We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Fairmont Gold Concierge. The Fairmont Gold Concierge reports to the Fairmont Gold Manager and is responsible for delivering an elevated, personalized “hotel-within-a-hotel” experience for Fairmont Gold guests. This role combines front desk operations, concierge support, and VIP guest care to ensure each Fairmont Gold guest feels welcomed, valued, and fully supported throughout their stay.
Key Responsibilities
Guest Experience & Front Desk Operations
Provide a warm, personalized welcome and departure experience for all Fairmont Gold guests.
Manage check-in and check-out processes efficiently and accurately, following Fairmont Gold standards.
Maintain detailed knowledge of guest preferences, profiles, and special requests to anticipate needs and elevate the experience.
Coordinate with Housekeeping and Lounge teams to ensure room readiness, guest requests, and seamless service.
Handle guest inquiries, issues, and service recovery with empathy, discretion, and solutions-focused communication.
Concierge Services & VIP Expertise
Offer curated recommendations for dining, recreation, spa, golf, and local attractions tailored to guest preferences.
Make reservations, book experiences, and assist with transportation, excursions, or special requests.
Facilitate pre-arrival planning and post-departure follow-ups to ensure a complete, personalized guest experience.
Promote Fairmont Gold benefits, upselling room categories, packages, or experiences when appropriate.
Guest Communication & Coordination
Respond promptly to guest calls, messages, and emails, ensuring timely and professional follow-up.
Collaborate with Food & Beverage, Leisure & Recreation, and other departments to deliver a seamless Fairmont Gold experience.
Maintain up-to-date knowledge of hotel services, amenities, and local attractions to enhance recommendations and guest satisfaction.
Operational Excellence & Standards
Deliver refined food and beverage service while sharing knowledgeable recommendations on the F&B selections
Demonstrate comprehensive knowledge of menu items, wine selections, and Fairmont Gold offerings
Clear, reset, and maintain tables efficiently while maintaining poise and professionalism
Ensure the Fairmont Gold Lounge, and concierge areas are organized, welcoming, and reflective of luxury standards.
Follow all safety, security, and emergency procedures to protect guests and colleagues.
Monitor guest feedback, take corrective action as needed, and maintain accurate records to support continuous improvement.
All other duties as assigned