Concierge

Job Description

The Concierge will ensure timely and seamless service when dealing with guest requests and will anticipate our Guests’ needs and make informed suggestions to ensure they have a truly memorable stay

What you will be doing:

• Consistently offer professional, friendly and engaging service
• Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form
• Will Act as an ambassador for the hotel and will assist guests with any reasonable request when approached in the lobby
• Maintain open lines of communication with all other hotel departments, especially the Front Desk, Housekeeping, Royal Service, Fairmont Gold, and Guest Services department
• Maintain cleanliness, safety and order in all of his/her work areas and reports any deficiencies to Supervisor
• Assist in the cleanliness of the lobby and front drive areas at all times
• Establish and maintain effective working relationships with all associates
• Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards
• Maintain consistent adherence to Fairmont Century Plaza Guest Service Standards
• Work varied shifts, including weekends and holidays
• Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts
• Maintains complete knowledge of all CPZ features, services attractions, amenities, locations and hours of operation; all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance; all hotel room types, numbers/names, amenities, local events, attractions, holiday schedules
• Provide a service or assistance to meet the needs of a guest, client or customer based on information keyed, gathered, studied, processed or reviewed
• Possess skills to expedite clerical processing, perform a service, evaluate information, and take action based upon information to complete a task or assignment or activity
• Anticipates guest’s needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Receive complaints (guest or internal) and resolve matters in a timely manner
• Maintains positive guest relations at all times by resolving complaints and ensuring guest satisfaction by both guests and colleagues alike
• Complete tasks in a timely manner with minimal supervision by management
• Maintains Concierge code of ethics and behaving in a professional and kind manner at all times while representing Fairmont Century Plaza, the Concierge Department and the profession of Concierge
• Maintains complete knowledge of and comply with all departmental policies/service procedures/standards
• Meet departmental standards
• Works in an appropriate non-hazardous manner avoiding self-injury and unsafe work methods
• Comply with policies and procedures of the department or section in order to complete service satisfactorily
• Be familiar with department’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• Adhere to local and externally relevant health and safety laws and policies
• Other duties as assigned by Management

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
• Pay Rate: $34.92 per hour 

Qualifications

• Previous customer related experience preferred
• Strong interpersonal and problem-solving abilities
• Highly responsible and reliable
• Self-motivated and energetic
• Must possess a professional presentation
• Good knowledge of Microsoft Office or equivalent software
• Previous experience with Alice and Opera an asset
• Exceptional communication skills and be able to work in a high volume luxury property
• Provides information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special arrangements or services in an efficient, professional, creative and warm manner
• Ability to work well under pressure in a fast-paced environment
• Maintaining the proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
• Must be able to address stressful situations with guests with dignity and the utmost tact and politeness
• Must be able to follow instructions, work well independently, work well with others and communicate effectively
• Outstanding organizational skills
• Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods
• High school diploma or previous experience an asset
• Customer service experience
• Demonstrated organizational skills
• Fluent spoken and written English
• Second language an asset
• Basic math- ability to add, subtract, multiply, and divide
• Ability to be observant with meticulous attention to detail
• Ability to follow instruction and work quickly and thoroughly
• Ability to think through situations in a rational manner while under pressure
• Clear thinking on their feet, able to work under pressure
• Ability to prioritize multiple demanding tasks
• Staying calm when assisting a guest in emergency situations, and knowing what questions to ask
• Ability to walk and stand for up to 8 hours a day
• Heavy lifting and active movement (i.e.: bending and running, lifting up to 50 pounds)
• Occasional kneeling, pushing, pulling and lifting
• Ability to ascend and descend stairs safely

Additional Information

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements:  Must provide proof of eligibility to be employed in the United States of America.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

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