Concierge, Full-Time

Company Description

Company Description

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver's stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver's first green roof & rooftop apiary.

Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you're a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.

Why work at Fairmont Waterfront?

• Sustainability and community commitment - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,800 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Opportunities to grow at Fairmont Waterfront and across the world at over 5,800 properties with Accor Group
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Full rate of pay $30.22 per hour following 90 days of service

*full-time and part-time permanent status colleagues.

Job Description

The knowledge of a great Concierge is the expectation of our Guests when staying at Fairmont Waterfront. Your ability to anticipate Guests’ needs and make informed suggestions will ensure they have a truly memorable stay. Reporting to the Chef Concierge, your main responsibilities will include:

• Consistently offer professional, friendly, and engaging service to all guests.
• Develop and maintain strong guest relationships to ensure guest loyalty. Consistently deliver gracious, thoughtful and personalized service in every guest interaction.
• Liaise with other departments to ensure a smooth management of operations, maintaining a close relationship with Housekeeping, Front Office, and Fairmont Gold.
• Handle guest concerns effectively and efficiently, while ensuring proper logging and follow-up is conducted.
• Participate in resolving guest concerns. Ability to identify, empathize and own appeasement of any guest concerns both in person and in writing.
• Co-ordinate guest experiences efficiently and accurately via phone, email, text, in person or with other departments utilizing Alice reservation software.
• Stay up to date on local Vancouver concierge information. Have an extensive knowledge regarding Vancouver attractions, restaurants and surrounding areas.
• Assist with mail, messages and any plans or arrangements the guest intends to make during their stay.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Promote and sell the services and concessions within the Hotel, as well as services offered by our suppliers.
• Ensure the lobby is in peak condition at all times by actively circulating and reporting/entering work orders promptly.
• Adhere to hotel emergency procedures and safety standards to maintain a safe work environment.
• Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics.
• Performs any and all other tasks which are assigned by leaders and support the leadership team with daily assigned tasks and operations.
• Perform any and all other tasks and duties within Front Office department.
• Please note that actual hours worked will fluctuate based on business needs.
• Availability for shift work, including weekends, mornings, and evenings.

Qualifications

• Previous experience in a luxury environment and passion for hospitality is required.
• Excellent knowledge of the City of Vancouver, nearby areas, and local attractions.
• Computer literate in Microsoft Window applications; previous experience with Opera Cloud, Open Table, and Kipsu text messaging system is an asset.
• Sophisticated communication skills, both written and verbal.
• Highly responsible & reliable with strong interpersonal and problem-solving abilities.
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team, as well as independently.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Must be flexible in terms of working hours.

Additional Information

Canadian work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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