Concierge

Fairmont Breakers is a beloved feature of the Long Beach skyline, a historic landmark with a character and soul of its own. Originally opened in the roaring twenties as a lavish hotel on the waterfront, Breakers was a sought-after destination for world-famous stars. Following an extensive renovation, Fairmont Breakers returns as Long Beach's only luxury hotel, restoring one of California's most storied properties to its original grandeur. It offers 185 boutique rooms and suites; a rooftop pool and terrace; an open-air rooftop lounge with views of the Pacific; a blissful two-story spa, wellness and fitness center; dining venues and bars including a live jazz club; and 10,000 square feet of indoor and outdoor function space. Whether exploring the comforts of elevated coastal Italian cuisine in Nettuno or dining among the stars with champagne and caviar in Sky Room, Fairmont Breakers aims to delight all of your senses with artful surroundings and innovative offerings from our culinary team.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark.

The Concierge department is the guest experience hub of the hotel. The expectations of this role are to offer an exceptional, friendly, timely, uncomplicated service-oriented responses to any requests, and always taking the initiative to go above and beyond. Our goal is to provide guests with a personalized experience curated just for them to ensure a unique and unforgettable visit. The Concierge is committed to problem-solving, ownership, guest satisfaction, team work, and to live up to our mission of turning Moments into memories for our guests.

• Consistently offer professional, friendly and engaging service.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Bell, Valet, Housekeeping and F&B, Engineering, and Spa.
• Respond to all emails in the Concierge inbox as well as your personal inbox in a timely and professional manner adhering to the hotel timeliness + professionalism standards
• Monitor and respond to guest text messages within the standard time frame (3mins)
• Respond to all incoming calls using proper telephone etiquette
• Provide correct information about dining and lounge areas, and all other hotel related services.
• Offer fax, postal and courier services to all guests.
• Assist all guests with further travel arrangements and confirmations.
• Offer assistance to all guests in making reservations and arrangements for dining activities and tours, limousine services, theatre tickets, sports events, etc.
• Provide correct and accurate information on tourist sites and activities including being well-versed in their individual company policies and procedures.
• Ensure proper arrangements are made for babysitting services.
• Assist guest with spa information and reservations in Book4Time system.
• Arrange other activities for guests such as golf tee times.
• Properly log and detail all bookings in Alice software and always provide a printed itinerary upon arrival in compliance with standards.
• Create activity itineraries for guests during pre-arrival and during their stay.
• Assist with any special requests the guests may have.
• Carefully complete billing procedures daily to ensure revenue is posted for third party vendors such as transportation, florals, etc.
• Ensure that guest attention is the utmost priority during moments of engagement.
• Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• Foster and maintain respectful and professional relationships with hotel third-party vendors always remembering you are a direct reflection of the company.
• Never say no to a guest without offering an appropriate alternative option, unless it is illegal, immoral, or unsafe.
• Maintain a thorough knowledge of the hotel's offerings included but not limited to: hours of operation, locations, food concepts, menu price range, room types, amenities, etc.
• Maintain a thorough knowledge of the local area including but not limited to: attractions, dining options, local events, directions, etc.
• Anticipate guest needs and provide thoughtful suggestions when appropriate. Ask guests questions in order to better ascertain their needs/wants
• Ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Exceed customer expectations at all times and turn moments to memories for our guests.
• Report for duty punctually wearing the correct uniform and the name badge at all times.
• Maintain an exceptional high standard of personal appearance and hygiene at all times.
• Maintain good working relationships with peers, colleagues, and all other departments.
• Full knowledge of the Hotel's outlets and hours of operations as well as any changes conveying this information to guests.
• Give clear and concise information when communicating to guests, as well as demonstrate empathy & responsiveness when addressing issues and concerns.
• Ensure the work environment is free of safety hazards and hindrances to avoid any accidents at work.
• Ensure all suspicious persons, packages, vehicles, and luggage reported immediately to Security.
• Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room.
• Work various schedules and shifts, including mornings, evenings, weekends, and holidays.
• Other duties as assigned

• High School Diploma required
• University/College degree in a related discipline an asset.
• Diploma in Hotel Management an asset.
• Previous experience in guest relations required.
• One year of experience in front office/concierge in luxury or lifestyle hospitality industry required.
• Extensive knowledge of tourist attractions/activities in the local area.
• Member of Les Clefs d'Or is an asset
• Previous experience with PMS Opera Cloud and Alice Concierge software an asset.
• Excellent work organization - ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• Excellent interaction and communication skills with guests.
• Computer literacy in Microsoft Office applications required.
• Must possess a professional presentation.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable
• Ability to work various shifts
• Ability to work well under pressure in a fast-paced environment.
• 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.
• High attention to detail.
• Must be able to work independently.

What is in it for you:

• Wage:USD $26.00/hour
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor's Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.