Guest Experience Concierge

AccorHotel • Austin, TX

5h • Onsite

About The Position

Fairmont Austin, a luxury property with 1,048 guestrooms and suites and over 140,000 square feet of meeting and event space, is seeking a Guest Experience Concierge. This role is an opportunity to join an innovative and passionate hotel team in a rapidly growing market. Fairmont Hotels & Resorts is a global network of 90 properties with 30 more in development across 30 countries.

Requirements

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

Nice To Haves

• Previous hotel experience is an asset
• Multi-lingual strongly preferred

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.

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed