Job Description

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

Qualifications

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