Guest Service Agent

About the role

Hamilton Princess & Beach Club, Bermuda's only luxury urban resort, is hiring a Guest Service Agent. Reporting to the Guest Services Manager, the role covers front desk and guest services duties such as check-in and check-out, guest requests and resolving guest concerns. The position is full-time.

Key responsibilities

• Offer professional, proactive guest service and demonstrate Fairmont core values in all interactions
• Check guests in and out, confirm credit and payment methods at check-in and ensure full payment at checkout
• Log guest requests, confirm completion and resolve concerns promptly, notifying managers and departments in time
• Prepare express checkouts to be mailed daily (day shift)
• Review PMS inventory and house count for availability and rates, and prepare paperwork for shift close
• Reconcile cash and credit card transactions daily, handle the float and balance it, and balance the bank daily
• Prepare and distribute daily reports, relocate overbooked guests and follow corporate, hotel, departmental and safety policies
• Take part in hotel committees and comply with health and safety training and guidelines

Required profile

• At least 2 years' experience in a Front Desk, Concierge or Guest Services role in a luxury hotel
• Undergraduate degree in a hospitality-related discipline strongly preferred
• Ability to stay calm and courteous in a demanding, fast-paced environment and to resolve guest issues effectively
• Ability to work in a multicultural team and to work extended hours, including evenings, public holidays and weekends

Required skills

• Understanding of financial information and data, and ability to perform basic arithmetic
• Excellent interpersonal and communication skills
• Ability to stand and walk frequently throughout a shift in a busy atmosphere