Guest Experience Supervisor

Accorhotel; Scottsdale (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

Fairmont Hotels & Resorts in Scottsdale seeks a dedicated Concierge to elevate guest experiences, anticipating needs and offering informed recommendations.

Responsibilities include providing concierge information, coordinating guest requests, building relationships with local partners, and assisting with training the Concierge team while maintaining safety and service standards.

Qualifications

• Excellent communication skills including written, verbal, body language, facial expressions, telephone and interpersonal and leadership skills.
• A minimum of two years Front Office experience, ideally with Five Diamond experience.
• Fluency in a second language is an asset.
• Strong knowledge of Scottsdale and what it has to offer during all seasons.
• A Post-Secondary Degree or Diploma in Hospitality is preferred.
• Self-motivated, resourceful, highly organized and able to work under pressure.

Responsibilities

• Provide exceptional concierge information to guests about Scottsdale area attractions, restaurants, theatres, events and other services.
• Develop and maintain strong guest relationships to ensure loyalty.
• Coordinate all aspects of guest requests, recording and tracking communications, bookings and itineraries to the highest level of satisfaction.
• Maintain communication with guests, staff, management and partners on a consistent basis and highlight guest requirements.
• Develop and maintain contacts with Scottsdale community and hospitality service providers.
• Involve in training and motivation of Concierge team and lead by example.
• Support other Front Office areas and cover leadership shifts when needed.

Skills

Excellent communication skills

Leadership skills

Problem solving

Education

Post-Secondary Degree or Diploma in Hospitality

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

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 years Front Office experience 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 of Scottsdale 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

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.