Deliver a warm, polished, and personalised welcome, embodying Fairmont’s luxury service philosophy
Provide expert recommendations on dining, activities, transportation, and local attractions tailored to guest preferences
Coordinate reservations, transportation, and bespoke experiences with precision and efficiency
Maintain a strong, elegant presence in the lobby, anticipating guest needs and offering proactive assistance
Support VIP and special‑attention guests, ensuring bespoke touches and seamless arrangements
Handle guest enquiries and requests with professionalism, discretion, and a solutions‑focused approach
Collaborate closely with Front Office, Guest Relations, Spa, F&B, and Housekeeping to ensure a cohesive guest experience
Maintain detailed guest profiles and preferences to support personalised service
Manage luggage services, deliveries, and guest amenities with accuracy and care
Coordinate courier services, transportation bookings, and external service providers
Ensure all guest interactions reflect Fairmont’s tone, values, and luxury positioning
Stay informed on local events, cultural highlights, and regional experiences to enhance guest recommendations
Support the management of lobby flow during peak arrival and departure periods
Handle guest concerns or service recovery with confidence and refined communication
Maintain accurate records of guest requests, bookings, and follow‑up actions
Participate in daily briefings to share VIP updates, operational priorities, and guest insights
Uphold all health, safety, and security procedures in line with UK legislation and Fairmont standards
Represent the hotel with grace, confidence, and a guest‑first mindset at all times

Concierge

About the role