Royal Service Agent

Company Description

For 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 enjoy:

• Connecting guests to the extraordinary place we call home.
• Discovering a broad offering of career paths
• Learning and thriving among a group of international hospitality professionals
• Being 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 differences

Then this could be THE perfect opportunity for you, and we cannot wait to welcome you.

#WeAreHamiltonPrincess

Job Description

Reporting to the Assistant Front Office 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 Colleagues
• Demonstrate Fairmont core values in all interactions
• Respond to guest telephone enquiries in an engaging, pleasant and timely manner
• Demonstrate awareness of groups, events and activities happening in the hotel and direct guests to functions within hotel as required
• Ensure remedial duties are assigned to appropriate departments - Housekeeping, Maintenance, Laundry, Concierge, Front Desk and Bell Desk
• Follow-up to determine the status of each guest request in a timely manner
• Accurately process guest messages, wake-up calls and distribute incoming faxes in a timely manner as required
• Monitor the fire panel and the emergency phone line and operate the internal radio system and liaise with the Security and other departments as required
• Participate in hotel committees
• 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)
• Perform any other duties, tasks, and assignments within your department as required

Qualifications

• Excellent communication skills and telephone etiquette is required
• Related work experience in a luxury hotel environment is strongly preferred
• Proven ability to work independently, work well under pressure and to make sound decisions
• Proven strong interpersonal and organizational skills
• Proven ability to work efficiently in a demanding and fast paced environment
• Energetic, enthusiastic, self-motivated and a charismatic team player
• Fluency in a second language is an asset
• Preference will be given to candidates who have experience in roles requiring high levels of guest interaction (i.e. Housekeeping, Front Desk and Food & Beverage departments)
• Strong work ethic, highly responsible, reliable and the ability to work shifts, extended hours including evenings, weekends and public holidays is required

Additional Information

Physical Aspects of Position:

Include, but are not limited to, the following:

• Standing for long periods of time throughout shift
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere