Concierge, Full-Time

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.

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.

• 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.

Canadian work authorization.

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