VIP Concierge - Casual

AccorHotel • Vancouver, BC

1d • Onsite

About The Position

VIP Concierge Associate create extraordinary memories with a warm smile and attentive service for the many guests of Fairmont Pacific Rim. From pre-arrival to post-departure, VIP Concierge Associate are the hotel’s ambassadors assisting guests throughout their stay.

Requirements

• Previous experience in a luxury environment and passion for hospitality is required
• Minimum of 2 years’ experience in hospitality industry
• Previous Property Management System experience required
• Career-minded individual with strong personal initiative and a desire to achieve the department’s vision and goals
• Highly organized, results-oriented with the ability to be flexible and work well under pressure in a fast-paced, changing environment
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently
• Strong interpersonal and problem solving abilities
• Sophisticated communication skills, both written and verbal
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Computer literate in Microsoft Window applications and PMS experience required
• Highly responsible & reliable with strong interpersonal and problem solving abilities
• Ability to work cohesively with fellow colleagues as part of a team, as well as independently
• Must possess a professional presentation
• Must be flexible in terms of working hours, may include overnights
• Must have the ability to handle cash effectively and accurately
• Serving It Right Certified
• Must be legally eligible to work in Canada.

Nice To Haves

• Les Clefs d’Or would be an asset

Responsibilities

• Uphold the highest standard of customer service by demonstrating and applying Forbes 5 Star service standards at all times
• Consistently deliver gracious, thoughtful and personalized service in every guest interaction
• Take ownership of the VIP and Fairmont Gold guests’ experience to ensure all standards and operating procedures are adhered too
• Review all VIP and Fairmont Gold reservations to ensure requests are met. Assign guest rooms to best meet guest needs and preferences, while monitoring inventory to assist maximizing revenue
• Develop and maintain strong guest relationships to ensure guest loyalty
• Create bespoke experiences for the VIP and Fairmont Gold guest
• Liaise with other departments to ensure a smooth management of operations, maintaining a close relationship with Housekeeping, Front Desk, Royal Service and Guest Services to facilitate VIP and Fairmont Gold guests’ arrival
• Participate in resolving guest concerns. Ability to identify, empathize and own appeasement of any guest concerns both in person and in writing
• Stay up to date on local Vancouver concierge information. Have an extensive knowledge regarding Vancouver attractions, restaurants and surrounding areas
• Assist with any plans or arrangements the guest intends to make during their stay
• Assist guests regarding hotel facilities in an informative and helpful way
• Co-ordinate guest experiences efficiently and accurately via phone, email, text, in person or with other departments utilizing Alice reservation software
• Operate Property management system for all transactions ensuring all guest folio’s are accurate
• Utilize corporate customer service management applications
• Responsible for inventory management and liaising with housekeeping coordinator.
• Maintain thorough knowledge about all aspects of the hotel facilities as well as policies and procedures
• Ensure the highest possible revenues are generated for VIP and Fairmont Gold team, working with the Front Office team on daily upsell programs
• Ensure the lobby is in peak condition at all times by actively circulating and reporting/entering work orders promptly
• Adhere to hotel emergency procedures and safety standards to maintain a safe work environment
• Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations
• Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics
• Performs any and all other tasks which are assigned by leaders and support the leadership team with daily assigned tasks and operations

Benefits

• Opportunity to develop your talent and grow within Fairmont Pacific Rim and across the world!
• Complimentary work meal through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunities to participate in sustainability, charity, and community engagement initiatives.
• Access to world-class training, leadership programs, and career development opportunities across a global network.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed