Job at a glance
We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Manager. The Guest Service Manager reports to the Director, Front Office and is responsible for leading the Guest Services & Welcome Ambassador team, which plays an essential role in shaping the guest journey from pre-arrival through departure. This team handles guest inquiries, reservations, coordination, arrival and departure experiences, concierge needs, and in-house issue resolution.
This role provides both strategic and hands-on leadership to ensure seamless operations, exceptional guest satisfaction, and consistent luxury service delivery. The Guest Service Manager collaborates closely with Rooms Division leadership and cross-functional teams to elevate the resort's service culture, enhance efficiency, and champion memorable guest experiences., Operational Leadership & Service Excellence Oversee daily operations of all Guest Service functions including check-in/check-out, reservations inquiries, concierge services, guest communication, and issue resolution.
Provide operational oversight of the Welcome Ambassador function, ensuring smooth front-drive, loby, arrival, and departure operations. Ensure all guest interactions reflect Fairmont luxury brand standards throughout the entire stay. Maintain strong presence in the lobby and public areas, engaging with guests and supporting team members during peak periods. Ensure effective coordination between Guest Services and Welcome Ambassadors to deliver seamless arrivals, departures, luggage assistance, transportations, and guest wayfinding Implement and monitor SOPs and LSOPs to ensure consistency, accuracy, and service excellence at every guest touchpoint.
Monitor the fire panel and ensure all alarms or alerts are responded to promptly and in accordance with established safety protocols. Team Leadership & Development Lead, mentor, and inspire the Guest Services team and Welcome Ambassador teams, fostering a culture of professionalism, empowerment, and genuine hospitality. Oversee training, coaching, goal-setting, and continuous professional development to elevate individual and team performance.
Ensure the team is appropriately staffed, scheduled, and equipped to meet guest volumes and operational demands. Coach colleagues to deliver personalized, anticipatory service that creates meaningful and memorable guest experiences. Ensure Welcome Ambassadors maintain high standards of guest engagement, luggage handling, front-drive operations, wayfinding, and arrival and departure service. Assist People & Culture and department leadership with recruitment and succession planning for the Guest Services team.
Guest Experience & Brand Standards Champion guest-focused initiatives to enhance overall satisfaction, loyalty recognition, and engagement across the arrival, stay, and departure experience. Review guest feedback to identify trends and develop action plans for continuous improvement. Resolve complex or elevated guest concerns with professionalism, urgency, and empathy. Lead proactive VIP and special-attention guest management, ensuring tailored experiences and seamless coordination with Guest Services and Welcome Ambassadors.
Cross-Department Collaboration Work closely with Guest Services leadership to ensure all guest bookings are accurately set up, communicated, and executed. Partner with Housekeeping, Maintenance, Food & Beverage, and Leisure & Recreation to resolve guest issues quickly and elevate overall guest satisfaction. Oversee effective coordination between Guest Services and Welcome Ambassadors during peak arrivals and departure periods, VIP movements, group arrivals, and special events.
Collaborate with Food & Beverage and Leisure & Recreation to promote resort amenities, experiences, and special events throughout the guest journey. Represent the Guest Services department at meetings, committees, and service improvement workshops. Operational Efficiency & Continuous