Concierge at Fairmont Hotels & Resort

Job description

The knowledge of a great Concierge is the expectation of our Guests when staying at Fairmont Hotels and Resorts. Reporting to the Head Concierge, the Concierge will ensure timely and seamless service when dealing with guest requests, providing proactive, knowledgeable, engaged service to all Guests.

Summary Of Responsibilities

Reporting to the Director, Guest Services, responsibilities and essential job functions include but are not limited to the following :

• Consistently offer professional, friendly and engaging service in a timely manner
• Assist guests with mail, messages, and any plans or arrangements they require
• Assist with any plans or arrangements the guest intends to make during their stay
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
• Ensure all Standard Operating Policies and Procedures are adhered to
• Be fully knowledgeable of hotel facilities and ensure to keep informed all changes and additions
• Be familiar with all daily events and functions within the hotel and to maintain the appropriate desk folder. Share the information with all Concierge staff of such events
• Maintain a library of all relevant directories and business information
• Advise Guests of points of interest in the surrounding area
• Ensure the efficient and prompt handling and delivery of all messages, facsimiles, mail and parcels within the hotel
• To be familiar with all guest services and information they may require
• To assist guests in confirming airline tickets, making restaurant reservations, arranging tours and making transportation arrangements
• Be familiar with all the courier companies and their charges
• Ensure desk, lobby, hotel entrances and baggage area are kept clean and tidy at all times
• Liaise with Head Concierge and Reception to foresee future VIP arrivals and departures
• Ensure all Concierge equipment is accounted for and is in good working order
• Attend meetings as required
• Aid in the smooth operation of the car service, and to ensure that information is passed to airport representatives for all arriving and departing VIP’s
• Project and maintain the image of the highest standards within the hotel at all times
• Advise the Head Concierge of all Guest comments
• Record all incidents or service failures in Royal Service Manager
• Maximise the sale of our internal outlets
• Maintain amicable and co-operative working relations with all other departments
• Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
• To attend any courses Management may deem beneficial

Qualifications

• Previous customer related experience an asset (1 year previous experience as a Hotel Concierge in a luxury hotel desirable)
• Must possess a professional presentation
• Must possess outstanding guest services skills and sophisticated verbal and written communication skills
• Computer literate in Microsoft Window applications an asset
• Strong interpersonal and problem solving abilities
• Highly responsible and reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Proficient in the English; bilingual is an asset
• Excellent knowledge of surrounding area an asset
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Must be flexible in terms of working hours

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps
• Frequent standing and walking throughout shift

Visa Requirements: All candidates must be eligible to work in South Africa

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!