Concierge

Company Description

Fairmont San Francisco is located atop Nob Hill at 950 Mason Street. Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions.

Fairmont is proud to be an Equal Opportunity Employer. All your information will be kept confidential according to EEO guidelines. EOE/M/F/D/V.

• Consistently offers professional, engaging and friendly service
• Oversee the Guest Services department including bell, door, and concierge staff
• Conduct regularly scheduled departmental meetings
• Oversee operational, administrative and colleague needs
• Point of contact for high rated and high value guests acting as hotel liaison for guest requests pre‑arrival, in‑house, and post‑departure with the intent of offering tailored experiences and establishing relationships aimed at building loyalty and repeat business
• Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition
• Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays
• Review daily arrivals to ensure appropriate guests are flagged in accordance with the VIP manager’s guidelines
• Review arrivals and VIP reports to ensure all special requirements are met or exceeded
• Review reservations of VIPs, Consortia, and ALL members to ensure traces, comments and profile notes are set‑up successfully
• Develop and maintain strong relationship with other operational departments
• Ensure all Concierge service requests are met pre‑arrival, in‑house, and post‑departure
• Ensure selected VIP rooms are prepared to their liking by warming rooms and adding personal touches
• Meet, greet and escort guests as required
• Take lead in handling guest complaints in a professional and efficient manner, ensuring proper follow‑up, guest recovery and communication with departments
• Actively promotes Fairmont Service Promise behaviors and service culture compliance
• Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
• Additional duties as assigned

Salary Range: $79,000 – $105,000 USD Gross Annually

• Previous leadership experience in a similar position preferred
• Previous guest‑facing experience in a luxury hotel environment preferred
• Experience in a similar front‑of‑house or service‑focused role preferred
• Familiarity with local attractions, dining, events, and transportation options strongly preferred
• Experience handling VIP guests or high‑touch service environments is an asset
• Previous Property Management System experience preferred
• Previous ALICE experience preferred
• Computer literate in Microsoft Window applications preferred
• University/College degree in a related discipline an asset
• Excellent written and verbal interpersonal and communication skills
• Must possess a professional presentation
• Must maintain flexible schedule with possibility to work morning, evening and overnights
• Must be able to work weekends
• Strong interpersonal and problem solving abilities
• Highly organized, results‑oriented with the ability to be flexible and work well under pressure
• Ability to work in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

Must have proof of eligibility to work in the United States.

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

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,

Do what you love, care for the world, dare to challenge the status quo! #BE LIMITLESS

• Entry level

• Full‑time

• Other

• Hospitality