The knowledge of a great Concierge is the expectation of our Guests when staying at Fairmont Waterfront. Your ability to anticipate Guests’ needs and make informed suggestions will ensure they have a truly memorable stay. Reporting to the Chef Concierge, your main responsibilities will include:
- Consistently offer professional, friendly, and engaging service to all guests.
- Develop and maintain strong guest relationships to ensure guest loyalty. Consistently deliver gracious, thoughtful and personalized service in every guest interaction.
- Liaise with other departments to ensure a smooth management of operations, maintaining a close relationship with Housekeeping, Front Office, and Fairmont Gold.
- Handle guest concerns effectively and efficiently, while ensuring proper logging and follow-up is conducted.
- Participate in resolving guest concerns. Ability to identify, empathize and own appeasement of any guest concerns both in person and in writing.
- Co-ordinate guest experiences efficiently and accurately via phone, email, text, in person or with other departments utilizing Alice reservation software.
- Stay up to date on local Vancouver concierge information. Have an extensive knowledge regarding Vancouver attractions, restaurants and surrounding areas.
- Assist 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.
- Promote and sell the services and concessions within the Hotel, as well as services offered by our suppliers.
- Ensure the lobby is in peak condition at all times by actively circulating and reporting/entering work orders promptly.
- Adhere to hotel emergency procedures and safety standards to maintain a safe work environment.
- Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics.
- Performs any and all other tasks which are assigned by leaders and support the leadership team with daily assigned tasks and operations.
- Perform any and all other tasks and duties within Front Office department.
- Please note that actual hours worked will fluctuate based on business needs.
- Availability for shift work, including weekends, mornings, and evenings.