Fairmont Gold Supervisor

About the role

Hamilton Princess & Beach Club, Bermuda's only luxury urban resort, is hiring a Fairmont Gold Supervisor. Reporting to the Fairmont Gold Manager, the supervisor delivers professional, proactive guest service and exceptional concierge service to Fairmont Gold guests, while maintaining strong guest relationships and ensuring the highest standards across rooms and service.

Key responsibilities

• Offer professional, friendly and proactive guest service and support fellow colleagues
• Provide exceptional concierge services, liaising with relevant departments to ensure an outstanding guest experience
• Develop and maintain strong guest relationships and manage guest profile information for personalized service
• Inspect Fairmont Gold rooms to ensure the highest standards are met
• Communicate guest feedback to the right departments and document it correctly
• Resolve guest concerns promptly, notify managers and relevant departments in a timely way and hold them accountable for efficiency and guest satisfaction
• Follow all Health & Safety training, guidelines and work practices set by Accor, local government and international bodies such as the WHO and CDC
• Carry out other duties and tasks within the department as required

Required profile

• Experience in a Concierge / Guest Services / Front Desk environment or another customer-focused role; international luxury hotel experience strongly preferred
• At least 1 year of supervisory experience; Fairmont Gold or Executive Club experience strongly preferred
• Degree in Hospitality Management strongly preferred
• Ability to stay calm and courteous while focusing on guest needs, and to work in a busy, fast-paced, multi-cultural environment
• Willingness to work shifts, extended hours, evenings, weekends and public holidays

Required skills

• Knowledge of the MS Office Suite is required
• Experience with hotel or front office systems is preferred