Front Office 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, 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 DescriptionReporting to the Director of Rooms, responsibilities and essential job functions include, but are not limited to, the following:Motivate, lead, coach and manage all aspects of team members’ performance towards achieving exceptional guest service and employee satisfaction resultsConsistently offer professional, engaging and proactive guest service while supporting fellow ColleaguesEnsure all areas of Front Office Operations (Front Desk, Uniforms/Belldesk, and Royal Service) are in full compliance with FRHI operating standards & Guest Service EssentialsMaximize revenue potential and profitability in all areas of reportDevelop and implement action plans to ensure that Front Office departments to consistently perform well to exceed various guest (JDP, LQA) and colleague (CES) experience evaluation targetsResolve guest concerns in a prompt and efficient manner, follow correct documentation procedures and ensure managers and relevant departments are notified in a timely mannerAssist in annual budget preparation, monthly forecasting and managing operational cost for all Front Office departmentsSchedule and manage staff to support both our service level commitments and labour cost goalsEnsure daily shift briefings are conducted, ensuring that our colleagues are well informed and prepared to deliver outstanding service Promote the safety and wellbeing of our guests and colleagues by having a working knowledge of crisis and emergency proceduresActively represent all areas of report on the hotels Division Head leadership TeamDemonstrate Fairmont core values in all interactionsFollow and ensure compliance with all corporate, hotel and departmental policies and proceduresParticipate in hotel committeesPerform any other function related duties and projects as assigned Strict 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)QualificationsAn undergraduate degree in Hospitality Management is strongly preferredAt least five years of progressive experience within a luxury hotel environment is requiredInternational experience within a luxury hotel brand is requiredExperience in unionized work environment with a minimum of two years’ experience in a Rooms Division Department Head or Senior Leadership capacity is requiredProven track record of delivering top quartile guest satisfaction, financial results, colleague engagement and brand adherenceProven strong supervisory/leadership skills and the ability to consistently meet high levels of service excellenceDynamic, enthusiastic, flexible and creative leader who thrives under pressure and can perform multiple functions in a fast-paced, changing environmentProven strong supervisory/leadership skills and the ability to meet high levels of service excellenceThe ability to demonstrate an understanding of mechanical concepts and systems used in industrial laundry facilities is requiredProven ability to focus attention on guest needs, remaining calm and courteous at all times in a demanding and fast paced environmentProven ability to work cohesively as part of a team in a multi-cultural, diverse environmentProven strong organizational and analytical skillsExemplary written, verbal and problem solving communication skillsKnowledge of MS Office programmes is required; knowledge of Opera, Property Manager, at an advanced level is preferredAdditional InformationPhysical Aspects of Position (include but are not limited to): Sitting / standing 4-6 hrs. a dayLight Activity