Fairmont Gold Concierge

Fairmont Hotels And Resorts; Southampton; On-site; GBP 27,000 - 44,000; Full time

Benefits offered by this job

Health insurance

Worldwide travel discounts

Wellness programs

Job summary

Fairmont Southampton seeks a Fairmont Gold Concierge to deliver an elevated, personalized hotel-within-a-hotel experience for Gold guests. You will handle front desk tasks, concierge services, and VIP guest care to ensure guests feel welcomed and valued throughout their stay.

Responsibilities include warm welcomes, efficient check-in/out, curated recommendations, bookings, and seamless collaboration with other departments. Flexibility for nights, weekends, and holidays is required.

Qualifications

• 2+ years customer service in luxury hospitality/concierge roles.
• High school diploma required; hospitality education preferred.
• Proficient in PMS/POS; strong interpersonal and communication skills.

Responsibilities

• Provide warm, personalized welcome and departure experience for Fairmont Gold guests.
• Manage check-in/check-out following Fairmont Gold standards.
• Coordinate with Housekeeping and Lounge to ensure room readiness and service excellence.
• Offer dining, recreation, spa, and local activity recommendations; book experiences and transport.
• Respond promptly to guest inquiries and maintain accurate records for continuous improvement.

Skills

Concierge experience

Customer service

Multitasking

PMS/POS familiarity

Languages an asset

Education

High school diploma

Hospitality education preferred

Tools

PMS

POS systems

Job description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Fairmont Gold Concierge. The Fairmont Gold Concierge reports to the Fairmont Gold Manager and is responsible for delivering an elevated, personalized "hotel-within-a-hotel" experience for Fairmont Gold guests. This role combines front desk operations, concierge support, and VIP guest care to ensure each Fairmont Gold guest feels welcomed, valued, and fully supported throughout their stay.

Key Responsibilities

Guest Experience & Front Desk Operations

Provide a warm, personalized welcome and departure experience for all Fairmont Gold guests. Manage check-in and check-out processes efficiently and accurately, following Fairmont Gold standards. Maintain detailed knowledge of guest preferences, profiles, and special requests to anticipate needs and elevate the experience. Coordinate with Housekeeping and Lounge teams to ensure room readiness, guest requests, and seamless service. Handle guest inquiries, issues, and service recovery with empathy, discretion, and solutions-focused communication.

Concierge Services & VIP Expertise

Offer curated recommendations for dining, recreation, spa, golf, and local attractions tailored to guest preferences. Make reservations, book experiences, and assist with transportation, excursions, or special requests. Facilitate pre-arrival planning and post-departure follow-ups to ensure a complete, personalized guest experience. Promote Fairmont Gold benefits, upselling room categories, packages, or experiences when appropriate.

Guest Communication & Coordination

Respond promptly to guest calls, messages, and emails, ensuring timely and professional follow-up. Collaborate with Food & Beverage, Leisure & Recreation, and other departments to deliver a seamless Fairmont Gold experience. Maintain up-to-date knowledge of hotel services, amenities, and local attractions to enhance recommendations and guest satisfaction.

Operational Excellence & Standards

Deliver refined food and beverage service while sharing knowledgeable recommendations on the F&B selections. Demonstrate comprehensive knowledge of menu items, wine selections, and Fairmont Gold offerings. Clear, reset, and maintain tables efficiently while maintaining poise and professionalism. Ensure the Fairmont Gold Lounge, and concierge areas are organized, welcoming, and reflective of luxury standards. Follow all safety, security, and emergency procedures to protect guests and colleagues. Monitor guest feedback, take corrective action as needed, and maintain accurate records to support continuous improvement. All other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions:

• Experience: Minimum 2+ year of customer service experience in luxury hospitality or concierge roles. Previous front desk, concierge, or Gold/club lounge experience preferred.
• Education: High school diploma or equivalent required; post-secondary education in Hospitality preferred.
• Competencies, Knowledge & Skills: Exceptional interpersonal, communication, and empathy skills – able to anticipate guest needs and respond thoughtfully. Ability to multitask and remain composed in a fast-paced, high-touch environment. Professional, composed, and guest-focused demeanor. Proficient in PMS, POS, and communication systems; additional languages are an asset.
• Flexible to work nights, weekends, and holidays.

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Southampton

Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda's largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality. Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless. Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations.

BeLimitless, Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

What’s in it for you?

As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you'll enjoy:

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Start your journey with us today and explore the possibilities! BeLimitless

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging: We celebrate our differences. We support each other and we always stand together.

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity: We build trust through mutual respect and being authentic.

Your team and working environment

Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service. Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.

Our Commitment to Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.