Service Department Concierge

Job Description

The Concierge will ensure timely and seamless service when dealing with guest requests and will anticipate our Guests’ needs and make informed suggestions to ensure they have a truly memorable stay.

What you will be doing:

Consistently offer professional, friendly and engaging service

Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form

Will Act as an ambassador for the hotel and will assist guests with any reasonable request when approached in the lobby

Maintain open lines of communication with all other hotel departments, especially the Front Desk, Housekeeping, Royal Service, Fairmont Gold, and Guest Services department

Maintain cleanliness, safety and order in all of his/her work areas and reports any deficiencies to Supervisor

Assist in the cleanliness of the lobby and front drive areas at all times

Establish and maintain effective working relationships with all associates

Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards

Maintain consistent adherence to Fairmont Century Plaza Guest Service Standards

Work varied shifts, including weekends and holidays

Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts

Maintains complete knowledge of all CPZ 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

Provide a service or assistance to meet the needs of a guest, client or customer based on information keyed, gathered, studied, processed or reviewed

Possess skills to expedite clerical processing, perform a service, evaluate information, and take action based upon information to complete a task or assignment or activity

Anticipates guest’s needs, respond promptly and acknowledge all guests, however busy and whatever time of day

Receive complaints (guest or internal) and resolve matters in a timely manner

Maintains positive guest relations at all times by resolving complaints and ensuring guest satisfaction by both guests and colleagues alike

Complete tasks in a timely manner with minimal supervision by management

Maintains Concierge code of ethics and behaving in a professional and kind manner at all times while representing Fairmont Century Plaza, the Concierge Department and the profession of Concierge

Maintains complete knowledge of and comply with all departmental policies/service procedures/standards

Meet departmental standards

Works in an appropriate non-hazardous manner avoiding self-injury and unsafe work methods

Comply with policies and procedures of the department or section in order to complete service satisfactorily

Be familiar with department’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction

Adhere to local and externally relevant health and safety laws and policies

Other duties as assigned by Management

What is in it for you:

Employee benefit card offering discounted rates in Accor worldwide

Learning programs through our Academies

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 Planet 21 and WATCH

Pay Rate: $34.92per hour

Qualifications

Previous customer related experience preferred

Strong interpersonal and problem-solving abilities

Highly responsible and reliable

Self-motivated and energetic

Must possess a professional presentation

Good knowledge of Microsoft Office or equivalent software

Previous experience with Alice and Opera an asset

Exceptional communication skills and be able to work in a high volume luxury property

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, creative and warm manner

Ability to work well under pressure in a fast-paced environment

Maintaining the proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines

Must be able to address stressful situations with guests with dignity and the utmost tact and politeness

Must be able to follow instructions, work well independently, work well with others and communicate effectively

Outstanding organizational skills

Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods

High school diploma or previous experience an asset

Customer service experience

Demonstrated organizational skills

Fluent spoken and written English

Second language an asset

Basic math- ability to add, subtract, multiply, and divide

Ability to be observant with meticulous attention to detail

Ability to follow instruction and work quickly and thoroughly

Ability to think through situations in a rational manner while under pressure

Clear thinking on their feet, able to work under pressure

Ability to prioritize multiple demanding tasks

Staying calm when assisting a guest in emergency situations, and knowing what questions to ask

Ability to walk and stand for up to 8 hours a day

Heavy lifting and active movement (i.e.: bending and running, lifting up to 50 pounds)

Occasional kneeling, pushing, pulling and lifting

Ability to ascend and descend stairs safely

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

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