Concierge
The knowledge of a great Concierge is the expectation of our Guests when staying at Fairmont Hotels & Resorts. Your ability to anticipate Guests’ needs and make informed suggestions will ensure they have a truly memorable stay.
 

Summary of Responsibilities:
Reporting to the Chef Concierge, responsibilities and essential job functions include but are not limited to the following: 

• Consistently offer professional, friendly and engaging service
• Assist guests with mail, messages, and any plans or arrangements the guest intends to make during their stay
• Assist guests regarding hotel facilities in an informative and helpful way
• Use a clear and articulate speaking voice with proper verbal etiquette
• Exercise judgment while handling guest inquiries, and respond promptly with accurate and thorough information according to the individual needs of guests
• Appropriately arrange and confirm recreational, dining, and/or business activities for both inside and outside the property
• Promptly answer phones using a positive and articulate speaking voice with proper verbal etiquette
• Keep detailed and accurate records of all guest interactions and requests through daily computer and/or paperwork and log sheets
• Handle guest mail and small packages, leaving messages when necessary
• Constant upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low, and keeping desk organized and clean
• Update all information at desk to keep current and up to date, including revising disks and master copies, as well as informing fellow Concierges through the Diary, Flyers and Announcements, and Memo Book
• Resolve guest challenges, conducting thorough research to develop the most effective solution for the guest
• Listen and extend assistance in order to resolve challenges quickly and efficiently, using experienced judgment and discretion
• Perform Business Centre functions according to guest requests after normal business hours, including sending and receiving facsimiles, making photocopies, and performing basic computer functions
• Ability to effectively deal with internal and external guests, some of whom may require high levels of patience, tact, and diplomacy in an effort to diffuse anger and/or collect accurate information to resolve challenges
• Ability to suggest a wide variety of local and statewide attractions for guest entertainment, as well as ability to give accurate and clear directions
• Basic mathematical and calculator skills to prepare simple calculations without error
• Hearing and visual ability to observe and detect signs of emergency situations.
• Strong judgment skills, and the ability to prioritize many requests
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

Qualifications:

• Previous customer related experience an asset
• Must possess a professional presentation
• Les Clefs D'Or membership / keys required
• Must possess outstanding guest services skills and sophisticated verbal & written communication skills
• Ability to listen to, speak, and write English effectively and clearly
• Ability to accurately access and input information using a moderately complex computer system
• Computer literate in Microsoft Window applications an asset
• Strong interpersonal and problem solving abilities
• Highly responsible & 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

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: Must be legally eligible to work in the United States

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  Our commitment to Diversity & Inclusion:
  We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  
  Why work for Accor?
  We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
  By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

   

   

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