Job Title: Guest Experience Concierge

Company: Fairmont Hotels & Resorts

Location: Fairmont Austin, Austin, USA

Job Type: Permanent

Company Description

Your team and working environment:

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.


Job Description

Reporting to the Manager, Loyalty & Guest Experience responsibilities and essential job functions include but are not limited to the following:

Responsibilities

Consistently offers professional, engaging and friendly service in accordance with Forbes Travel Guide standards.
Provides information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special arrangements or services in an efficient, professional and warm manner.
Maintains complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, amenities, local events, attractions, holiday schedules
Assist guests with any plans or arrangements they require
Assist guests regarding hotel facilities in an informative and helpful way
Support Guest Experience department in managing online responses to reviews from all sources
Contributes to the preparation of the Daily Report
Attends regularly scheduled Front of the House staff meetings
Ability to work in a fast-paced, busy, and sometimes stressful environment while dealing effectively with guests, management, team members, and outside contacts
Perform a variety of Concierge, Loyalty, & Guest Experience tasks
Ability to work under pressure and meet deadlines is of high importance
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned
Maintains the Code of Ethics while behaving in a professional and kind manner at all times while representing Fairmont Austin, the Concierge Department and the profession of the Concierge.
What is in it for you:

Paid time off
Medical, Dental and Vision Insurance, 401K
Complimentary shift meal
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and Educational Assistance for further development
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability Committee

Qualifications

Previous hotel experience is an asset
Exceptional customer service skills
Able to effectively communicate English in both written and oral forms
Demonstrate the ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts
Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Multi-lingual strongly preferred
Physical Aspects of Position (include but are not limited to):

Frequent standing and walking throughout shift
Occasional kneeling, pushing, pulling, lifting
Occasional ascending or descending ladders, stairs and ramps
Required Education and Experience
Previous customer related experience an asset

Additional Information

Your team and working environment:
A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

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.

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.

Fairmont Austin is proud to be an Equal Opportunity Employer. EOE/M/F/D/V

Posted: 21/05/2026