Concierge - Part Time

About Fairmont Grand Del Mar

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in the charm of Los Peñasquitos Canyon, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa and offers two dozen weekly outdoor activities across the 400 acres of dramatic canyon scenery including yoga, meditation and archery. The Grand includes six different dining venues, including San Diego’s only three-Michelin starred restaurant, Addison.  

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego. 

We invite you to join the world of luxury hospitality at Fairmont Grand Del Mar, as our new Concierge.

The Concierge department is the guest experience hub of the resort. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented responses to any requests, always taking the initiative to go above and beyond. Our goal is to provide guests with a personalized experience curated just for them to ensure a unique and unforgettable experience. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning Moments into memories for our guests.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and F&B, Engineering
• Respond to all emails in the Concierge inbox as well as your personal inbox in a timely and professional manner adhering to Forbes timeliness + professionalism standards
• Monitors and responds to guest Kipsu text messages within the Forbes standard time frame (3mins)
• Respond to all incoming calls using proper telephone etiquette
• Properly log and detail all guest bookings in ALICE and always provide a printed itinerary upon arrival in compliance with Forbes standards
• Carefully complete billing procedures daily to ensure revenue is posted for third party vendors such as transportation, florals, etc.
• Will ensure that guest attention is the utmost priority during moments of engagement.
• Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Will consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• Will foster and maintain respectful and professional relationships with hotels third party vendors always remembering you are a direct reflection of the Fairmont Grand Del Mar
• Will never say no to a guest request unless it is illegal, immoral, or unsafe. We should always offer an appropriate alternative instead of saying no.
• Will maintain a thorough knowledge of the hotels offerings included but not limited to: hours of operation, locations, food concepts, menu price range, dress codes, room types, amenities, etc
• Will maintain a thorough knowledge of the San Diego area including but not limited to: attractions, dining options, local events, directions, etcetera
• Anticipates guest needs and providing thoughtful suggestions when appropriate. Asks guests questions in order to better ascertain their needs/wants
• Will ensure you are able to explain in great detail when conveying information on all activities that Fairmont Grand Del Mar has to offer.
• Will not only provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
• Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Must exceed customer expectations at all times and turn moments to memories for our guests.
• Will uphold and demonstrate a commitment to Fairmont’s Value Statement of respect, integrity, teamwork, and empowerment.
• Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Will follow all FH&R and Forbes standards when interacting with guests
• Has outstanding guest services skills, professional presentation and sophisticated communication skills.
• Will be aware of the Hotel’s outlets and hours of operations as well as any changes conveying this information to guests.
• Fully aware of all of the hotel activities including times + dates of availability
• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills
• Will actively seek duties and tasks during slow periods to maximize efficiency.
• Must be able to work independently.
• Ensures the working environment is free of safety hazards and hindrances to avoid any accidents at work.
• Ensuring to report all suspicious persons, packages, vehicles, luggage, and observations to Security.
• Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room.
• Ensure you report all accidents and injuries, regardless of severity, to the Security Department.
• Will attend all trainings as requested.
• Will sign training forms after attendance
• Regular attendance is essential to the successful performance of this position.  Irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Resort.  In addition, attendance is required at all scheduled training sessions and meetings.
• Support environmental initiatives at all times.
• Ensures all guest billing is handled in a timely manner
• Additional responsibilities as assigned by the Director of Guest Experience 

• Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• Previous leadership experience in guest relations preferred.
• Previous PMS experience required.
• Computer literacy in Microsoft Window applications required.
• University/College degree in a related discipline an asset.
• Must possess a professional presentation.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast paced environment.
• 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.

Physical Demands:

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

Wage Information

The hourly rate for this position is $22.51

Commission Opportunities

Enjoy commission potential on eligible sales, including floral arrangements, zoo tickets, and limousine services.

Job Perks & Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. 

What is in it for you: 

• Complimentary Meals: Enjoy hot meals during your shift in our staff cafeteria
• Complimentary on-site parking
• Hotel Discounts: Employee travel program with discounts on room rates at Fairmont & Accor properties world-wide.
• Food, Spa, and Resort Discounts: Employee program with discounts on restaurants, bars and spa services at Fairmont & Accor properties world-wide.
• Career Growth Around the World: Opportunity to develop your talent and grow within Fairmont Grand Del Mar and over 5,700 properties with Accor.
• Training & Development: Learning programs through our Academies designed to sharpen your skills
• Social Responsibility: Ability to make a difference through our Corporate Social Responsibility activities
• Recognition & Rewards: Employees are recognized for outstanding performance through appreciation programs, awards, and exclusive travel and lifestyle perks.
• Meaningful Work: Create memorable experiences for guests while making a positive impact through exceptional hospitality and service.

Health and Retirement Benefits

All full-time employees are eligible for our comprehensive benefits package, which includes:

• Medical, dental, and vision insurance (effective the first of the month following 30 days of employment)
• Eligible single Full-Time employees can enroll in a $0 premium health plan
• Life and disability insurance
• Paid Holidays

All Full-time and Part-time employees are eligible for:

• Vacation and sick leave
• 401(k) retirement plan with matching program
• Employee Assistance Program (EAP)

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

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

Visa Requirements: Applicants must be legally eligible to work the United States.