Luxury Guest Services Leader

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

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