Guest Service Manager

About the role

Hilton Princess & Beach Club, Bermuda's only luxury urban resort, is hiring a Guest Service Manager reporting to the Front Office Manager. The role leads the guest relations team, supports front office operations and ensures exceptional guest service and employee engagement.

Key responsibilities

• Offer professional, proactive guest service and motivate, coach and manage team performance
• Support the Front Office Manager in front office operations, assist Guest Service Agents and lead the team in their absence
• Hold shift briefings and departmental meetings, run quality assurance inspections and coach staff
• Resolve guest concerns promptly, following documentation procedures and notifying managers and departments
• Reconcile cash and credit card transactions daily, including handling and balancing the float
• Manage after-hours reservations and liaise with group contacts to plan group stays
• Schedule and manage staff to meet service level commitments and labour cost goals
• Ensure compliance with corporate, hotel and departmental policies, take part in hotel committees and follow health and safety guidelines

Required profile

• Undergraduate degree in Hospitality Management strongly preferred
• At least 3 years of supervisory experience in a front desk, guest relations or guest services role in a luxury hotel
• At least 1 year of international experience in a luxury hotel strongly preferred
• Ability to work shifts, including evenings, weekends and public holidays

Required skills

• Knowledge of computerized front office systems; Micros-Fidelio (Opera) and MS Office are an asset
• Supervisory and leadership skills, strong organization and analytical abilities