Welcome Ambassador Supervisor

Fairmont Hotels And Resorts; Southampton; On-site; GBP 44,000 - 63,000; Full time

Benefits offered by this job

Health insurance

Worldwide travel discounts

Staff discounts on stays

Job summary

Fairmont Southampton seeks a Welcome Ambassador Supervisor to lead the Welcome Ambassador team and oversee day-to-day operations of guest arrivals, departures, lobby flow, and front drive. You will embody the property’s stories, ensuring first impressions reflect the resort’s charm and history.

Reporting to the Guest Service Manager, you will develop staff, manage peak period check-ins, and collaborate with housekeeping, security and other departments to ensure seamless guest journeys.

Qualifications

• High school diploma required; post-secondary hospitality training is an asset.
• Minimum 2 years of guest-facing or hospitality customer service experience.
• 1 year of leadership/supervisory experience in a luxury/high-volume environment is advantageous.
• Strong interpersonal skills, leadership, communication, problem solving, conflict resolution; able to multitask under pressure; well organized; professional appearance; able to stand for long periods; able to lift up to 50 lbs.

Responsibilities

• Lead, train, coach, and develop the Welcome Ambassador team to uphold brand standards and deliver polished, anticipatory service.
• Oversee front drive and lobby flow, coordinating with Welcome Ambassador and Guest Service teams.
• Assist with check-in during peak periods to ensure smooth lobby operations.
• Assist guests with luggage handling, wayfinding, transportation, and information.
• Maintain logs, incident reports, and guest service documentation.
• Ensure grooming, uniform and brand presentation standards are followed.
• Carry out scheduling, performance reviews, coaching plans, and departmental reporting.
• Carry out additional tasks to support department operations.

Skills

Leadership

Guest service

Communication

Problem solving

Multitasking

Team development

Customer etiquette

Flexibility

Education

High school diploma

Hospitality training

Tools

OPERA

Radio systems

Job description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Welcome Ambassador Supervisor. The Welcome Ambassador Supervisor reports to the Guest Service Manager and is responsible for leading the day‑to‑day operations of the Welcome Ambassador team. This role is pivotal in shaping first impressions, ensuring exceptional guest service, and delivering memorable arrival experiences that reflect the charm and history of Fairmont Southampton. The Welcome Ambassador Supervisor inspires the team, brings the resort's stories to life, and ensures seamless coordination of guest arrivals, departures, lobby flow, and front drive operations., Guest Experience & Service Excellence

• Serve as a vibrant ambassador for Fairmont Southampton, sharing the history and character of this iconic property through engaging guest interactions.
• Support guests with luggage handling, wayfinding, transportation arrangements, and resort/destination information.
• Assist with check-in support during peak periods to ensure smooth lobby operations.
• Anticipate guest needs and resolve concerns promptly, ensuring each experience is memorable and effortless.
• Comfortable using hotel communication tools and systems to support operational efficiency (e.g., radios, messaging platforms, OPERA).
• Actively engage guests with knowledge of property amenities, and upcoming resort experiences.

Team Leadership & Operations

• Lead, train, coach, and develop the Welcome Ambassador team to uphold brand standards and deliver polished, anticipatory service.
• Conduct daily briefings and ensure the team is prepared for VIP arrivals, groups, and operational demands.
• Oversee front drive and lobby flow, ensuring safety, service efficiency, and coordination with Welcome Ambassador and Guest Service teams.
• Ensure all Welcome Ambassador procedures, SOPs, LSOPs, and safety standards are consistently followed and updated.
• Maintain operational readiness by ensuring adequate staffing, scheduling, and resource allocation.

Cross-Functional Collaboration

• Work collaboratively with Guest Services, Housekeeping, Security, and other departments to ensure seamless guest journeys.
• Support property events, group movements, and special arrivals by coordinating logistics and team positioning.

Administrative & Compliance Responsibilities

• Assist with scheduling, performance reviews, coaching plans, and departmental reporting.
• Maintain accuracy in logs, incident reports, and guest service documentation.
• Ensure the team adheres to grooming, uniform, and brand presentation standards.

Additional Responsibilities

Carry out any additional tasks or responsibilities as assigned to support the smooth, efficient operation of the department.

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 required; post-secondary hospitality training is an asset., Minimum 2 years of guest-facing or hospitality customer service experience.

At least 1 year of leadership or supervisory experience in a luxury or high-volume environment advantageous Competencies, Knowledge & Skills Warm, engaging interpersonal skills with a passion for creating memorable guest moments. Strong leadership abilities, with proven skill in training, motivating, and developing teams. Excellent communication, problem solving, and conflict resolution skills. Ability to multitask and perform effectively under pressure in a fast-paced environment. Strong organizational skills with attention to detail and guest flow management. Professional appearance and demeanor aligned with luxury brand standards. Additional languages are considered an asset., Ability to stand or walk for extended periods. Ability to lift, push, and pull luggage and equipment up to 50 lbs / 23 kg. Comfortable working outdoors in varying weather conditions. Flexibility to work mornings, evenings, weekends, and holidays based on operational needs.

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.

As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you'll enjoy:

Benefits

• 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

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.