Concierge

About This Role

Providing personalized and anticipatory service to guests is the core of this Concierge role, catering to their individual needs and preferences. This position is responsible for creating unforgettable experiences by offering expert recommendations, arranging reservations, coordinating transportation, and providing local insights to enhance guests' stay.

Responsibilities

• Deliver exceptional guest service, warmly welcoming guests, and attend to their needs throughout their stay
• Act as the main point of contact for guests, providing personalized assistance and addressing inquiries and requests promptly
• Proactively ask questions to identify guests’ needs and make recommendations for additional services and amenities to both maximize revenue and enhance the guest experience
• Be well versed in the resort, hotel features and services including all outlets, hours of operation, always promoting on property activities and events available to guests
• Offer informed recommendations for local attractions, dining, entertainment, cultural events, and exclusive experiences
• Coordinate restaurant reservations, spa appointments, tours, and other guest requests, ensuring preferred times and seamless arrangements
• Arrange transportation services, including airport transfers, private chauffeurs, and car rentals, to meet guests' travel needs
• Secure tickets for special events, concerts, shows, and cultural performances based on guest preferences
• Maintain an organized and aesthetically pleasing concierge desk, ensuring it is well-stocked with informational materials and local guides
• Assist with planning and organizing special occasions, celebrations, and surprises for guests
• Maintain vigilance and awareness of guest safety and security, reporting any suspicious activities or incidents
• Handle guest concerns or issues with empathy and efficiency, finding timely resolutions or escalating matters to the relevant management
• Establish and maintain positive relationships with external partners, such as tour operators, restaurants, and entertainment venues
• Assist with administrative duties, such as preparing reports, maintaining records, and managing concierge requests

Requirements

• At least 21 years of age
• Bachelor's degree in hospitality management, tourism, or a related field and/or equivalent combination of education and experience
• Minimum of six (6) months of experience in Concierge, Front Desk, or Guest Services for a large-scale, luxury resort preferred
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to maintain composure when working in busy and stressful situations
• Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
• Ability to maintain the confidentiality of sensitive guest and company information
• Basic technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Demonstrated ability in maintaining consistent, high-quality service levels
• Excellent communication and interpersonal skills, with a polished and professional demeanor
• Strong customer service orientation with a passion for creating memorable guest experiences
• Proficiency in using concierge and reservation systems, as well as Microsoft Office Suite (Word, Excel, Outlook)
• In-depth knowledge of local attractions, restaurants, events, and cultural offerings
• Willing and able to work a flexible schedule to include nights, holidays, and weekends
• Ability to work in a fast-paced, busy, and somewhat stressful environment

Nice to have:

• Les Clefs d’Or membership

Important Details

• Supervisory responsibilities: None

About the Company

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for its members.