At Fairmont La Hacienda, we are committed to providing exceptional luxury and service to our esteemed guests. As a Concierge, you will be the embodiment of elegance and hospitality, warmly welcoming guests, offering personalized assistance and providing thoughtful recommendations. Your role will be crucial in crafting unforgettable experiences, ensuring every detail of their stay is meticulously attended to.
Responsibilities
Welcome and greet guests with warmth and professionalism, using their names whenever possible.
Oversee the daily operations of the concierge desk, including bell staff, scheduling, and workflow management, to ensure smooth and efficient service delivery following all Fairmont service standards, LQA and FORBES Standards.
Coordinate with bell attendant that guests' luggage reaches their room safely, personalizing the experience, and using the guest's name, also make sure it reaches the lobby from their room at the time of their departure.
Coordinates the activity of the bell desk team, communicating guest requests, luggage delivery or retrieval, buggy handling, etc.
Organize bell attendant to perform parking and retrieval of vehicles for guests, supervise that they are following safety and quality standards, including proper recording of movements, and safeguarding of keys.
Receive from bell desk daily checks of cars in the parking lot, verified with security to prevent unauthorized vehicles from remaining on the premises.
Must have excellent product knowledge to provide accurate and friendly information about the hotel, its services, and local events.
Maintain updated knowledge of local attractions, dining options, entertainment, and transportation services to be able to provide accurate recommendations to guests.
Handle all guest inquiries, both hotel and non-hotel related. Coordinate with external vendors for services such as car rentals, local attractions, tour bookings, and special event planning. Also arrange, coordinate, and monitor transfers, travel tickets, tours, and attraction bookings, as well as onsite and offsite restaurant reservations. Always prioritizing onsite outlets and activities.
Provide personalized solutions to all guests' needs and requests, through detailed questions without invading their privacy, ensuring a memorable and exceptional experience.
Provide personalized services and amenities to guests, ensuring their privacy, security, and comfort throughout their stay.
Build and maintain positive relationships with guests, anticipating their needs, exceeding their expectations, and fostering loyalty and repeat business through exceptional service.
Deliver mail, messages, packages, and other items requested by guests.
Handle guests’ purchase requests outside of the hotel.
Handles the lost & found requests from guests’ side, coordinating with Housekeeping in case of same day requests. In case of a request 24 hours from departure, check with the Lost & Found Log.
Maintain communication channels with all hotel departments to ensure seamless guest service.
Work as a team with other departments to ensure a smooth experience for our guests.
Attend and conduct regular team meetings with front office departments and bell attendants.
Participate in regular training with reception, guest relations, concierge, and guest services teams.
Coordinate with housekeeping for special cleaning requests, and engineering for room maintenance.
Address any maintenance or repair needs promptly, informing the relevant departments and acting if necessary.
In the absence of the guest relations team handle guest complaints and special requests promptly and professionally, ensuring guest satisfaction.
When necessary, escort guests to their room on foot or by golf cart when necessary, explaining the hotel facilities and promoting additional services (restaurants, spa, etc.).
In the absence of Royal Service attend any incoming call to the hotel’s main line.
Make sure the lobby area, car, and pedestrian access areas are clean and organized.
Maintain a constant presence at the door desk during shift hours.
Monitor and manage office supplies and equipment.
Complete task checklists within established deadlines.