Guest Experience Concierge

Job Description

Job Description

Company Description

Your team and working environment:

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Job Description

Reporting to the Manager, Loyalty & Guest Experience responsibilities and essential job functions include but are not limited to the following:

Responsibilities

• Consistently offers professional, engaging and friendly service in accordance with Forbes Travel Guide standards. 
• Provides information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special arrangements or services in an efficient, professional and warm manner.
• Maintains complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, amenities, local events, attractions, holiday schedules
• Assist guests with any plans or arrangements they require
• Assist guests regarding hotel facilities in an informative and helpful way
• Support Guest Experience department in managing online responses to reviews from all sources
• Contributes to the preparation of the Daily Report
• Attends regularly scheduled Front of the House staff meetings
• Ability to work in a fast-paced, busy, and sometimes stressful environment while dealing effectively with guests, management, team members, and outside contacts
• Perform a variety of Concierge, Loyalty, & Guest Experience tasks
• Ability to work under pressure and meet deadlines is of high importance
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
• Maintains the Code of Ethics while behaving in a professional and kind manner at all times while representing Fairmont Austin, the Concierge Department and the profession of the Concierge.

What is in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary shift meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and Educational Assistance for further development
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability Committee

Qualifications

• Previous hotel experience is an asset
• Exceptional customer service skills
• Able to effectively communicate English in both written and oral forms
• Demonstrate the ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
• Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts
• Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Multi-lingual strongly preferred

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

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps
• Required Education and Experience
• Previous customer related experience an asset

Additional Information

Your team and working environment:
A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our Values

Respect:

We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:

We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:

We celebrate our differences. We support each other and we always stand together.

Empowerment:

We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:

We build trust through mutual respect and being authentic.

Our commitment to Diversity & Inclusion: 
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Fairmont Austin is proud to be an Equal Opportunity Employer.  EOE/M/F/D/V