Overnight Guest Service Agent

Company Description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Southampton

Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda’s largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality.

Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless.

Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations. #BeLimitless

About the Application Process:

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Overnight Guest Service Agent. The Overnight Guest Service Agent reports to the Guest Service Overnight Manager and is an overnight position responsible for providing exceptional guest service, supporting Front Office operations, and performing night audit procedures to ensure financial accuracy and operational readiness for the next business day. This role is pivotal in delivering a seamless guest experience, maintaining operational excellence, and upholding Fairmont’s luxury brand standards.

Key Responsibilities

Guest Service & Front Desk Operations

• Provide professional, friendly, and attentive service to all guests, addressing requests, questions, and concerns promptly and in alignment with Fairmont luxury standards.

• Greet, check in, and check out guests efficiently, assisting with in-house inquiries and telephone or email communications.

• Assist guests regarding hotel facilities, services, and local information.

• Drive revenue through upselling room brands and promoting hotel amenities.

Night Audit & Operational Responsibilities

• Conduct nightly audit procedures, reconciling Rooms, Food & Beverage, and other hotel accounts.

• Identify and resolve discrepancies in financial records during audit, reporting significant issues to the Guest Services Overnight Manager.

• Prepare and review reports for the next business day, including arrivals, departures, and financial summaries.

• Maintain accurate key financial records and ensure all end-of-day procedures are completed in Opera PMS.

• Monitor and assist with switchboard or communication platforms as needed.

• Handle cash float responsibly for guest transactions, currency exchange, and incidental charges.

Safety, Security & Cross-Department Support

• Support the overnight Leadership team in ensuring the safety and security of all guests and colleagues during overnight shifts.

• Collaborate with Banquets, Culinary, and Operations teams as required to support overnight operations.

Other Responsibilities

• Perform any other duties as assigned to support Front Office operations and guest satisfaction.

• Physical requirements include standing for extended periods, bending, and occasionally lifting items up to 45 pounds.

Qualifications

What will you bring to this role?

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: ·

Education / Qualifications

• High school diploma or equivalent required; post-secondary education in Hospitality or related field preferred.

• Previous experience as a Night Auditor, Front Desk Reception Agent, or similar role is an asset.

• Experience with Opera PMS or similar property management systems is preferred.

Experience & Skills

• Minimum 2+ years of customer service experience in a hospitality environment.

Competencies, Knowledge & Skills

• Ability to work independently and collaboratively as part of a team.

• Excellent communication, interpersonal, analytical, and problem-solving skills.

• Strong organizational and administrative skills with the ability to manage multiple priorities.

• Ability to remain calm, courteous, and attentive to guest needs at all times.

• Flexibility to work overnight shifts, weekends, and statutory holidays.

Personal Attributes, Culture, & Values

• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.

• Foster an inclusive environment where every individual feels valued and respected

Other Requirements

• Ability to stand throughout the shift while performing Front Desk duties.

• Physical capability to lift or move items weighing up to 45 pounds occasionally.

Additional Information

Employee Benefits:

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

What’s in it for you?

As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy:

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Start your journey with us today and explore the possibilities! #BeLimitless

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging: We celebrate our differences. We support each other and we always stand together.

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity: We build trust through mutual respect and being authentic.

Your team and working environment:

Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.

Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.

Our commitment to Diversity & Inclusion:

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.