Fairmont Gold Concierge

About the role

Fairmont Southampton, Bermuda's largest resort, is looking for a Fairmont Gold Concierge who reports to the Fairmont Gold Manager. The role delivers an elevated, personalized "hotel-within-a-hotel" experience for Fairmont Gold guests, combining front desk operations, concierge support and VIP guest care so each guest feels welcomed, valued and supported throughout their stay.

Key responsibilities

• Welcome and depart guests personally and manage check-in and check-out to Fairmont Gold standards, keeping detailed notes on guest preferences and requests
• Work with Housekeeping and the Lounge to ensure rooms are ready and requests are handled smoothly
• Handle guest inquiries, issues and service recovery with empathy and discretion
• Recommend dining, recreation, spa, golf and local attractions, make reservations, book experiences and help with transport and excursions
• Support pre-arrival planning and post-departure follow-up, and promote Fairmont Gold benefits and upsell when appropriate
• Respond quickly to guest calls, messages and emails and collaborate with Food & Beverage, Leisure & Recreation and other departments
• Deliver refined food and beverage service, share menu and wine knowledge, and keep the lounge and concierge areas tidy and welcoming
• Follow safety, security and emergency procedures, monitor guest feedback and keep accurate records

Required profile

• At least 2 years of customer service experience in luxury hospitality or concierge roles; previous front desk, concierge or Gold/club lounge experience preferred
• High school diploma or equivalent; post-secondary education in hospitality preferred
• Ability to multitask and stay calm in a fast-paced, high-touch environment, and flexibility to work nights, weekends and holidays

Required skills

• Excellent interpersonal, communication and empathy skills
• Proficiency in PMS and POS systems; additional languages are an asset

What we offer

• Complimentary upgrades, extended stays and discounted stays across Fairmont and Raffles properties, plus dining and wellness discounts
• Growth opportunities, mentorship and international mobility within Accor
• Health insurance, retirement savings plans and wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio

Candidates apply online; shortly after applying they receive an email from the assessment partner asking them to complete a profile and questionnaire, which is mandatory for consideration.