Guest Experience Concierge

Fairmont Hotels & Resorts; Austin (TX); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Medical, dental and vision insurance

401(k)

Complimentary shift meal

Employee discount card

Job summary

Fairmont Austin is seeking a Guest Experience team member to deliver Forbes Travel Guide–quality service to guests. You will coordinate guest requests, provide information on hotel facilities, and support online review responses while maintaining a professional, guest-focused approach.

The role requires strong English communication, multitasking ability, and teamwork within a luxury hotel environment. Prior hospitality experience is valued and multilingual skills are a plus.

Qualifications

• Previous hotel experience is an asset.
• Excellent customer service skills.
• Strong written and spoken English.
• Demonstrate multitasking in a fast-paced, high-pressure environment.
• Maintain professionalism with leaders, colleagues and guests.
• Proficient with Microsoft Office (Word, Excel, PowerPoint).
• Team-oriented and guest-focused.
• Multilingual abilities are a plus.

Responsibilities

• Provide professional, engaging guest service aligned with Forbes Travel Guide standards.
• Coordinate guest requests and create itineraries for special arrangements or services.
• Maintain knowledge of hotel features, services, dining concepts, hours, and local attractions.
• Assist guests with plans and hotel facilities information.
• Support online responses to reviews for the Guest Experience team.
• Contribute to Daily Report preparation.
• Attend Front of House meetings and follow department policies.

Skills

Customer service

Multitasking

Professionalism

English communication

Team player

Computer skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Your team and working environment

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

Company Description

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

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/. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Reporting to the Manager, Loyalty & Guest Experience responsibilities and essential job functions include but are not limited to the following:

• Consistently offers professional, engaging and friendly service in accordance with Forbes Travel Guide standards.
• Provides information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special arrangements or services in an efficient, professional and warm manner.
• Maintains complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, amenities, local events, attractions, holiday schedules
• Assist guests with any plans or arrangements they require
• Assist guests regarding hotel facilities in an informative and helpful way
• Support Guest Experience department in managing online responses to reviews from all sources
• Contributes to the preparation of the Daily Report
• Attends regularly scheduled Front of the House staff meetings
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned.

What Is In It For You

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary shift meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and Educational Assistance for further development
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability Committee

Qualifications

• Previous hotel experience is an asset
• Exceptional customer service skills
• Able to effectively communicate English in both written and oral forms
• Demonstrate the ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
• Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts
• Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
• 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
• Multi-lingual strongly preferred

Your Team And Working Environment

A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

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.

Fairmont Austin is proud to be an Equal Opportunity Employer. EOE/M/F/D/V