Royal Service Agent

About the role

Fairmont Southampton, Bermuda's largest resort, is looking for a Royal Service Agent. The role reports to the Guest Service Manager and acts as the resort's communication hub, delivering timely, personalized service to guests before arrival, during their stay and after departure. It works closely with Guest Services and other hotel departments.

Key responsibilities

• Respond promptly to guest calls, emails and messaging platforms, and handle pre-arrival, in-stay and post-stay requests and complaints with follow-up.
• Provide accurate information on facilities, amenities, events and operating hours, and anticipate guest needs.
• Coordinate guest requests with Front Office, Housekeeping, Engineering, F&B, Spa, Recreation and other departments, and document requests and resolutions in hotel systems.
• Share VIP and special-attention guest information with the right teams and support Guest Services during peak periods, including room checks and check-ins/out.
• Advise guests on Bermuda attractions, restaurants, transport and activities, and help with reservations and arrangements.
• Maintain the work area, follow SOPs and safety procedures, and keep guest information confidential.

Required profile

• High school diploma or equivalent; hospitality training is an asset.
• At least 1 year of experience in customer service, guest relations, front office or a similar guest-facing role; guest relations or luxury hotel experience preferred.
• Willingness to work varying schedules including days, evenings, weekends, overnight shifts and public holidays.

Required skills

• Excellent guest service, interpersonal and communication skills, and fluent reading, writing and speaking of English.
• Computer literacy, including Microsoft Office and the ability to learn hotel systems such as a PMS.
• Knowledge of Bermuda attractions, culture, restaurants and activities, or willingness to learn quickly.