Club Attendant

Job Description

The Club Concierge is responsible for delivering an elevated, personalized, and seamless experience for guests utilizing The Club. Serving as a trusted point of contact throughout the guest journey, the Club Concierge combines refined concierge expertise, personalized guest service, and elevated food and beverage service to create memorable experiences that reflect the luxury standards of Fairmont New Orleans.

The Club Concierge will anticipate guest needs, maintain detailed knowledge of guest preferences and hotel offerings, coordinate with multiple departments, and provide thoughtful recommendations and personalized assistance. This role requires exceptional communication skills, discretion, attention to detail, and a genuine passion for creating meaningful guest experiences.

Guest Experience & Front Desk Operations

• Provide a warm, personalized welcome and departure experience for all Club guests.
• Manage check-in and check-out processes efficiently and accurately, following Fairmont service standards.
• Maintain detailed knowledge of guest preferences, profiles, and special requests to anticipate needs and elevate the guest experience.
• Facilitate pre-arrival planning and post-departure follow-ups to ensure a complete and personalized guest journey.
• Promote Club benefits and hotel amenities while identifying appropriate opportunities to enhance the guest experience through room upgrades, packages, dining, and other experiences.
• Coordinate with Housekeeping and Lounge teams to ensure room readiness, guest requests, special arrangements, and seamless service.
• Handle guest inquiries, issues, and service recovery with empathy, discretion, and solutions-focused communication.
• Respond promptly to guest calls, messages, and emails, ensuring timely and professional follow-up.
• Maintain accurate guest records, preferences, requests, and follow-up information.

• Concierge Services & VIP Expertise

• Serve as a knowledgeable and trusted resource for Club guests throughout their stay.
• Offer curated recommendations for dining, recreation, spa, entertainment, shopping, cultural experiences, and local attractions tailored to individual guest preferences.
• Make restaurant reservations, book experiences, and assist with transportation, excursions, entertainment, and special requests.
• Arrange personalized amenities, celebrations, special occasions, and VIP experiences in coordination with appropriate hotel departments.
• Maintain comprehensive knowledge of Fairmont New Orleans services, amenities, dining outlets, events, and offerings.
• Maintain up-to-date knowledge of New Orleans attractions, restaurants, entertainment, culture, and local experiences to provide thoughtful and authentic recommendations.
• Anticipate guest needs and proactively identify opportunities to exceed expectations.
• Build and maintain strong relationships with guests while recognizing returning guests and their preferences.
• Exercise the highest level of discretion when handling confidential guest information and VIP requests.

• Guest Communication & Coordination

• Collaborate with Food & Beverage, Front Office, Housekeeping, Engineering, Leisure and Recreation, Sales, Events, and other departments to deliver a seamless guest experience.
• Communicate guest preferences, requests, and special arrangements accurately and effectively.
• Follow up with departments and vendors to ensure guest requests are completed within established service standards.
• Communicate changes, special circumstances, and VIP requirements to leadership and relevant departments.
• Monitor guest feedback, take corrective action as needed, and maintain accurate records to support continuous improvement.
• Handle service recovery situations professionally and escalate concerns to management when appropriate.

• Club Lounge & Food and Beverage Service

• Deliver refined food and beverage service while providing knowledgeable recommendations on Club selections.
• Demonstrate comprehensive knowledge of menu items, beverage offerings, wine selections, and Club amenities.
• Assist with the setup, presentation, replenishment, and breakdown of Club food and beverage offerings.
• Clear, reset, and maintain tables efficiently while maintaining poise, professionalism, and attention to detail.
• Monitor food and beverage presentation and availability throughout service periods.
• Maintain appropriate levels of china, glassware, silverware, linens, beverages, and other service items.
• Ensure the Club Lounge and concierge areas are organized, welcoming, clean, and reflective of Fairmont's luxury standards.
• Maintain a high level of cleanliness and organization throughout Club.
• Follow all food safety, sanitation, health, and safety standards.
• Communicate guest preferences and dietary requirements to the appropriate Food & Beverage team members.

• Operational Excellence & Standards

• Consistently uphold Fairmont's luxury service standards and brand expectations.
• Follow all established Club operating procedures and service standards.
• Follow all safety, security, emergency, and loss-prevention procedures to protect guests, colleagues, and hotel assets.
• Maintain confidentiality of guest information, hotel operations, and proprietary information.
• Ensure all guest-facing areas are maintained to the highest standards of cleanliness, organization, and presentation.
• Assist with special events, VIP arrivals, group experiences, and other hotel initiatives as directed.
• Maintain accurate records and complete required administrative tasks in a timely manner.
• Identify opportunities to improve processes and enhance the Club guest experience.
• Participate in training and development opportunities to continuously improve product knowledge and service expertise.
• Perform all other duties as assigned by management.

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 abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Experience

• Previous experience in luxury hotels, resorts, private clubs, fine dining, concierge services, or another high-end guest service environment preferred.
• Experience in a guest-facing hospitality position with demonstrated success providing personalized service preferred.
• Previous Food & Beverage experience is strongly preferred.
• Experience working with VIP guests or in a luxury lounge environment is an asset.

Education

• High school diploma or equivalent required.
• Hospitality, tourism, business, or related education is an asset.

Competencies, Knowledge & Skills

• Exceptional verbal and written communication skills.
• Strong interpersonal and relationship-building skills.
• Excellent attention to detail and organizational abilities.
• Ability to anticipate guest needs and provide personalized solutions.
• Strong knowledge of luxury hospitality service standards.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving and service recovery skills.
• Ability to maintain composure and professionalism under pressure.
• Proficiency with hotel systems and technology.
• Knowledge of New Orleans dining, entertainment, culture, and attractions is highly desirable.
• Strong food and beverage knowledge, including menu and wine selections, is preferred.

Personal Attributes, Culture & Values

• Demonstrates genuine warmth, hospitality, and a passion for creating memorable guest experiences.
• Maintains a polished, professional, and approachable demeanor.
• Demonstrates discretion and sound judgment when handling sensitive guest information.
• Consistently demonstrates integrity, accountability, and professionalism.
• Embraces teamwork and collaborates effectively with colleagues across the hotel.
• Demonstrates cultural awareness and appreciation for the unique character and spirit of New Orleans.
• Takes ownership of guest requests and follows through to completion.
• Demonstrates flexibility and adaptability in a dynamic pre-opening and hotel environment.
• Embodies Fairmont's commitment to genuine care, personalized service, and exceptional hospitality.

Additional Information

What will you bring to this role?

• 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
• Create an environment where colleagues are empowered, supported and recognized
• Drive top performance to achieve exceptional results

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. In addition to being part of a world-class luxury hospitality brand, team members enjoy a comprehensive benefits package designed to support their health, well-being, and financial future, including:

• Medical, Dental, and Vision Insurance
• Paid Time Off and Holiday Pay
• 401(k) Retirement Savings Plan
• Employee Assistance Program (EAP)
• Colleague Dining Program
• Career Growth and Development Opportunities
• Recognition and Rewards Programs

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.

Diversity & Inclusion

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

All your information will be kept confidential according to EEO guidelines.