Guest Experience Concierge

FAIRMONT; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid time off

Medical, Dental and Vision Insurance,

Job summary

Fairmont Austin is seeking a Guest Experience professional to provide consistently exceptional service and information to guests. You will coordinate guest requests, craft itineraries for special arrangements, and maintain expert knowledge of hotel facilities, hours, and local attractions.

You will assist guests with plans, support online review responses, and participate in daily reporting and front-of-house meetings.

Qualifications

• Previous hotel or hospitality experience is preferred.
• Excellent customer service and communication skills.
• Able to multi-task in a fast-paced environment.
• Professional demeanor when interacting with leaders and colleagues.
• Strong computer skills including Word, Excel, PowerPoint.
• Team player with a customer-first mindset.
• Multilingual abilities are strongly preferred.

Responsibilities

• Consistently offer professional, engaging and friendly service in Forbes Travel Guide standards.
• Provide information and coordinate guest requests, creating itineraries for special arrangements.
• Maintain knowledge of hotel features, services, hours, and local attractions.
• Assist guests with plans or arrangements.
• Assist guests regarding hotel facilities.
• Support Guest Experience department with online reviews responses.
• Contribute to the Daily Report preparation.
• Attend Front of the House staff meetings.
• Follow department policies and safety policies.
• Other duties as assigned.

Skills

Customer service

English communication

Multitasking

Professionalism

Teamwork

Leadership communication

Tools

Microsoft Office

Job description

Job Description

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

Responsibilities

• 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:

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