Job Description

Key Responsibilities

Guest Arrival & Departure Excellence: Oversee all guest arrival, departure, and in-house movement experiences, ensuring warmth, efficiency, and elegance. Ensure guests are greeted promptly and courteously, with proper recognition of VIPs, repeat guests, and special occasions. Coordinate luggage handling, storage, and delivery with the highest standards of care, accuracy, and discretion. Personally assist guests when required to ensure exceptional service and satisfaction.

Team Leadership & Supervision: Lead, coach, and supervise Bell Attendants, Doormen, and related staff to uphold Fairmont service culture and etiquette standards. Conduct daily briefings to communicate arrivals, departures, VIP movements, and service priorities. Ensure appropriate staffing levels and duty allocations are maintained at all times. Provide on-the-job training, performance feedback, and support to develop team excellence.

Operational Control & Coordination: Coordinate closely with Front Desk, Concierge, Guest Relations, Valet, and Security teams to ensure seamless operations. Monitor and control luggage storage areas, logbooks, and tracking systems to prevent loss or damage. Ensure accurate handling of messages, deliveries, parcels, and guest requests related to Bell Services. Maintain cleanliness, organization, and presentation of the porte-cochere, lobby entrances, and bell desk areas.

VIP, Events & Special Handling: Oversee special arrangements for VIPs, groups, long-stay guests, and special events. Ensure timely and accurate handling of group luggage movements and rooming lists. Support service recovery efforts by addressing guest concerns promptly and professionally.

Standards, Safety & Compliance: Uphold Fairmont grooming, etiquette, and communication standards at all times. Ensure compliance with safety, security, and luggage handling procedures. Maintain strict confidentiality regarding guest movements and information. Ensure equipment (trolleys, radios, luggage carts) is well-maintained and used correctly.

Desired Candidate Profile

Qualifications & Experience:

Minimum 3 5 years of experience in Bell Services or Front Office within a luxury or five-star hotel environment. Previous supervisory or leadership experience is required. Diploma or degree in Hospitality Management is an advantage.

Skills & Competencies:

Strong leadership and team management skills. Exceptional guest service and interpersonal abilities. High level of organization and attention to detail. Ability to multitask and remain composed during peak operations. Effective communication and coordination skills. Fluency in English required; additional languages are highly desirable.

Personal Attributes:

Polished, confident, and professional presence. Proactive, gracious, and service-oriented mindset. Physically fit to support operational duties when required. Flexible to work shifts, including weekends and holidays. Trustworthy, discreet, and dependable.