Job Description

Company DescriptionFairmont Hotels & Resorts is where the intimate equally coexists with the infinite - an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations - places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless - a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.Fairmont Mumbai is seeking a dynamic and experienced Chief Concierge to join our pre-opening team. As Chief Concierge, you will play a pivotal role in creating unparalleled guest experiences by leading our Concierge team in providing exceptional service and personalized recommendations to our guests.Key Responsibilities:

• Lead and manage the Concierge team to ensure exceptional guest service delivery and guest satisfaction.
• Develop and implement standard operating procedures for the Concierge department, ensuring consistency in service delivery.
• Maintain a deep knowledge of local attractions, restaurants, transportation options, and other points of interest to provide personalized recommendations and assistance to guests.
• Handle guest inquiries, requests, and complaints promptly and professionally, ensuring resolution to the guest's satisfaction.
• Build and maintain strong relationships with local businesses and service providers to enhance the guest experience and secure special arrangements or services for guests.
• Oversee the Concierge desk operations, including staffing, scheduling, and training to ensure high performance and efficiency.
• Monitor and maintain guest service standards, continuously seeking opportunities for improvement and innovation.
• Collaborate with other departments, such as Front Office, Sales, and Food & Beverage, to coordinate guest services and enhance the overall guest experience.
• Stay updated on industry trends, technologies, and best practices in guest services and incorporate them into the department's operations as appropriate.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 5 years of experience in a similar role, preferably in a luxury hotel environment.
• Strong leadership and managerial skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with guests and colleagues.
• Deep knowledge of local attractions, amenities, and services, with a passion for delivering personalized guest experiences.
• Proven problem-solving skills and ability to handle difficult situations with tact and diplomacy.
• Strong organizational and multitasking abilities, with attention to detail and a commitment to excellence.
• Proficiency in relevant computer applications, including MS Office and hotel management systems.
• Certification from Les Clefs d\'Or or equivalent preferred.

Additional InformationOur commitment to Diversity & Inclusion:We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

Fairmont