Gold Concierge

Job Description

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 

Qualifications

What will you bring to this role?

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. 

Personal Attributes, Cultures & Values 

• Embrace the Fairmont brand promise and luxury in your role and in all your interactions. 

• Foster an inclusive environment where every individual feels valued and respected 

Additional Information

Employee Benefits:

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

What’s in it for you?

As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy:

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Start your journey with us today and explore the possibilities! #BeLimitless

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging: We celebrate our differences. We support each other and we always stand together.

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity: We build trust through mutual respect and being authentic.

Your team and working environment:

Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry.  Our mission is to turn moments into memories for our Guests.  An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.

Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.

Our commitment to Diversity & Inclusion:

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.