Fairmont Gold Specialist

AccorHotel • Los Angeles, CA

1d • Onsite

About The Position

Fairmont Gold is our hotel within a hotel: a private entrance, an exclusive lounge and a dedicated team that knows every guest by name. As a Fairmont Gold Specialist, show and tell is everything! You will play a key role in the memories the guest experiences during their stay by telling them about the amenities the hotel has to offer and showing them all the options they have to make lasting memories. With attention to detail, you will be able to investigate the reason of the guest’s visit and personalize their stay with Fairmont Century Plaza standards using professionalism and engaging demeanor.

Requirements

• At least 2 years of luxury hotel experience, ideally in the front office of a five-star property (preferred)
• Knowledge of Opera PMS is an asset
• Polished, professional presence with excellent spoken and written English; a second language is an asset
• A "can do" attitude, creative problem-solving and confident conflict resolution
• Ability to take the lead on shift, assign tasks and keep the operation running smoothly
• Calm, organized and detail-focused in a fast-paced environment
• Able to stand and walk for long periods and lift up to 50 lbs
• Flexible availability, including evenings, weekends and holidays
• High school diploma required
• Must provide proof of eligibility to be employed in the United States of America.

Nice To Haves

• Concierge, butler or club lounge experience is a strong plus
• a degree in hospitality or business is an asset

Responsibilities

• Contact guests, travel agents or personal assistants as soon as a reservation is made, and keep in touch as the guest's personal point of contact.
• Follow up pre-arrival calls by email and handle every request ahead of time.
• Use Opera to assign rooms and record traces, alerts and guest preferences.
• Personally oversee final housekeeping inspection and work with In-Room Dining so every preference and amenity is in place before the guest walks in.
• Welcome every Fairmont Gold guest at the private entrance with a smile and by name.
• Handle arrivals from curb to room: open car doors, coordinate with valet, manage luggage, and escort guests to their room.
• Offer a personalized check-in, whether curbside, mobile, in the lounge or in the guest's room, with a seasonal welcome beverage.
• Plan the day's arrivals so every guest receives the same unhurried attention.
• Provide full concierge service: restaurant reservations, tee times, car rentals, transportation, flight help and more.
• Offer butler services on request, including packing and unpacking, pressing, shoe shine, drawing baths and personal shopping.
• Share insider knowledge of Los Angeles neighborhoods, attractions and entertainment.
• Never say no without offering an alternative, and use creativity to make each stay memorable.
• Support lounge service and keep food presentation, cleanliness and atmosphere at Fairmont Gold standards.
• Coordinate tasks across the team on shift and adjust plans quickly when business needs change.
• Work closely with Front Desk, Housekeeping, Royal Service, Guest Services and Engineering.
• Build lasting relationships that bring guests back to Fairmont Gold.
• Explain Fairmont Gold's "on your time" services and room categories with confidence.
• Enroll guests in ALL – Accor Live Limitless and meet monthly sign-up goals.
• Resolve concerns with care, log follow-ups and keep the Fairmont Gold Manager informed.
• Review billing and credit limits during the shift and ensure every departure is smooth and accurate.

Benefits

• Discounted hotel rooms and food & beverage rates at our sister properties around the globe
• Learning programs through our Academies to help you grow and perform at your full potential
• Opportunity to develop your career within Century Plaza and across the world
• The chance to make a difference through Corporate Social Responsibility activities like Planet 21 and WATCH
• [Health benefits, 401(k), complimentary meals, other perks]

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED