Concierge

Reporting to the Guest Experience Manager, the Concierge Manager, responsibilities and essential job functions include but are not limited to the following: 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 establish 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 flag in accordance with the VIP managers 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