Club Attendant

Fairmont; New Orleans (LA); On-site; USD 25,000 - 39,000; Full time

Job summary

Fairmont New Orleans is seeking a Club Concierge to deliver a personalized and seamless guest experience within The Club. You will anticipate guest needs, coordinate with multiple departments, and provide refined food and beverage service to reflect our luxury standards.

The role emphasizes discretion, strong communication, and a passion for creating memorable experiences for Club guests during their stay in downtown New Orleans.

Qualifications

• Excellent communication and guest service skills.
• Ability to anticipate guest needs and provide personalized recommendations.
• Discretion and problem-solving orientation.
• Knowledge of local attractions and dining in New Orleans.

Responsibilities

• Provide a warm, personalized welcome and departure experience for Club guests.
• Manage check-in and check-out processes with Fairmont service standards.
• Maintain detailed knowledge of guest preferences and special requests.
• Coordinate with Housekeeping and Lounge teams to ensure seamless service.
• Respond promptly to guest inquiries, messages, and emails with professional follow-up.
• Maintain accurate guest records and follow-up information.

Job description

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont's luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter.

Job Description

The Club Concierge is responsible for delivering an elevated, personalized, and seamless experience for guests utilizing The Club. Serving as a trusted point of contact throughout the guest journey, the Club Concierge combines refined concierge expertise, personalized guest service, and elevated food and beverage service to create memorable experiences that reflect the luxury standards of Fairmont New Orleans.

The Club Concierge will anticipate guest needs, maintain detailed knowledge of guest preferences and hotel offerings, coordinate with multiple departments, and provide thoughtful recommendations and personalized assistance. This role requires exceptional communication skills, discretion, attention to detail, and a genuine passion for creating meaningful guest experiences.

Guest Experience & Front Desk Operations

• Provide a warm, personalized welcome and departure experience for all Club guests.
• Manage check-in and check-out processes efficiently and accurately, following Fairmont service standards.
• Maintain detailed knowledge of guest preferences, profiles, and special requests to anticipate needs and elevate the guest experience.
• Facilitate pre-arrival planning and post-departure follow-ups to ensure a complete and personalized guest journey.
• Promote Club benefits and hotel amenities while identifying appropriate opportunities to enhance the guest experience through room upgrades, packages, dining, and other experiences.
• Coordinate with Housekeeping and Lounge teams to ensure room readiness, guest requests, special arrangements, and seamless service.
• Handle guest inquiries, issues, and service recovery with empathy, discretion, and solutions-focused communication.
• Respond promptly to guest calls, messages, and emails, ensuring timely and professional follow-up.
• Maintain accurate guest records, preferences, requests, and follow-up information.

Concierge Services & VIP Expertise

• Serve as a knowledgeable and trusted resource for Club guests throughout their stay.
• Offer curated recommendations for dining, recreation, spa, entertainment, shopping, cultural experiences, and local attractions tailored to individual guest preferences.
• Make restaurant reservations, book experiences, and assist with transportation, excursions, entertainment, and special requests.
• Arrange personalized amenities, celebrations, special occasions, and VIP experiences in coordination with appropriate hotel departments.
• Maintain comprehensive knowledge of Fairmont New Orleans services, amenities, dining outlets, events, and offerings.
• Maintain up-to-date knowledge of New Orleans attractions, restaurants, entertainment, culture, and local experiences to provide thoughtful and authentic recommendations.
• Anticipate guest needs and proactively identify opportunities to exceed expectations.
• Build and maintain strong relationships with guests while recognizing returning guests and their preferences.
• Exercise the highest level of discretion when handling confidential guest information and VIP requests.

Guest Communication & Coordination

• Collaborate with Food & Beverage, Front Office, Housekeeping, Engineering, Leisure and Recreation, Sales, Events, and other departments to deliver a seamless guest experience.
• Communicate guest preferences, requests, and special arrangements accurately and effectively.
• Follow up with departments and vendors to ensure guest requests are completed within established service standards.
• Communicate changes, special circumstances, and VIP requirements to leadership and relevant departments.
• Monitor guest feedback, take corrective action as needed, and maintain accurate records to support continuous improvement.
• Handle service recovery situations professionally and elevate concerns to management when appropriate.

Club Lounge & Food and Beverage Service

• Deliver refined food and beverage service while providing knowledgeable recommendations on Club selections.
• Demonstrate comprehensive knowledge of menu items, beverage offerings, wine selections, and Clubamenities.
• Assist with