Luxury Front Desk Supervisor - Guest Experience Leader

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

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.