Concierge

Our Concierge at Fairmont Empress ensure our Guests receive unparalleled service prior to their arrival, during their stay, and leave with lasting memories. The knowledge of a great Concierge is the expectation of our guests when staying at Fairmont Hotels & Resorts. Your ability to anticipate the guests' needs and make informed suggestions will ensure they have a truly memorable stay.
 

Hotel Overview:  

Fairmont Empress is the destination in Victoria, located in the heart of the city overlooking Victoria's sparkling Inner Harbour. The 464 room hotel has completed an exciting $60 million dollar strategic renovation. This transformation has married the original classic details with world class modern touches creating a luxury oasis with unique food and beverage venues celebrating the Pacific North West as well as a rejuvenating Willow Stream Spa.  The hotel has partnered with Forbes to continue to elevate our unique West Coast culture and service to provide individual and authentic guest experiences.

RESPONSIBILITIES:

Reporting to the Director, Front Office, 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 they require including onsite and offsite activities
• Assist guests regarding hotel facilities in an informative and helpful way
• Promote and sell the services and concessions within the Hotel as well as services offered by suppliers
• Assist guest with dining reservations and handling group/ special occasions dining needs
• Monitor all Guest inquiries, which include corresponding with guests by phone and email prior to arrival and during their stay in a professional and timely manner.
• Assist will all departure arrangements Guests may need, ex. Booking transportation (ferry, car, flights, etc.), online flight check-in, arranging/re-arranging travel plans if required.
• Act as a liaison and resource for other departments and employees of the Hotel
• Follow department policies, procedures and service standards
• Constantly be aware of daily functions and promotions in the hotel
• Following all safety and sanitation policies
• Assist with check-in and check-out queues when there is long waits at the Front Desk, specifically providing prioritized check-in service for ALL members when curbside check-in may not be available
• Personalize pre – arrival communication to VIP ALL members (Gold / Platinum/ Diamond / Limitless) offering Concierge services
• Other duties as assigned

QUALIFICATIONS:

• Previous 1 year of Front Desk experience
• Strong communication skills, demonstration of email/telephone etiquette required
• Computer literate in Microsoft Window applications required
• A thorough understanding of the structure of the tourism and travel industry
• A sound knowledge of major cultures and expectations of travelers when abroad
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively  as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times