Guest Experience Supervisor

Fairmont; Scottsdale (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Employee discounts

Free meals

Learning programs

Medical & Dental benefits

401K

Career development

Job summary

Fairmont Scottsdale Princess is seeking a polished Lobby Concierge who can anticipate guests’ needs and deliver memorable experiences. Your expertise will shape every guest interaction, from arrival to departure, ensuring luxury service at every touchpoint.

You will provide expert information on Scottsdale attractions, build strong relationships with guests, coordinate requests, and mentor the Concierge team to maintain the highest standards of hospitality and safety in our luxury property.

Qualifications

• Active member of Les Clefs D’Or USA is a plus.
• Proven leadership skills supporting development and teamwork.
• Two years Front Office experience, ideally with five-diamond experience.
• Highly organized, detail-oriented and able to multi-task under pressure.
• Excellent written and verbal communication abilities.

Responsibilities

• Responsible for all aspects of guest service and satisfaction for the Lobby Concierge.
• Provide exceptional concierge information about Scottsdale area attractions, restaurants, theatres and events.
• Develop and maintain strong guest relationships to ensure loyalty.
• Coordinate guest requests, recording and tracking communications and itineraries.
• Lead by example; train and motivate the Concierge team and maintain safety standards.

Skills

Leadership

Customer service

Communication skills

Multi-tasking

Local knowledge

Education

Hospitality degree

Job description

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.If you are unable to complete a portion of the assessment due to a disability, you may select the disability opt-out option during the assessment. This option will not impact your assessment scoring or consideration for the role.

The Fairmont Scottsdale Princess is Arizona’s largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like matching retirement, travel discounts and more. This place really has it all – except for you!

What’s in it for you:

• Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
• Free meals at our on-site employee restaurant
• Learning programs through our Academies designed to sharpen your skills
• Great Medical and Dental benefits, including two employer-funded medical plans, meaning $0 premium if you enroll in the employee-only tier! 401K, Direct Deposit, etc.
• Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!

Job Description

Superior knowledge of a great Concierge is the expectation of our Guests when staying at Fairmont Hotels & Resorts. Your ability to anticipate Guests’ needs and make informed suggestions will ensure they have a truly memorable stay.

• Responsible for all aspects of guest service and satisfaction for the Lobby Concierge.
• Provide exceptional concierge information to our guests about Scottsdale area attractions, restaurants, theatres, special events and other available services.
• Develop and maintain strong guest relationships to ensure guest loyalty.
• Develop and maintain contacts and professional working relationships with counter parts in other Fairmont properties, the Scottsdale community and hospitality service providers in our area.
• Coordinating all aspects of the guest requests, recording and tracking all pertinent communications, bookings and details of guest itineraries to the highest level of satisfaction at all times.
• Maintain a positive working relationship with Fairmont Gold Concierges to ensure service quality and consistency.
• Directly influences the future effectiveness of the hotel through involvement in training & motivation of Concierge team.
• Maintaining communication of up to date, accurate information between guests, staff, management and our business partners on a consistent basis.
• Facilitate the training and development of the Concierge team.
• Lead by example by providing exceptional guest service with a passion to continually exceed expectations and anticipate guest needs.
• Strong and effective written and verbal communication with all other departments, highlighting guest requirements to ensure the proper level of service is delivered at all times.
• Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable about all safety and emergency procedures.
• Assisting with all other Front Office areas, including covering leadership shifts in other Front Office departments as needed
• Performs any and all other tasks which are assigned by management

Qualifications

• Active member of Les Clefs D’Or USA is a plus
• Proven leadership skills which support an environment of colleague development, interdepartmental teamwork and a passion for unequalled customer service.
• A minimum of two yearsFront Officeexperience ideally with previous five diamond experience.
• Self-motivated, resourceful, highly organized, extremely detailed, calm under pressure, effective at multi-tasking, prioritizing, follow up, thinking on the run, problem solving, accountability and the proven ability to work well under pressure.
• Excellent communication skills including written, verbal, body language, facial expressions, telephone and interpersonal and leadership skills.
• Strong knowledge and understanding ofScottsdale and all it has to offer during all seasons is required.
• A Post-Secondary Degree or Diploma in Hospitality from a recognized institute is preferred.
• Fluency in a second language is an asset
• A seasoned professional, with exceptional presentation and a mature demeanor.
• Previously demonstrated the commitment to exceeding guests' expectations at all times.

Physical Demands:

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting up to 20lbs.
• Occasional ascending or descending ladders, stairs and ramps

Additional Information

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:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

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/