Guest Service Manager

About the role

We are seeking a Guest Service Manager to lead the Guest Services & Welcome Ambassador team at Fairmont Southampton, Bermuda’s largest resort. Reporting to the Director of Front Office, you will shape the guest journey from pre‑arrival through departure, ensuring every interaction reflects the Fairmont luxury brand.

Key responsibilities

• Oversee daily operations of check‑in/check‑out, reservations, concierge services and guest communications.
• Lead the Welcome Ambassador function, coordinating front‑drive, lobby, arrival and departure experiences.
• Maintain service standards and resolve in‑house guest issues promptly.
• Collaborate with Rooms Division and cross‑functional teams to improve efficiency and elevate the service culture.
• Provide strategic direction and hands‑on leadership to the Guest Services team.

Required profile

• Proven experience in managing guest services or front‑office operations within a luxury hotel environment.
• Strong leadership and team‑development abilities.
• Excellent communication skills and a customer‑focused mindset.
• Ability to work collaboratively with multiple departments.

Required skills

• Knowledge of hotel reservation and property management systems.
• Experience in concierge and guest experience management.

What we offer

• Comprehensive benefits package.
• Opportunities for growth within a global luxury brand.
• Inclusive and diverse workplace culture.