Concierge Agent

Requirements

• At least 2 years' experience in a similar capacity or in a demanding guest facing role is required; experience in a luxury hotel environment is strongly preferred
• Successful completion of the Bermuda Certified Tourism Ambassador (CTA) program is highly advantageous
• Broad knowledge of Bermuda's culture, history and tourism offerings is required
• Demonstrate superior interpersonal skills and the ability to engage demanding clientele is required
• Demonstrated ability to discern appropriate resolutions to ensure guest satisfaction is required
• Work well under pressure in a fast paced environment with the proven ability to focus attention on guest needs, remaining calm and courteous at all times
• Proven ability to work cohesively as part of a team in a multi-culturally diverse environment
• Demonstrate excellent administrative, written and verbal communication skills
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera, In-Touch, I-Concierge) and MS Office Suite is an asset
• Strong work ethic, highly responsible, reliable and the ability to work shifts, extended hours including evenings, weekends and public holidays is required
• Physical Aspects of Position:
• Include, but are not limited to, the following:
• Standing for long periods of time throughout shift
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere

Benefits

Additional Information

Summary of Responsibilities: Reporting to the Guest Services Manager, responsibilities and essential job functions include, but are not limited to, the following: Consistently offer professional, engaging and proactive guest service a supporting fellow Colleagues Using your engaging and outgoing interpersonal skills, establish positive relationships with guests to increase brand and property loyalty Proactively share information about the Hotel and its history and services in an informative and engaging manner Maintain frequent communications with guests prior to arrival to ensure strong personal connections with the Hotel are established Provide guests with information pertaining to island features such as shopping, dining, nightlife, and sightseeing and recreational activities etc. Assist with any plans or arrangements the guest intends to make during their stay Work closely with other Hotel departments to plan special activities / personalized recognition for guests Demonstrate awareness of groups, events and activities happening in the hotel and direct guests to functions within hotel as required Ensure that the Concierge Desk, as well as the immediate public spaces are tidy and clean at all times Demonstrate Fairmont core values in all interactions Attends and regularly contributes to all shift briefing and department communication meetings Follow and ensure compliance with all corporate, hotel, departmental and safety policies and procedures Participate in hotel committees Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC) Perform any other duties, tasks, and assignments within your department as required

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