Job at a glance
We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Fairmont Gold Concierge. The Fairmont Gold Concierge reports to the Fairmont Gold Manager and is responsible for delivering an elevated, personalized "hotel-within-a-hotel" experience for Fairmont Gold guests. This role combines front desk operations, concierge support, and VIP guest care to ensure each Fairmont Gold guest feels welcomed, valued, and fully supported throughout their stay.
Key Responsibilities Guest Experience & Front Desk Operations Provide a warm, personalized welcome and departure experience for all Fairmont Gold guests. Manage check-in and check-out processes efficiently and accurately, following Fairmont Gold standards. Maintain detailed knowledge of guest preferences, profiles, and special requests to anticipate needs and elevate the experience. Coordinate with Housekeeping and Lounge teams to ensure room readiness, guest requests, and seamless service.
Handle guest inquiries, issues, and service recovery with empathy, discretion, and solutions-focused communication. Concierge Services & VIP Expertise Offer curated recommendations for dining, recreation, spa, golf, and local attractions tailored to guest preferences. Make reservations, book experiences, and assist with transportation, excursions, or special requests. Facilitate pre-arrival planning and post-departure follow-ups to ensure a complete, personalized guest experience.
Promote Fairmont Gold benefits, upselling room categories, packages, or experiences when appropriate. Guest Communication & Coordination Respond promptly to guest calls, messages, and emails, ensuring timely and professional follow-up. Collaborate with Food & Beverage, Leisure & Recreation, and other departments to deliver a seamless Fairmont Gold experience. Maintain up-to-date knowledge of hotel services, amenities, and local attractions to enhance recommendations and guest satisfaction.
Operational Excellence & Standards Deliver refined food and beverage service while sharing knowledgeable recommendations on the F&B selections Demonstrate comprehensive knowledge of menu items, wine selections, and Fairmont Gold offerings Clear, reset, and maintain tables efficiently while maintaining poise and professionalism Ensure the Fairmont Gold Lounge, and concierge areas are organized, welcoming, and reflective of luxury standards.
Follow all safety, security, and emergency procedures to protect guests and colleagues. Monitor guest feedback, take corrective action as needed, and maintain accurate records to support continuous improvement. All other duties as assigned To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: · Experience Minimum 2+ year of customer service experience in luxury hospitality or concierge roles. Previous front desk, concierge, or Gold/club lounge experience preferred. Education High school diploma or equivalent required; post-secondary education in Hospitality preferred. Competencies, Knowledge & Skills Exceptional interpersonal, communication, and empathy skills - able to anticipate guest needs and respond thoughtfully.
Ability to multitask and remain composed in a fast-paced, high-touch environment. Professional, composed, and guest-focused demeanor. Proficient in PMS, POS, and communication systems; additional languages are an asset. Flexible to work nights, weekends, and holidays. Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe.
Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. Abou