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.