Guest Services Manager

Company DescriptionFor more than a century, Hamilton Princess & Beach Club is Bermuda's only luxury urban resort. Our world-class accommodations, internationally revered modern art collection, celebrated restaurants, spa, and more, are why we appeal to Bermuda’s luxury travelers, as well as our magical team of colleagues.Here at the iconic “Pink Palace” we embrace the spirit of being unique, passionate, pleasant, while keen on turning moments into memories for our guests – the Fairmont way.As a member of our Princess Team, all Heartists are valued and recognized, the same as our guests and local communities. Consider joining us, if you enjoy:Connecting guests to the extraordinary place we call homeDiscovering a broad offering of career pathsLearning and thriving among a group of international hospitality professionalsBeing passionate about people and attentive to the world - we are globetrotters!Going beyond the walls of our hotel to support our communityTaking pride in our differencesThen this could be THE perfect opportunity for you, and we cannot wait to welcome you.#WeAreHamiltonPrincessJob DescriptionSummary of Responsibilities:Reporting to the Guest Services Manager, responsibilities and essential job functions include, but are not limited to, the following:Consistently offer professional, engaging and proactive guest service while supporting fellow ColleaguesDemonstrate Fairmont core values in all interactionsDemonstrate awareness of groups, events and activities happening in the hotel and direct guests to functions within hotel as requiredDemonstrate awareness of and market special guest programsCheck guests in and out of the hotelConfirm credit and payment method at check in and ensure full payment received at checkoutLog all guest requests and confirm completionUsing your engaging and outgoing interpersonal skills, establish positive relationships with guests to increase brand and property loyaltyResolve guest concerns in a prompt and efficient manner, following correct documentation procedures and ensure managers and relevant departments are notified in a timely mannerPrepare express checkouts to be mailed daily (day shift)Review PMS inventory and House count for availability and ratesPrepare individual paperwork (reconcile postings etc) for closing of shiftReconcile cash and credit card transactions dailyPrepare daily reports and distribute to appropriate departmentBalance bank dailyRelocate overbooked guestsFollow and ensure compliance with all corporate, hotel, departmental and safety policies and proceduresParticipate in hotel committeesStrict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC)Perform any other duties, tasks, and assignments within your department as required.QualificationsAn undergraduate degree in a hospitality related discipline is strongly preferredAt least 2 years’ experience in Front Desk/ Concierge/ Guest Services role in a luxury hotel environment is requiredProven ability to focus attention on guests needs, remaining calm and courteous at all times in a demanding and fast paced environmentDemonstrated ability to discern appropriate resolutions to ensure guest satisfaction is requiredProven ability to work in a demanding fast paced environmentProven ability to work cohesively as part of a team in a multicultural, diverse environmentThe ability to understand financial information and data, and to perform basic arithmetic functionsEnergetic with excellent interpersonal and communication skillsStrong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, public holidays and weekends is requiredAdditional InformationPhysical Aspects of Position (include but are not limited to):Sitting: 0-1 Hr/Day; Walking: 6-8 Hr/Day; Standing: 6-8 Hr/Day.Bending/Reaching: 4-6 Hr/Day; Pushing/Pulling: 4-6 Hr/Day.Physical effort: Does not lift weight over 50lbs.Visual Effort: Medium.Environmental Stress: Busy Atmosphere.
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