Concierge Agent

Accor Hotels; Birmingham; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading luxury hotel is seeking a dedicated concierge to assist guests with information, reservations, and coordination of services. The ideal candidate will showcase a passion for guest service, strong organizational skills, and a commitment to ensuring exceptional experiences. This role demands excellent communication and interpersonal abilities, flexibility under pressure, and the capacity to manage multiple guest requests effectively. Join a talented team and contribute to a service-driven atmosphere in a dynamic hospitality environment.

Qualifications

• Minimum of 1 year previous experience in a customer service industry.
• Fluency in English, secondary language preferred.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Responsibilities

• Be knowledgeable about hotel facilities and provide accurate information to guests.
• Manage guest requests relating to dining, recreation, and transport.
• Develop guest preference records and ensure completion of endorsements.

Skills

Guest service

Communication

Interpersonal skills

Problem solving

Organization

Flexibility

Education

Experience in customer service

Tools

Opera or Opera cloud Property Management System

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

• Be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel/city and be able to provide accurate information to guests.
• Act as an ambassador of the hotel and provide assistance to variety of requests. Expected to make what seem to be impossible and unusual happen.
• Maintain a network of service providers for the efficient conduct in coordinating guest requirements.
• Ensure availability of printed materials such as brochures of local attractions, sister hotels, restaurants, city maps, etc. which may be handed over to guests.
• Manage the facilitation of guest request relating to dining activities (both inside and outside of hotel), shows, recreation, tours, transport, florists, doctor, dentist, child care and any other services which are not available at the hotel.
• Respond to queries positively.
• Develop guest preference records and guest history.
• Follow through all endorsements at the concierge and ensure completion.
• Ensure that all luggage, messages, parcels, etc. are handled, delivered, retrieved or stored efficiently.
• Be transparent and responsible on matters involving finances.
• Maintain absolute integrity and trustworthiness in the team.
• Promote and follow a safe work environment.
• Promote and lead a service driven, results driven work environment.
• Follow departmental SOP’s (Standard Operating Procedures) including all safety policies.
• Other duties as assigned.

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 1 year previous experience in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera or Opera cloudProperty Management System an asset.
• 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.