Head Concierge

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

The Head Concierge leads the Concierge team in delivering personalized and anticipatory guest services. This position plays a key role in curating guest experiences, managing transportation arrangements, and maintaining strong relationships with local partners. The Head Concierge ensures a seamless and luxurious guest journey from arrival to departure.

Responsibilities

Guest Service & Experience

• Welcome guests with warmth and professionalism, ensuring their needs are met throughout their stay
• Provide accurate information and thoughtful recommendations on local attractions, restaurants, cultural experiences
• Coordinate special requests such as dining reservations, tickets, limousine service, and personal shopping
• Ensure VIP guests and repeat guests receive tailored experiences and personalized attention

Transportation & Logistics

• Oversee and coordinate all guest transportation services, including airport transfers, limousine bookings, car rentals, and third-party arrangements
• Maintain accurate records of all transportation bookings and schedules
• Ensure punctuality, cleanliness, and quality of all vehicles used for guest service
• Liaise with drivers, external providers, and internal departments to ensure timely and smooth execution

Leadership & Team Management

• Lead, train, and schedule the Concierge, Bell, and Door teams
• Conduct daily briefings and ensure staff are well-informed about hotel events, VIPs, and local happenings
• Uphold brand standards in all guest interactions
• Foster a culture of service excellence and teamwork

Coordination & Communication

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• Work closely with Front Desk, Guest Relations, and Club Lounge to ensure a seamless guest experience
• Maintain strong relations with external vendors, tour companies, restaurants, and local authorities
• Handle guest complaints or issues related to transportation or concierge services promptly and professionally

Administration & Reporting

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• Maintain the Concierge Desk manual, transportation rate sheets, and local directories.
• Prepare reports on guest requests, service usage, and feedback.
• Monitor inventory of concierge supplies, including maps, brochures, and welcome cards.

Knowledge and Experience

• Diploma or degree in Hospitality Management or related field
• Minimum 3–4 years of experience in a luxury hotel concierge role, with at least 1–2 years in a leadership position
• Member of Les Clefs d’Or is a strong asset
• Excellent knowledge of local area, culture, and key guest interests
• Fluent in English; both in verbal and written
• Flexible working shifts, weekends, and holidays as required

Competencies

• Guest-oriented and customer focus service minded
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to handle multiple priorities
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment