries, reservations, coordination, arrival and departure experiences, concierge needs, and in-house issue resolution. This role provides both strategic and hands-on leadership to ensure seamless operations, exceptional guest satisfaction, and consistent luxury service delivery. The Guest Service Manager collaborates closely with Rooms Division leadership and cross-functional teams to elevate the resort's service culture, enhance efficiency, and champion memorable guest experiences.

Operational Leadership & Service Excellence

Oversee daily operations of all Guest Service functions including check-in/check-out, reservations inquiries, concierge services, guest communication, and issue resolution. Provide operational oversight of the Welcome Ambassador function, ensuring smooth front-drive, loby, arrival, and departure operations. Ensure all guest interactions reflect Fairmont luxury brand standards throughout the entire stay. Maintain strong presence in the lobby and public areas, engaging with guests and supporting team members during peak periods. Ensure effective coordination between Guest Services and Welcome Ambassadors to deliver seamless arrivals, departures, luggage assistance, transportations, and guest wayfinding. Implement and monitor SOPs and LSOPs to ensure consistency, accuracy, and service excellence at every guest touchpoint. Monitor the fire panel and ensure all alarms or alerts are responded to promptly and in accordance with established safety protocols.

Team Leadership & Development

Lead, mentor, and inspire the Guest Services team and Welcome Ambassador teams, fostering a culture of professionalism, empowerment, and genuine hospitality. Oversee training, coaching, goal-setting, and continuous professional development to elevate individual and team performance. Ensure the team is appropriately staffed, scheduled, and equipped to meet guest volumes and operational demands. Coach colleagues to deliver personalized, anticipatory service that creates meaningful and memorable guest experiences. Ensure Welcome Ambassadors maintain high standards of guest engagement, luggage handling, front-drive operations, wayfinding, and arrival and departure service. Assist People & Culture and department leadership with recruitment and succession planning for the Guest Services team.

Guest Experience & Brand Standards

Champion guest-focused initiatives to enhance overall satisfaction, loyalty recognition, and engagement across the arrival, stay, and departure experience. Review guest feedback to identify trends and develop action plans for continuous improvement. Resolve complex or elevated guest concerns with professionalism, urgency, and empathy. Lead proactive VIP and special-attention guest management, ensuring tailored experiences and seamless coordination with Guest Services and Welcome Ambassadors.

Cross-Department Collaboration

Work closely with Guest Services leadership to ensure all guest bookings are accurately set up, communicated, and executed. Partner with Housekeeping, Maintenance, Food & Beverage, and Leisure & Recreation to resolve guest issues quickly and elevate overall guest satisfaction. Oversee effective coordination between Guest Services and Welcome Ambassadors during peak arrivals and departure periods, VIP movements, group arrivals, and special events. Collaborate with Food & Beverage and Leisure & Recreation to promote resort amenities, experiences, and special events throughout the guest journey. Represent the Guest Services department at meetings, committees, and service improvement workshops.

Operational Efficiency & Continuous Improvement

Monitor departmental performance metrics, service quality scores, and operational workflows to identify opportunities for efficiency and innovation. Support implementation of new systems, digital tools, and service enhancements that streamline operations and elevate the guest experience. Uphold financial responsibility through effective scheduling, resource allocation, and cost-control measures.

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.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Diploma or Degree in Hospitality Management, Business Administration, or a related field required.
• Minimum 2+ years of progressive experience in Guest Services or Front Office leadership roles.
• Luxury hotel or resort experience required.
• Proven success managing teams and delivering high-impact guest experiences.
• Strong leadership presence with the ability to coach, motivate, and develop high-performing teams.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Deep understanding of luxury service standards, guest engagement strategies, and hospitality best practices.
• Proficiency Microsoft Office and in Opera PMS preferred.
• Exceptional organizational and problem-solving abilities.
• Ability to thrive in a fast-paced, dynamic environment with a focus on guest-first decision making.
• Ability to stand and walk for extended periods, occasionally lift or carry up to 25-30 lbs, and perform tasks that require bending, reaching, or fine motor skills.
• High level of professionalism, integrity, and emotional intelligence.
• Ability to respond quickly in emergency situations and maintain composure under pressure.

Personal Attributes, Cultures, & 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.
• Create an environment where colleagues are empowered, supported and recognized.
• Drive top performance to achieve exceptional results.
• Flexibility to work various shifts including evenings, weekends, and holidays.
• Ability to stand and walk for extended periods, occasionally lift or carry up to 25-30 lbs, and perform tasks that require bending, reaching, or fine motor skills.
• High level of professionalism, integrity, and emotional intelligence.
• Ability to respond quickly in emergency situations and maintain composure under pressure.

Fairmont Hotels & Resorts

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 30000-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.

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