Club Attendant

AccorHotel•New Orleans, LA

About The Position

The Club Concierge delivers an elevated, personalized, and seamless experience for guests using The Club. As a trusted point of contact throughout the guest journey, the role combines concierge expertise, personalized guest service, and elevated food and beverage service in keeping with Fairmont New Orleans’ luxury standards. The Club Concierge anticipates guest needs, maintains detailed knowledge of guest preferences and hotel offerings, coordinates across departments, and provides thoughtful recommendations and assistance. The position requires exceptional communication, discretion, attention to detail, and a passion for creating meaningful guest experiences. The role encompasses guest welcome and departure, check-in and check-out, pre-arrival planning and post-departure follow-up, guest record management, concierge recommendations and bookings, VIP arrangements, and guest communication and service recovery. It also involves coordinating with hotel departments and vendors to fulfill requests; providing food and beverage service in the Club Lounge; maintaining its presentation, cleanliness, supplies, and organization; and following hotel operating, food safety, security, and service standards. The position supports special events and hotel initiatives, completes administrative tasks, and participates in training and development. Fairmont New Orleans is a new downtown luxury hotel with 250 guest rooms, four food and beverage venues, a rooftop pool, more than 19,000 square feet of function space, and a 10,000-square-foot spa. This is a permanent, full-time position in the Rooms category.

Requirements

High school diploma or equivalent required.
Exceptional verbal and written communication skills.
Strong interpersonal and relationship-building skills.
Excellent attention to detail and organizational abilities.
Ability to anticipate guest needs and provide personalized solutions.
Strong knowledge of luxury hospitality service standards.
Ability to multitask and prioritize in a fast-paced environment.
Strong problem-solving and service recovery skills.
Ability to maintain composure and professionalism under pressure.
Proficiency with hotel systems and technology.
Demonstrates discretion and sound judgment when handling sensitive guest information.
Demonstrates integrity, accountability, professionalism, teamwork, cultural awareness, flexibility, and adaptability.
Takes ownership of guest requests and follows through to completion.

Nice To Haves

Previous experience in luxury hotels, resorts, private clubs, fine dining, concierge services, or another high-end guest service environment.
Experience in a guest-facing hospitality position demonstrating personalized service.
Previous Food & Beverage experience; strongly preferred.
Experience working with VIP guests or in a luxury lounge environment.
Hospitality, tourism, business, or related education.
Knowledge of New Orleans dining, entertainment, culture, and attractions.
Strong food and beverage knowledge, including menu and wine selections.

Responsibilities

Provide a warm, personalized welcome and departure for Club guests and manage check-in and check-out in accordance with Fairmont standards.
Maintain knowledge of guest preferences, profiles, and special requests; facilitate pre-arrival planning and post-departure follow-up; and maintain accurate guest records.
Promote Club benefits and hotel amenities and identify appropriate opportunities to enhance the guest experience through upgrades, packages, dining, and other experiences.
Coordinate with Housekeeping and Lounge teams on room readiness, guest requests, special arrangements, and service delivery.
Respond promptly and professionally to guest calls, messages, emails, inquiries, and concerns; provide service recovery and escalate concerns to management when appropriate.
Provide tailored recommendations for dining, recreation, spa, entertainment, shopping, cultural experiences, and local attractions.
Make restaurant reservations and book experiences; assist with transportation, excursions, entertainment, and special requests.
Arrange personalized amenities, celebrations, special occasions, and VIP experiences with appropriate hotel departments.
Maintain detailed knowledge of hotel services, amenities, dining, events, and offerings, as well as current knowledge of New Orleans attractions and experiences.
Recognize returning guests, build guest relationships, anticipate needs, and handle confidential guest information and VIP requests discreetly.
Collaborate with hotel departments and vendors to communicate guest preferences, requests, special arrangements, changes, and VIP requirements, and follow up to ensure requests are completed.
Monitor guest feedback, take corrective action, maintain records, and communicate service concerns to leadership and relevant departments.
Provide refined food and beverage service and knowledgeable recommendations on Club selections, menus, beverages, and wines.
Assist with setup, presentation, replenishment, and breakdown of Club food and beverage offerings; clear and reset tables; and monitor presentation and availability during service.
Maintain appropriate stocks of china, glassware, silverware, linens, beverages, and other service items.
Keep the Club Lounge and concierge areas clean, organized, welcoming, and in line with Fairmont standards; follow food safety, sanitation, health, and safety standards.
Follow Club operating procedures, luxury service standards, safety, security, emergency, and loss-prevention procedures; protect guest, hotel, and proprietary information.
Assist with special events, VIP arrivals, group experiences, and other hotel initiatives as directed.
Complete required records and administrative tasks in a timely manner, identify process improvements, and participate in training and development.
Perform other duties as assigned by management.