Job Description

GUEST SERVICE COORDINATOR (CONCIERGE)

What is in it for you:

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly pay rate of $22.14

What you will be doing:

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

• Consistently offer professional, friendly and engaging service
• Assist guests with mail, messages, and any plans or arrangements they require including onsite and offsite activities
• Assist guests regarding hotel facilities in an informative and helpful way
• Promote and sell the services and concessions within the Hotel as well as services offered by suppliers
• Assist guest with dining reservations and handling group/ special occasions dining needs
• Monitor all Guest inquiries, which include corresponding with guests by phone and email prior to arrival and during their stay in a professional and timely manner.
• Assist will all departure arrangements Guests may need, ex. Booking transportation (ferry, car, flights, etc.), online flight check-in, arranging/re-arranging travel plans if required.
• Act as a liaison and resource for other departments and employees of the Hotel
• Follow department policies, procedures and service standards
• Constantly be aware of daily functions and promotions in the hotel
• Following all safety and sanitation policies
• Assist with check-in and check-out queues when there is long waits at the Front Desk, specifically providing prioritized check-in service for ALL members when curbside check-in may not be available
• Personalize pre \xe2\x80\x93 arrival communication to VIP ALL members (Gold / Platinum/ Diamond / Limitless) offering Concierge services

Your experience and skills include:

• Previous 1 year of Front Desk/Concierge or equivalent position in a luxury environment

• Strong communication skills, demonstration of email/telephone etiquette required
• Computer literate in Microsoft Window applications required
• A thorough understanding of the structure of the tourism and travel industry
• A sound knowledge of major cultures and expectations of travelers when abroad
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking
• Occasional bending and kneeling
• Occasional carrying and lifting up to 20lbs
• Occasional ascending or descending ladders, stairs and ramps

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment:

Welcome to Canada\xe2\x80\x99s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds \xe2\x80\x93 where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor\xe2\x80\x99s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow\'s hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Accor