Guest Experience Concierge

Manor, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $15.25 - $19.75

Work Schedule

Standard Hours

Day Shifts

Benefits

Paid Time Off

Medical insurance

Dental Insurance

Vision Insurance

401k

complimentary shift meal

Employee benefit card

Learning programs

educational assistance

Job Description

Fairmont Austin is the largest luxury hotel property in Austin, offering an impressive 1,048 guestrooms and suites alongside more than 140,000 square feet of flexible meeting and event space. This prestigious hotel is located in one of the fastest-growing markets in the United States, making it a prime destination for both business and leisure travelers alike. Guests experience world-class amenities, exceptional service, and a range of sophisticated facilities, which position Fairmont Austin as a top choice for visitors seeking luxury accommodations and premier event hosting capabilities. As part of the globally renowned Fairmont Hotels & Resorts network, which includes 90 spectacular properties and 34 more in development across 30 countries, Fairmont Austin embodies an international commitment to excellence and guest satisfaction. Properties within this esteemed collection range from the tropical beaches of Hawaii and the pristine national parks of Canada to the cultural hubs of London and the exotic deserts of the United Arab Emirates, offering diverse and luxurious experiences worldwide.

The role available at Fairmont Austin is a pivotal position within the Guest Experience and Loyalty department, reporting directly to the Manager of Loyalty & Guest Experience. This role offers the opportunity to work with one of the most innovative and passionate hotel teams, ensuring that every guest experience is seamless, memorable, and reflective of Forbes Travel Guide standards. The successful candidate will be responsible for delivering professional, engaging, and friendly service to guests, handling inquiries, special requests, and creating meaningful itineraries to enhance guests' stays. Key responsibilities include maintaining comprehensive knowledge of the hotel’s features, services, local attractions, dining options, and amenities to assist guests effectively. Beyond face-to-face interactions, this position also involves supporting the guest experience through managing online reviews and contributing to daily operational reports. Candidates must be adaptable, able to work efficiently in a high-pressure environment, and maintain professionalism while representing Fairmont Austin and its values. This role emphasizes teamwork, communication skills, and a deep commitment to guest satisfaction. Employees are encouraged to participate in the hotel's corporate social responsibility initiatives such as sustainability efforts, reflecting Fairmont's dedication to making a positive impact on both guests and the community.

Job Requirements

Previous customer related experience an asset
Able to effectively communicate English in both written and oral forms
Ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts
Excellent working knowledge of Microsoft Office (Word, Excel and PowerPoint)
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Physical ability to frequently stand and walk throughout shifts
Ability to occasionally kneel, push, pull, lift and ascend or descend ladders, stairs and ramps

Job Qualifications

Previous hotel experience is an asset
Exceptional customer service skills
Able to effectively communicate English in both written and oral forms
Demonstrate the ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts
Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Multi-lingual strongly preferred

Job Duties

Consistently offers professional, engaging and friendly service in accordance with Forbes Travel Guide standards
Provides information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special arrangements or services in an efficient, professional and warm manner
Maintains complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, amenities, local events, attractions, holiday schedules
Assist guests with any plans or arrangements they require
Assist guests regarding hotel facilities in an informative and helpful way
Support Guest Experience department in managing online responses to reviews from all sources
Contributes to the preparation of the Daily Report
Attends regularly scheduled Front of the House staff meetings
Ability to work in a fast-paced, busy, and sometimes stressful environment while dealing effectively with guests, management, team members, and outside contacts
Perform a variety of Concierge, Loyalty, & Guest Experience tasks
Ability to work under pressure and meet deadlines is of high importance
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned
Maintains the Code of Ethics while behaving in a professional and kind manner at all times while representing Fairmont Austin, the Concierge Department and the profession of the Concierge