Concierge

Company Description

Breathe deeply, dream wildly, and discover a soulful sanctuary where finding yourself comes naturally. Magic sits around every corner and within every conversation. It enchants through the charm of Los Penasquitos Canyon and the sunshine of San Diego. It's where classic meets cool, the fine unwinds into fun, and inspiration leads to immersion.

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in nature, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa and offers two dozen weekly outdoor activities across the 400 acres of dramatic canyon scenery including yoga, meditation and archery. The Grand includes six different dining venues, including San Diego's only three-Michelin starred restaurant, Addison.

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego.

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities. The sky is your limit.
• Rate of Pay: $21.85/hour USD

The Concierge department is the guest experience hub of the resort. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented responses to any requests, always taking the initiative to go above and beyond. Our goal is to provide guests with a personalized experience curated just for them to ensure a unique and unforgettable experience. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning Moments into memories for our guests.

• Consistently offer professional, friendly and engaging service.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and F&B, Engineering
• Respond to all emails in the Concierge inbox as well as your personal inbox in a timely and professional manner adhering to Forbes timeliness + professionalism standards
• Monitors and responses to guest Kipsu text messages within the Forbes standard time frame (3mins)
• Respond to all incoming calls using proper telephone etiquette
• Properly log and detail all guest bookings in ALICE and always provide a printed itinerary upon arrival in compliance with Forbes standards
• Carefully complete billing procedures daily to ensure revenue is posted for third party vendors such as transportation, florals, etc.
• Will ensure that guest attention is the utmost priority during moments of engagement.
• Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Will consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• Will foster and maintain respectful and professional relationships with hotels third party vendors always remembering you are a direct reflection of the Fairmont Grand Del Mar
• Will never say no to a guest request unless it is illegal, immoral, or unsafe. We should always offer an appropriate alternative instead of saying no.
• Will maintain a thorough knowledge of the hotels offerings included but not limited to: hours of operation, locations, food concepts, menu price range, dress codes, room types, amenities, etc
• Will maintain a thorough knowledge of the San Diego area including but not limited to: attractions, dining options, local events, directions, etcetera
• Anticipates guest needs and providing thoughtful suggestions when appropriate. Asks guests questions in order to better ascertain their needs/wants
• Will ensure you are able to explain in great detail when conveying information on all activities that Fairmont Grand Del Mar has to offer.
• Will not only provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
• Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Must exceed customer expectations at all times and turn moments to memories for our guests.
• Will uphold and demonstrate a commitment to Fairmont's Value Statement of respect, integrity, teamwork, and empowerment.
• Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel's grooming standards for their scheduled shift.
• Will follow all FH&R and Forbes standards when interacting with guests
• Has outstanding guest services skills, professional presentation and sophisticated communication skills.
• Will be…