Job Description

The Concierge department is the guest experience hub of the resort. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented responses to any requests, always taking the initiative to go above and beyond. Our goal is to provide guests with a personalized experience curated just for them to ensure a unique and unforgettable experience. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning Moments into memories for our guests.

• Consistently offer professional, friendly and engaging service.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and F&B, Engineering
• Respond to all emails in the Concierge inbox as well as your personal inbox in a timely and professional manner adhering to Forbes timeliness + professionalism standards
• Monitors and responds to guest Kipsu text messages within the Forbes standard time frame (3mins)
• Respond to all incoming calls using proper telephone etiquette
• Properly log and detail all guest bookings in ALICE and always provide a printed itinerary upon arrival in compliance with Forbes standards
• Carefully complete billing procedures daily to ensure revenue is posted for third party vendors such as transportation, florals, etc.
• Will ensure that guest attention is the utmost priority during moments of engagement.
• Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Will consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• Will foster and maintain respectful and professional relationships with hotels third party vendors always remembering you are a direct reflection of the Fairmont Grand Del Mar
• Will never say no to a guest request unless it is illegal, immoral, or unsafe. We should always offer an appropriate alternative instead of saying no.
• Will maintain a thorough knowledge of the hotels offerings included but not limited to: hours of operation, locations, food concepts, menu price range, dress codes, room types, amenities, etc
• Will maintain a thorough knowledge of the San Diego area including but not limited to: attractions, dining options, local events, directions, etcetera
• Anticipates guest needs and providing thoughtful suggestions when appropriate. Asks guests questions in order to better ascertain their needs/wants
• Will ensure you are able to explain in great detail when conveying information on all activities that Fairmont Grand Del Mar has to offer.
• Will not only provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
• Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Must exceed customer expectations at all times and turn moments to memories for our guests.
• Will uphold and demonstrate a commitment to Fairmont’s Value Statement of respect, integrity, teamwork, and empowerment.
• Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Will follow all FH&R and Forbes standards when interacting with guests
• Has outstanding guest services skills, professional presentation and sophisticated communication skills.
• Will be aware of the Hotel’s outlets and hours of operations as well as any changes conveying this information to guests.
• Fully aware of all of the hotel activities including times + dates of availability
• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills
• Will actively seek duties and tasks during slow periods to maximize efficiency.
• Must be able to work independently.
• Ensures the working environment is free of safety hazards and hindrances to avoid any accidents at work.
• Ensuring to report all suspicious persons, packages, vehicles, luggage, and observations to Security.
• Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room.
• Ensure you report all accidents and injuries, regardless of severity, to the Security Department.
• Will attend all trainings as requested.
• Will sign training forms after attendance
• Regular attendance is essential to the successful performance of this position. Irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Resort. In addition, attendance is required at all scheduled training sessions and meetings.
• Support environmental initiatives at all times.
• Ensures all guest billing is handled in a timely manner
• Additional responsibilities as assigned by the Director of Guest Experience

Qualifications

• Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• Previous leadership experience in guest relations preferred.
• Previous PMS experience required.
• Computer literacy in Microsoft Window applications required.
• University/College degree in a related discipline an asset.
• Must possess a professional presentation.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast paced environment.
• 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.

Physical Demands:

• Frequent standing, walking and sitting throughout shift.
• Occasional kneeling, pushing, pulling, lifting.
• Occasional ascending or descending ladders, stairs and ramps.

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

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