Concierge

Company Description

​​​​​Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V

Job Description

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

• Consistently offers professional, engaging and friendly service 

• Oversee the Guest Services department including bell, door, and concierge staff 

• Conduct regularly scheduled departmental meetings 

• Oversee operational, administrative and Colleague needs 

• Point of contact for high rated and high value guests acting as hotel liaison for guest requests pre-arrival, in house, and post departure with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat business 

• Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition 

• Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays 

• Review daily arrivals to ensure appropriate guests are flag in accordance with the VIP managers guidelines 

• Review arrivals and VIP reports to ensure all special requirements are met or exceeded 

• Review reservations of VIPs, Consortia, and ALL members to ensure traces, comments and profile notes are set-up successfully 

• Develop and maintain strong relationship with other operational departments 

• Ensure all Concierge service requests are met pre-arrival, in-house, and post departure 

• Ensure selected VIP rooms are prepared to their liking by warming rooms and adding personal touches 

• Meet, greet and escort guests as required 

• Take lead in handling guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments 

• Actively promotes Fairmont Service Promise behaviors and service culture  compliance 

• Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff 

• Additional duties as assigned 

• Salary Range: $79,000-$105,000 USD Gross Annually

Qualifications

• Previous leadership experience in a similar position preferred 

• Previous guest-facing experience in a luxury hotel environment preferred 

• Experience in a similar front-of-house or service-focused role preferred 

• Familiarity with local attractions, dining, events, and transportation options strongly preferred 

• Experience handling VIP guests or high-touch service environments is an asset 

• Previous Property Management System experience preferred 

• Previous ALICE experience preferred 

• Computer literate in Microsoft Window applications preferred 

• University/College degree in a related discipline an asset 

• Excellent written and verbal interpersonal and communication skills 

• Must possess a professional presentation 

• Must maintain flexible schedule with possibility to work morning, evening and overnights  

• Must be able to work weekends 

• Strong interpersonal and problem solving abilities 

• Highly organized, results-oriented with the ability to be flexible and work well under pressure. 

• Ability to work in a fast paced environment 

• Ability to work cohesively as part of a team 

• Ability to focus attention on guest needs, remaining calm and courteous at all times 

Physical Aspects of Position (include but are not limited to): 

• Frequent standing and walking throughout shift 

• Occasional kneeling, pushing, pulling, lifting 

• Occasional ascending or descending ladders, stairs and ramps 

Your team and working environment: 

Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars.  The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.  

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company. 
EOE/M/F/D/V 

Visa Requirements: 
Must have proof of eligibility to work in the United States. 
 
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/ 

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

Additional Information

All your information will be kept confidential according to EEO guidelines.