VIP Concierge - Full Time

Why work for Fairmont Pacific Rim

• Complimentary meal through our Colleague Dining Program
• A competitive rate of $30.25 per hour
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver Victoria and Whistler
• Travel reimbursement program for a TransLink monthly pass
• Extensive benefits package including health paramedical dental vision life and disability insurance for those meeting eligibility requirements
• Companymatched pension plan and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
• Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program
• Distinctly West Coast the hotel delivers unique experiences through creativity artistry and elevated hospitality while remaining at the forefront of elevating the art music and fashion programming in the city
• 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

What you will be doing:

• Uphold the highest standard of customer service by demonstrating and applying Forbes 5 Star service standards at all times
• Work closely with Front Office and Fairmont Gold team to create memorable and luxurious experiences for VIP guests
• Handle guest concerns effectively and efficiently while ensuring proper logging and followup is conducted
• Review all VIP Reservations to ensure accuracy
• Provide exceptional concierge duties such as external city reservations
• Assist with food and beverage services in executive lounge
• Take ownership of the VIP and Fairmont Gold guests experience to ensure all standards and operating procedures are adhered too
• Review all VIP and Fairmont Gold reservations to ensure requests are met. Assign guest rooms to best meet guest needs and preferences while monitoring inventory to assist maximizing revenue
• Develop and maintain strong guest relationships to ensure guest loyalty
• Create bespoke experiences for the VIP and Fairmont Gold guest
• Develop and maintain strong guest relationship to ensure guests 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 Desk Royal Service and Guest Services to facilitate VIP  and Fairmont Gold guests arrival
• Participate in resolving guest concerns. Ability to identify empathize and own appeasement of any guest concerns both in person and in writing
• Stay up to date on local Vancouver concierge information. Have an extensive knowledge regarding Vancouver attractions restaurants and surrounding areas
• Assist with any plans or arrangements the guest intends to make during their stay
• Assist guests regarding hotel facilities in an informative and helpful way
• Coordinate guest experiences efficiently and accurately via phone email text in person or with other departments utilizing Alice reservation software
• Operate Property management system for all transactions ensuring all guest folios are accurate
• Utilize corporate customer service management applications
• Responsible for inventory management and liaising with housekeeping coordinator
• Maintain thorough knowledge about all aspects of the hotel facilities as well as policies and procedures
• Ensure the highest possible revenues are generated for VIP and Fairmont Gold team working with the Front Office team on daily upsell programs
• 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
• Actively participate in the Fairmont Pacific Rims environmental program and department specific initiatives in working towards sustainable operations
• 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

Qualifications :

Your experience and skills include:

• Previous experience in a luxury environment and passion for hospitality is required
• Minimum of 2 years experience in hospitality industry
• Les Clefs dOr would be an asset
• Previous Property Management System experience required
• Careerminded individual with strong personal initiative and a desire to achieve the department vision and goals
• Highly organized results oriented with the ability to be flexible and work well under pressure in a fastpaced changing environment
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently
• Ability to focus attention on guest needs remaining calm and courteous at all times
• Strong interpersonal and problem solving abilities
• Sophisticated communication skills both written and verbal
• Computer literate in Microsoft Window applications and PMS experience required
• Highly responsible & reliable with strong interpersonal and problem solving abilities
• Ability to work cohesively with fellow colleagues as part of a team as well as independently
• Must possess a professional presentation 
• Must be flexible in terms of working hours may include overnights
• Must have the ability to handle cash effectively and accurately 
• Serving It Right Certified

Physical Aspects of Position (include but are not limited to):   

• Frequent standing and walking throughout shift
• Occasional kneeling pushing pulling lifting up to 20lbs

Remote Work :

No

Employment Type :

Fulltime