Front Office Supervisor

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 EnjoyConnecting 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 Service Manager, responsibilities and essential job functions include but are not limited to the following:Oversee 24-hour shift operations aspects of Front Desk and Guest Services and be acting Manager on duty (if necessary) on the floor, to ensure department policies, procedures, and service standards are adhered toConsistently offer professional, engaging and proactive guest service while supporting fellow ColleaguesExcellent knowledge of Fairmont standards in an effort to ensure the Guest Services team exceeds expectationsCommunicate through pre-shift briefings, emails, and departmental meetings all pertinent information for the respective shift and areas of operation. Review daily arrivals and identify special requirements with the Bell/Doorperson, and Housekeeping.Develop and maintain strong guest and owner relationships to ensure guest loyalty and adhere to program controls and compliance with Accor Live Limitless program.Identify and document all requests, expectations and biographical information for owner and guest profiles to facilitate creating personalized experiences and tracking in ACDC platform.Responsible for monitoring KIPSU, Royal Service, and Trust You platforms. Handle responding to guest and owner feedback surveys and reviews as needed.Responsible for emergency protocol and procedures as neededAdhere to all PCI Compliance measures for Front Office operations.Follow up on daily emails and update the Manager on Duty.Responsible for the smooth operation of the department in the absence of the Manager on Duty, and represent the department at meetings including pre-convention meetingsResponsible for the appearance of the lobby and the front entrance both inside and outside the building to ensure a warm and welcoming arrival experienceCoordinate staff schedule to ensure maximum productivity in favor of guest service while taking into account business volumesEnsure that rest periods and meal breaks are taken by our colleagues and is done in a timely manner in accordance with the Collective AgreementBe actively involved in training and developing the colleagues of the Front Office Department.Assist in preparing departmental reports Assist the Guest Service Managers in performance appraisals and progressive corrective action interviews and follow up when necessaryResponsible for ordering and tracking of Front office supplies based on supply and demandAdhere to all Health & Safety responsibilities as it pertains to hotel emergencies, fire alarms, accidents and use of logbooksActively seek feedback from colleagues and guests, following-up and taking action to improve LQA, VOG, and CES resultsEffective interpretation and administration of the Collective Bargaining AgreementParticipate 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 requiredQualificationsQualifications: Bachelor degree or Diploma in Hotel Management and a minimum of two (3) years of progressive Front Desk experience and (1) year of supervisory experience in a luxury hotel environmentFront desk/Concierge experience is requiredA sound knowledge of Opera Property Management Systems and preferred Opera Cloud experienceMust possess outstanding guest services skills and sophisticated verbal & written communication skillsMust be computer literate and have experience with Microsoft Window applicationsMust possess a professional presentationStrong interpersonal and problem solving abilitiesHighly responsible & reliableAbility to work well under pressure in a fast paced environmentAbility to work cohesively with fellow colleaguesAbility to focus attention on guest needs, remaining calm and courteous at all timesMust be an energetic, positive, hardworking professionalPassionate about seeing ways to improve service by being creative, innovative and constantly thinking outside the boxMust have a passion for the delivery of outstanding guest serviceThis position involves working shifts, weekends and public holidaysAdditional InformationPhysical Aspects of Position (includes but are not limited to): Sitting: 0-1 Hr./Day; Walking: 6-8 Hr./Day; Standing: 6-8 Hr./DayBending/Reaching: 4-6 Hr./Day; Pushing/Pulling: 4-6 Hr./DayPhysical effort: Does not lift weight over 50lbsVisual Effort: MediumEnvironmental Stress: Busy Atmosphere