Guest Service Supervisor

About the role

Fairmont Southampton, Bermuda's largest resort, is looking for a Guest Service Supervisor who reports to the Guest Service Manager. The role oversees the day-to-day operations of the Guest Services team, delivers anticipatory, luxury-level service throughout the guest journey, and supports the manager in staff development and operational efficiency.

Key responsibilities

• Oversee daily operations of the Guest Services department, including check-in/check-out, concierge services, guest inquiries and issue resolution, and maintain a strong presence in the lobby and public areas during peak periods.
• Monitor workflows, SOPs and LSOPs, assist with reservations, room allocations and pre-arrival preparations, and support emergency, safety and security protocols.
• Supervise, mentor and coach Guest Services Agents, help schedule and staff shifts, lead training sessions and act as the first point of escalation for guest or operational issues.
• Handle guest concerns and service recovery professionally, monitor guest feedback trends and lead VIP and special-attention guest management.
• Work with Housekeeping, Maintenance, Food & Beverage and Leisure & Recreation, and take part in operational meetings and service improvement workshops.
• Track departmental metrics such as guest satisfaction scores, identify process improvements and support the introduction of digital tools and systems.

Required profile

• Diploma or degree in Hospitality Management, Business Administration or a related field preferred.
• Minimum 2 years in Guest Services, Front Office or similar supervisory roles in luxury hospitality.
• Proven success in coaching and mentoring frontline staff and handling complex guest interactions and service recovery.
• Flexibility to work varying schedules, including evenings, weekends and holidays.
• Physical ability to stand and walk for long periods, occasionally lift or carry up to 25-30 lbs, and respond quickly in emergencies.

Required skills

• Leadership, communication, conflict resolution and problem-solving skills.
• Understanding of luxury service standards and guest engagement strategies.
• Proficiency in Microsoft Office and Opera PMS preferred.

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 within Accor.
• Health insurance, retirement savings plans and wellness programs.
• Worldwide travel discounts and preferred rates across the Accor portfolio.