Events Concierge Manager

Fairmont El San Juan Hotel Events Concierge Manager is responsible for assisting the Catering Managers in the administration and processing of Event details as well as working with the clients on the event floor throughout the program to ensure a smooth, seamless event.  He/she is also responsible in assisting the Sales team with site tours of the meeting space for future programs and events

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities with national and international promotion opportunities. The sky is your limit

What you will be doing:

• Act as a personal service ambassador /liaison, on behalf of Event Services, between the Meeting Planner and the various hotel operating departments.
• Consistently offer professional, friendly and engaging service.
• Build rapport with the Meeting Planner in order to identify their needs and expectations, maintain a constant presence on the meeting floor, and anticipate/respond to any requests.
• Ensure a smooth and seamless meeting planner/guest experience, by communicating with all departments within the hotel.
• Review all appropriate documents (Group Resume, BEOs, etc) to familiarize with the event/conference details, in advance of meeting with customer on the floor.
• Check in with Meeting Planner prior to start of function to ensure everything is initially set up to customer’s satisfaction.  
• Check in multiple times throughout the day to assist with changes/updates. 
• Assist with any updates/changes quickly and follow up to ensure customer satisfaction with action taken.
• Be actively visible on the floor, and always accessible to the customer via phone/radio.
• Use daily checklist to ensure accuracy of all events, and adherence to Fairmont standards and BEO details.  Every function room in use should be checked in advance of client arrival.
• Partner with Banquet operations at beginning of shift, throughout shift, and at end of shift; to ensure consistent information sharing.
• Update Event Services Managers throughout day on group status, any actions taken, and any necessary follow up needed.
• Attend pre-conference/event meetings with clients and summarize job responsibilities, contact information, and course of action in absence of Conference Concierge.
• Ensure guest/group experience while onsite, through personal interaction and attendance at functions throughout the stay.  Must be flexible to accommodate irregular and/or extended hours.
• Conduct any/all site inspections as required for the Sales or Catering teams.  Able to handle ‘walk-in’ inquiries.
• Oversee the daily distribution of the BEO’s for the Events team.
• Attend necessary meetings within hotel that effect/are effected by the Catering, Conference Services &/or Events department.
• Manage function room keys for Meeting Planner.  Ensure function rooms are properly keyed and manage inventory of keys with Meeting Planner.
• Inspect VIP rooms, guest rooms, and/or hospitality suites.

Your experience and skills include:

EDUCATION & SKILLS

• Minimum 2 years college degree preferred.

EXPERIENCE

• Previous banquet/catering experience preferred.
• Hospitality experience required.
• Ability to communicate in English and Spanish, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.