Concierge

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.
• Coordinate with bell attendant that guests luggage reaches their room safely personalizing the experience and using the guests 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 nonhotel 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 hotels 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.

Qualifications :

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions:

• Strong communication skills both verbal and written in English.
• Dynamic cando attitude.
• Strong analytical skills and attention to detail.
• Presents a professional and polished appearance.
• Effectively deal with guests and other team members.
• Possessing the trait of being organized and capable of multitasking.
• Ability to complete work within given deadlines.
• Maintain confidentiality of proprietary information and protect company assets.
• Available to work on shifts including weekends.
• Strong team player.
• Maintain positive working relationships.
• Highly organized resultsoriented and able to work well under pressure.
• Possess a creative mindset with a desire to learn and grow.
• Proficient in Microsoft Windows applications and Opera PMS.
• Friendly proactive and professional attitude.

Physical Demands

• This position requires the ability to focus attention on guest needs remaining calm and courteous. Occasional standing driving walking and carrying luggage.
• Perform other reasonable job duties as requested.

Required Education and Experience

• Postsecondary education in Travel and Tourism or equivalent is a plus.
• Preferably 12 years in a customerfacing position especially in a luxury or lifestyle hotel.
• Drivers license B.

Additional Information :

What is in it for you:

• Competitive Salary and Benefits
• Discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!

Remote Work :

No

Employment Type :

Fulltime