VIP Concierge - Casual - Jobs in Greater Vancouver

Job Description

Job DescriptionWhy work for Fairmont Pacific Rim

• Complimentary meal through our Colleague Dining Program
• A competitive rate of $30.25 per hour
• Exclusive access to the Pacific Northwest Foodamp; Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Distinctly West Coast, the hotel delivers unique experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of elevating the art, music and fashion programming in the city
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities with national and international promotion opportunities. The sky is your limit

What you will be doing:

• Uphold the highest standard of customer service by demonstrating and applying Forbes 5 Star service standards at all times
• Work closely with Front Office and Fairmont Gold team to create memorable and luxurious experiences for VIP guests
• Handle guest concerns effectively and efficiently, while ensuring proper logging and follow-up is conducted
• Review all VIP Reservations to ensure accuracy
• Provide exceptional concierge duties such as external city reservations
• Assist with food and beverage services in executive lounge
• Take ownership of the VIP and Fairmont Gold guests’ experience to ensure all standards and operating procedures are adhered too
• Review all VIP and Fairmont Gold reservations to ensure requests are met. Assign guest rooms to best meet guest needs and preferences, while monitoring inventory to assist maximizing revenue
• Develop and maintain strong guest relationships to ensure guest loyalty
• Create bespoke experiences for the VIP and Fairmont Gold guest
• Develop and maintain strong guest relationship to ensure guest’s loyalty
• Consistently deliver gracious, thoughtful and personalized service in every guest interaction
• Liaise with other departments to ensure a smooth management of operations, maintaining a close relationship with Housekeeping, Front Desk, Royal Service and Guest Services to facilitate VIPand Fairmont Gold guests’ arrival
• Participate in resolving guest concerns. Ability to identify, empathize and own appeasement of any guest concerns both in person and in writing
• Stay up to date on local Vancouver concierge information. Have an extensive knowledge regarding Vancouver attractions, restaurants and surrounding areas
• Assist with any plans or arrangements the guest intends to make during their stay
• Assist guests regarding hotel facilities in an informative and helpful way
• Co-ordinate guest experiences efficiently and accurately via phone, email, text, in person or with other departments utilizing Alice reservation software
• Operate Property management system for all transactions ensuring all guest folio’s are accurate
• Utilize corporate customer service management applications
• Responsible for inventory management and liaising with housekeeping coordinator
• Maintain thorough knowledge about all aspects of the hotel facilities as well as policies and procedures
• Ensure the highest possible revenues are generated for VIP and Fairmont Gold team, working with the Front Office team on daily upsell programs
• Ensure the lobby is in peak condition at all times by actively circulating and reporting/entering work orders promptly
• Adhere to hotel emergency procedures and safety standards to maintain a safe work environment
• Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations
• Complies with Fairmont Hotelsamp; Resorts policies, procedures and code of ethics
• Performs any and all other tasks which are assigned by leaders and support the leadership team with daily assigned tasks and operations
• Perform any and all other tasks and duties within Front Office department