Luxury Guest Services Lead

Fairmont Hotels And Resorts; Southampton; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Growth opportunities

Health insurance

Travel discounts

Inclusive culture

Job summary

Fairmont Hotels & Resorts invites a Guest Service Supervisor to join our luxury guest services team. You will lead daily operations, ensuring seamless check-ins, concierge services, and exceptional guest satisfaction across the journey.

You will mentor and develop the Guest Services Agents, support scheduling, and uphold Fairmont's brand standards with a focus on continuous improvement and staff engagement.

Qualifications

• Diploma or degree in hospitality management or related field preferred.
• Minimum 2+ years in guest services, front office, or similar supervisory roles in luxury hospitality.
• Experience coaching, mentoring and developing front-line staff.
• Experience handling complex guest interactions and service recovery.

Responsibilities

• Oversee daily operations of the Guest Services department, including check-in/out and concierge services.
• Lead, mentor, and coach Guest Services Agents; assist in scheduling and staffing across shifts.
• Champion luxury service standards and handle guest concerns with empathy and professional communication.
• Collaborate with Housekeeping, Maintenance, F&B to ensure seamless guest experiences.
• Monitor metrics and support continuous improvement initiatives in guest services.

Skills

Leadership

Guest service

Staff development

Communication

Problem solving

Education

Diploma or Degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

Fairmont Hotels & Resorts invites a Guest Service Supervisor to join our luxury guest services team. You will lead daily operations, ensuring seamless check-ins, concierge services, and exceptional guest satisfaction across the journey.

You will mentor and develop the Guest Services Agents, support scheduling, and uphold Fairmont's brand standards with a focus on continuous improvement and staff engagement.