Guest Service Agent

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Agent. The Guest Services Agent reports to the Guest Service Manager and plays a pivotal role in delivering seamless, anticipatory, and luxury-level service throughout the guest journey. This role combines front desk operations, concierge support, and genuine care to ensure every guest feels welcomed, valued, and understood.

Guest Experience & Front Desk Operations

Welcome guests with warmth, professionalism, and genuine engagement, ensuring a luxury arrival and departure experience. Complete check-in, check-out, and cashiering procedures efficiently and accurately, following all brand and operational standards. Maintain full knowledge of guest profiles, preferences, and special requests to personalize service and elevate the stay experience. Partner closely with the Welcome Ambassador, and Housekeeping Teams to coordinate room readiness, guest requests, and follow-ups.

Handle guest inquiries, challenges, and service recovery situations with confidence, empathy, and solutions-focused communication.

Provide curated recommendations for dining, recreation, events, transportation, and island attractions based on guest preferences. Assist with reservations for restaurants, tours, excursions, spa appointments, golf, and other resort or local experiences. Arrange transportation services, including taxis, shuttles, private cars, and special transfer requirements. Offer detailed knowledge of Bermuda, including geography, culture, activities, local businesses, and points of interest. Provide maps, directions, and local guidance to enhance guest understanding of the destination.

Support guests with special arrangements such as celebrations, amenities, courier requests, deliveries, or unique personal needs.

Respond promptly to guest calls, messages, and requests, ensuring timely follow-up and clear communication. Coordinate seamlessly with all departments-including F&B, Spa, Engineering, Housekeeping, Recreation, and Security-to deliver a consistent, cohesive experience. Maintain a high level of awareness of resort offerings, operational hours, promotions, events, and LQA expectations. Document guest issues, preferences, and resolutions to support continuous improvement and future personalization.

Ensure the front desk, lobby, and concierge work areas are organized, welcoming, and well maintained. Protect guest privacy and ensure strict adherence to safety, security, and confidentiality procedures. Contribute to a positive team environment through communication, reliability, and support during high-volume periods. Uphold Fairmont brand standards through consistent professionalism, appearance, and service delivery.

Perform other duties and responsibilities as assigned by management to support the overall operations of the hotel and ensure an exceptional guest experience.

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 or equivalent required; hospitality training or coursework is an asset. Minimum 2+ years of experience in a customer-service or front-facing role; luxury hotel experience preferred. Previous front desk, concierge, or call-centre experience is an advantage.

Competencies, Knowledge & Skills Exceptional guest-service, interpersonal, and communication skills. Ability to multitask and remain composed in a fast-paced environment. Strong problem-solving abilities with a guest-focused mindset. Knowledge of Bermuda attractions, culture, restaurants, and transportation-or willingness to learn quickly. Proficient in reading, writing, and speaking English. Tech-savvy with ability to learn PMS, POS, and call-management systems.

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 Flexibility to work varying schedules including days, evenings, weekends, and public holidays. Ability to stand for extended periods and work in a dynamic…