Concierge (May Start)

As a Concierge at the Fairmont Heritage Place, your responsibilities include assisting guests with lodge facilities in a helpful and informative manner, greeting them in a friendly way, and personalizing their stay. You’ll act as an ambassador for the lodge, ensuring all guest requests are handled seamlessly while addressing any concerns that may arise. Additionally, performing basic bartending functions when needed might be part of your role.

To excel as a Concierge at Fairmont Heritage Place, you need strong interpersonal and problem-solving skills. You should be able to maintain composure under pressure while having excellent communication abilities. Team collaboration is essential, and being computer literate with prior experience in property management systems is advantageous. A flexible schedule and a professional presentation are also important in this dynamic environment.

At Fairmont Heritage Place, you can expect a tight-knit and inclusive work culture. The team values detail-oriented work and collaboration, with supportive colleagues who are committed to teamwork. You'll find a place that not only encourages professional growth but also promotes a balance between work and leisure, allowing you to enjoy the surrounding natural beauty of Telluride.

Unfortunately, Fairmont Heritage Place does not provide employee housing for the Concierge position. Therefore, candidates should consider their living arrangements in Telluride before applying, ensuring they have a suitable place to stay during their seasonal employment.

Fairmont Heritage Place offers extensive opportunities for career growth. By joining the team as a Concierge, you can participate in learning programs through their Academies, develop your skills further, and explore potential growth within the property or across the globe within the Accor network.

To create a positive experience for guests at Fairmont Heritage Place, I would focus on active listening to understand their needs, provide personalized service by anticipating requests, and maintain a friendly demeanor at all times. Additionally, staying knowledgeable about lodge amenities and local attractions will empower me to offer valuable recommendations.

In a previous role, I dealt with a situation where a guest had a booking mix-up. I calmly listened to their concerns, took immediate action to resolve the issue, and offered complimentary drinks while we sorted it out. By staying composed and taking ownership, the guest left happy and appreciative of the attentive service.

The most important quality for a Concierge is the ability to anticipate guest needs. Being proactive rather than reactive allows you to provide exceptional service and create memorable experiences, ensuring guests feel valued throughout their stay.

During busy times, I prioritize tasks by assessing urgency and impact on guest satisfaction. I start by addressing immediate guest concerns, delegating when possible, and remaining organized to manage my time effectively. Maintaining communication with the team ensures we work efficiently together.

When handling a guest complaint, I'd first listen carefully to understand their concerns without interrupting. I would empathize with their situation, apologize for any inconvenience, and reassure them that I will work to resolve the issue promptly. Providing a follow-up to ensure their satisfaction signifies that I genuinely care.

Building rapport with guests starts with a warm greeting and maintaining eye contact. I strive to learn their names and preferences, follow up on previous conversations, and personalize interactions based on their interests. I believe in being genuinely interested in their experiences to foster a connection.

As a Concierge, I believe collaboration is essential for success. My approach involves open communication with team members, sharing insights on guest preferences, and working together to ensure seamless service. Having a supportive, cohesive team enhances the overall guest experience.

One time, a guest mentioned they were celebrating an anniversary. I surprised them with a handwritten note and arranged for a complimentary dessert at the restaurant. They were thrilled, and it turned a simple stay into a memorable experience, showcasing my commitment to exceptional service.

To stay informed about local attractions and events, I regularly visit tourism websites, subscribe to local newsletters, and connect with community organizations. Building relationships with local vendors also helps me gain insights that I can share with guests, enhancing their stay.

My primary motivation in hospitality, especially as a Concierge, stems from the joy of helping others. I thrive on the dynamic environment and the opportunity to create memorable experiences for guests. The satisfaction of knowing I made someone’s stay special keeps me passionate about my work.