Concierge

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Position Summary

The Concierge at a Fairmont Managed property are required to ensure timely and seamless service when dealing with guest requests, providing proactive, knowledgeable and engaged service to all guests. Your ability to anticipate guest needs and make informed suggestions will ensure they have a truly memorable stay and return in the near future. 

Guest Experience

• Ensure that every guest's arrival is marked by a warm and personalized welcome. Always greet guests by name and offer a refreshing welcome beverage to set a positive tone for their stay.
• Be aware of VIP visitors and long-standing guests, offering them a polite and courteous personal service from the start to the end of their stay.
• Designing guest itineraries according to a 5 star standard by going over and beyond what is expected of you to ensure every guest feels valued and that their expectations are exceeded.
• Tailor each guest's experience to their preferences and requirements. Use guest information and history to provide personalized recommendations and anticipate their needs during their stay.
• Accurate and timeous reporting of all glitches and the implementation of a recovery plan to turn around the guest experience
• Pay attention to detail when fulfilling guest requests, from arranging transportation to booking reservations. Ensure that each aspect of the guest's experience is flawlessly executed.

Key Responsibilities and Duties

• Gather, summarize, and provide information to guests about the property and the surrounding areas. The Concierge is expected to be an EXPERT of the local area.
• Answer telephonic calls within 3 rings and assist guests with bookings, special requests, questions, or concerns.  
• Being an efficient link between the guests and other departments of the hotel. Seamless and accurate communication of all guest requirements to all departments.
•  Consistent follow-up to completion of guest request internal and external. 
• Establish and maintain relationships with suppliers and restaurants in order to facilitate and exceed guest expectations.
• Maintaining relationships are also required in order to arrange Educational’ s and attend site inspections so that all Front of House members are able to recommend from first-hand experience.  
• Respond to concierge emails within Fairmont and Leading Hotels of the World standards within the required time frame of 12 hours. 
• Ability to think out of the “box”. Guests rely on your expertise and experience to ensure their stay is nothing short of amazing.
• Advise and assist guests in booking Fairmont recommended restaurants, tours and activities.
• Every Concierge member will have the responsibility of a designated portfolio in order to ensure every aspect of Cape Town is covered and templates are created to provide exceptional service.
• Recording guest feedback on tours and restaurants in Cape Town to ensure all recommended restaurants and tours are within a 5-star requirement.
• Maintain good relationships with other Concierge members in the city to promote Cape Town as the destination to visit when coming to South Africa.
• Ensuring the Concierge desk and back office areas are always clean and tidy.
• Be familiar with the hotel preferred courier company, restrictions and their costs to best assist guests with shipping enquiries.
• Continuously update guest information and preferences on Opera Cloud.
• Accurate and timeous reporting of all ‘glitches’.
• Assisting with Group and Individual Arrivals. 
• Assisting in training of new staff and attends all training workshops when required.
• Takes responsibility for own learning and development
• Maintains the high 5-star standard of service, appearance and social skills set according to the company policy.
• Is familiar with all hotel policies and procedures as well as checklists related to the position.
• Use experience with guests, their feedback and requirements to formulate innovative service ideas to department management to continuously improve the standard of service if need be.
• Curating Fairmont specific tours to enhance guest experiences making the hotel unique in providing “a little more”.

Financial Attributes

• Promoting all revenue outlets of the hotel.
• Drive Revenue for the hotel vehicle by setting reasonable targets to be achieved and continuous follow through to ensure the targets are met
• Assist in driving the ALL – Loyalty programme
• Ensure that all charges and expenses incurred by guests are accurately recorded and billed in accordance with hotel policies and procedures.
• Identify opportunities to generate revenue through guest services, such as promoting paid experiences, tours, and additional services provided by the hotel.
• Adhere to departmental budgets and financial guidelines, ensuring that expenses are within approved limits and justified by guest needs.
• Identify opportunities for upselling and cross-selling hotel services, amenities, and experiences to enhance guest satisfaction and increase revenue

Job Requirements and Qualifications:

• Grade 12 or equivalent.
• A Hospitality Management qualification is a strong recommendation.
• Experience in the Front of House department of the hospitality industry, specifically in Concierge or Guest Relations.
• Experienced in Property Management Systems, i.e. Opera Cloud, MS word, Excel, Outlook and PowerPoint.
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues).
• Demonstrates proficiency in English (Verbal, Written, Reading).
• Conversational proficiency on another language is an advantage.
• Excellent organizational and planning skills.
• Strong ability to work under pressure.
• Positive Attitude and a good sense of humour
• Enjoy anticipating and exceeding guest expectations.

Competencies

• Empathetic personality and a good ability to read body language.
• Quality orientation; persuading and influencing
• Relating and networking
• Motivated to continuous learning
• Entrepreneurial and commercial thinking
• Creating and innovating
• Contributing to team success
• Good interpersonal and guest relations skills

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.