VIP Concierge

at  Fairmont

Company Description
Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It’s the perfect work/life combination.
Job Description

VIP CONCIERGE

First impressions are everything! Are you a hospitality professional seeking an opportunity to advance your current skills and abilities? As a VIP Concierge you will have the opportunity to provide the highest level of personalized service and creating memorable experiences for our VIP guests.

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Minimum 2 year’s previous Hotel experience in Front Office, Guest Services, Concierge or Royal Service
• Les Clefs d’Or membership an asset, or are currently working towards membership
• Exceptional interpersonal and organizational skills; written and verbal communications skills
• Strong guest service orientation and a passion for delivering outstanding service
• Degree or Diploma in Hospitality Management is an asset
• Food & Beverage Experience an asset
• High attention to detail
• Second language is an asset
• Strong guest service orientation and a passion for delivering outstanding service
• Exceptional interpersonal and organizational skills; written and verbal communications skills
• Excellent knowledge of Micros-Opera PROPERTY Manager
• Strong working Knowledge of Microsoft Office Suite
• Ability to work independently and prioritize responsibilities
• Complete knowledge of all hotel’s facilities and tourist attractions/ activities in the Town of Banff
• Clean driving record and Class 5 license

• Reporting to the VIP Concierge Manager, responsibilities and essential job functions include but are not limited to the following:
• Assist in coordinating all phases of the guests stay from pre-arrival, arrival and follow up after departure to ensure the highest level of guest service and a seamless experience is provided
• Assist VIP and high profile guests with preparation of activity itineraries and ground transportation when applicable
• Meet and greet whenever possible, and ensure personal contact at a minimum of once during the guest’s stay
• Empower colleagues to appease any guest service challenges and ensure all guest issues are tracked and followed up on to ensure service recovery
• Must be available for shift work including weekends, mornings, and evenings
• To provide a courteous and professional service at all times, utilizing our Concierge Service Essentials to turn moments into memories for our guests
• To provide accurate and detailed information about dining and lounge areas and all other hotel related services
• To provide accurate and detailed information in regards to our Resort Activity offerings, in addition to assisting with reservations
• To offer assistance to all guests in making reservations and arrangements for dining, activities and tours; for example, horseback riding, limousine services, theatre tickets, sporting events
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Accountability, Excellence and positive employee relations
• To provide correct and accurate information on tourist sites and activities, including being well versed in their individual company policies and procedures
• To assist guests with their various in-house requests through Royal Service Manager
• To assist guests with Dining information and reservations through our Open Table Guest Centre reservation system
• To assist guests with Resort Activity and Spa information and facilitate reservations as requested in UrVenue.
• To assist guests with Golf information and liaise reservations as requested
• To log reservations, create confirmations and itineraries, provide information and be well versed on the ALICE application
• To assist with any special requests the guest may have
• Other duties as assigned
  Qualifications