Welcome Ambassador Supervisor

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Welcome Ambassador Supervisor. The Welcome Ambassador Supervisor reports to the Guest Service Manager and is responsible for leading the day‑to‑day operations of the Welcome Ambassador team. This role is pivotal in shaping first impressions, ensuring exceptional guest service, and delivering memorable arrival experiences that reflect the charm and history of Fairmont Southampton.

The Welcome Ambassador Supervisor inspires the team, brings the resort's stories to life, and ensures seamless coordination of guest arrivals, departures, lobby flow, and front drive operations., Guest Experience & Service Excellence

• Serve as a vibrant ambassador for Fairmont Southampton, sharing the history and character of this iconic property through engaging guest interactions.
• Support guests with luggage handling, way finding, transportation arrangements, and resort/destination information.
• Assist with check-in support during peak periods to ensure smooth lobby operations.
• Anticipate guest needs and resolve concerns promptly, ensuring each experience is memorable and effortless.
• Comfortable using hotel communication tools and systems to support operational efficiency (e.g., radios, messaging platforms, OPERA).
• Actively engage guests with knowledge of property amenities, and upcoming resort experiences.

• Lead, train, coach, and develop the Welcome Ambassador team to uphold brand standards and deliver polished, anticipatory service.
• Conduct daily briefings and ensure the team is prepared for VIP arrivals, groups, and operational demands.
• Oversee front drive and lobby flow, ensuring safety, service efficiency, and coordination with Welcome Ambassador and Guest Service teams.
• Ensure all Welcome Ambassador procedures, SOPs, LSOPs, and safety standards are consistently followed and updated.
• Maintain operational readiness by ensuring adequate staffing, scheduling, and resource allocation.

• Work collaboratively with Guest Services, Housekeeping, Security, and other departments to ensure seamless guest journeys.
• Support property events, group movements, and special arrivals by coordinating logistics and team positioning.

• Assist with scheduling, performance reviews, coaching plans, and departmental reporting.
• Maintain accuracy in logs, incident reports, and guest service documentation.
• Ensure the team adheres to grooming, uniform, and brand presentation standards.

Carry out any additional tasks or responsibilities as assigned to support the smooth, efficient operation of the department.

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:
High school diploma required; post-secondary hospitality training is an asset., Minimum 2 years of guest-facing or hospitality customer service experience.

At least 1 year of leadership or supervisory experience in a luxury or high-volume environment advantageous Competencies, Knowledge & Skills Warm, engaging interpersonal skills with a passion for creating memorable guest moments. Strong leadership abilities, with proven skill in training, motivating, and developing teams. Excellent communication, problem solving, and conflict resolution skills. Ability to multitask and perform effectively under pressure in a fast-paced environment.

Strong organizational skills with attention to detail and guest flow management.…