The Club 1907 Concierge is responsible for delivering an elevated, personalized, and seamless experience for guests utilizing Club 1907. Serving as a trusted point of contact throughout the guest journey, the Club 1907 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 1907 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 OperationsProvide a warm, personalized welcome and departure experience for all Club 1907 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 1907 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 ExpertiseServe as a knowledgeable and trusted resource for Club 1907 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 & CoordinationCollaborate 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 1907 Lounge & Food and Beverage ServiceDeliver refined food and beverage service while providing knowledgeable recommendations on Club 1907 selections.Demonstrate comprehensive knowledge of menu items, beverage offerings, wine selections, and Club 1907 amenities.Assist with the setup, presentation, replenishment, and breakdown of Club 1907 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 1907 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 1907.Follow all food safety, sanitation, health, and safety standards.Communicate guest preferences and dietary requirements to the appropriate Food & Beverage team members.Operational Excellence & StandardsConsistently uphold Fairmont's luxury service standards and brand expectations.Follow all established Club 1907 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 1907 guest experience.Participate in training and development opportunities to continuously improve product knowledge and service expertise.Perform all other duties as assigned by management.
