Welcome Ambassador Supervisor

About the role

Fairmont Southampton, Bermuda's largest resort, is looking for a Welcome Ambassador Supervisor who reports to the Guest Service Manager and leads the day-to-day operations of the Welcome Ambassador team. The role shapes first impressions, ensures exceptional guest service and coordinates guest arrivals, departures, lobby flow and front drive operations.

Key responsibilities

• Serve as an ambassador for the resort, sharing its history and character with guests, and help with luggage handling, wayfinding, transport arrangements and resort information
• Support check-in during peak periods and resolve guest concerns promptly
• Use hotel communication tools such as radios, messaging platforms and OPERA
• Lead, train and coach the Welcome Ambassador team, run daily briefings and prepare for VIP arrivals and groups
• Oversee front drive and lobby flow, coordinate with the Welcome Ambassador and Guest Service teams, and ensure SOPs, LSOPs and safety standards are followed
• Ensure adequate staffing, scheduling and resources, and collaborate with Guest Services, Housekeeping and Security
• Help with scheduling, performance reviews, coaching plans and reporting, and keep logs and incident reports accurate
• Enforce grooming, uniform and brand presentation standards, and carry out other assigned tasks

Required profile

• 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 is advantageous
• Ability to stand or walk for long periods, lift up to 50 lbs (23 kg), work outdoors in varying weather, and work mornings, evenings, weekends and holidays

Required skills

• Leadership, training and team motivation
• Communication, problem solving and conflict resolution
• Multitasking under pressure and attention to detail
• Additional languages are an asset

What we offer

• Complimentary upgrades, extended stays and discounted stays across Fairmont and Raffles properties, plus dining and wellness discounts
• Growth opportunities, mentorship and international mobility
• Health insurance, retirement savings plans and wellness programs
• Worldwide travel discounts and preferred rates