Guest Experience Coordinator

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, luxurious 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, and 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 EnjoyConnecting guests to the extraordinary place we call home. Discovering 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 community. Taking 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 Assistant Spa 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 interactionsProvide an exceptional guest service by greeting all incoming guests, answer phone calls and respond to online email booking requests in a timely, professional and engaging mannerSchedule spa therapies and class appointments and monitor class wait lists, optimizing spa booking availabilityConduct tours of the spa with all new guests Demonstrate awareness of market membership, spa therapies, mind body classes and wellbeing boutique products and special guest programsGenerate sales by recommending and/or up-selling products and servicesLog all guest requests and confirm completionResolve guest concerns in a prompt and efficient manner, follow correct documentation procedures and ensure managers and relevant departments are notified in a timely mannerConfirm credit and payment method at check in and ensure full payment received at checkoutPrepare daily reports and distribute to appropriate departmentsSecure cash bank, maintaining accurate cash accounting information/records and ensure desk staff have accurately completed their bank balancing and other paperwork at shift closureBalance bank dailyFollow and ensure compliance with all corporate, hotel, departmental and safety policies and proceduresParticipate in hotel committeesParticipate in special projects, events and promotions as requiredStrict 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 requiredQualificationsAt least 1 year’s experience in a Spa, Fitness Club, Sales or Guest Services role in a luxury hotel environment is preferredA Hospitality related degree is strongly preferredProven ability to focus attention on guests needs, remaining calm and courteous at all timesDemonstrated strong interpersonal and communication skillsProven effective problem solving skillsExcellent organizational skills with ability to prioritize and multi-taskProven ability to work in a demanding fast paced environmentProven ability to work cohesively as part of a team in a multicultural, diverse environmentMust have the ability to understand financial information and perform basic arithmetic functionsStrong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, public holidays and weekends is requiredAdditional InformationPhysical Aspects of Position (includes but are not limited to):

Frequent standing and walking throughout shiftVisual Effort: MediumEnvironmental Stress: Busy Atmosphere