Fairmont Gold Specialist
Accor · Los Angeles · $31–$35/hr (stated in the posting)
Company Description
Your team and working environment: What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.
This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Job Description
- Fairmont Gold Specialist
- Fairmont Century Plaza | Los Angeles, CA | Full-Time | Permanent
Why work for Fairmont?
At Fairmont, our passion is to connect our guests to the very best of our destinations. Fairmont Gold is our hotel within a hotel: a private entrance, an exclusive lounge and a dedicated team that knows every guest by name.
As a Fairmont Gold Specialist, show and tell is everything! You will play a key role in the memories the guest experiences during their stay by telling them about the amenities the hotel has to offer and showing them all the options they have to make lasting memories. With attention to detail, you will be able to investigate the reason of the guest’s visit and personalize their stay with Fairmont Century Plaza standards using professionalism and engaging demeanor.
What you will be doing:
Reporting to the Fairmont Gold Manager, responsibilities and essential job functions include but are not limited to the following:
Before they arrive
- Contact guests, travel agents or personal assistants as soon as a reservation is made, and keep in touch as the guest's personal point of contact.
- Follow up pre-arrival calls by email and handle every request ahead of time.
- Use Opera to assign rooms and record traces, alerts and guest preferences.
- Personally oversee final housekeeping inspection and work with In-Room Dining so every preference and amenity is in place before the guest walks in.
A seamless welcome
- Welcome every Fairmont Gold guest at the private entrance with a smile and by name.
- Handle arrivals from curb to room: open car doors, coordinate with valet, manage luggage, and escort guests to their room.
- Offer a personalized check-in, whether curbside, mobile, in the lounge or in the guest's room, with a seasonal welcome beverage.
- Plan the day's arrivals so every guest receives the same unhurried attention.
Concierge and butler service
- Provide full concierge service: restaurant reservations, tee times, car rentals, transportation, flight help and more.
- Offer butler services on request, including packing and unpacking, pressing, shoe shine, drawing baths and personal shopping.
- Share insider knowledge of Los Angeles neighborhoods, attractions and entertainment.
- Never say no without offering an alternative, and use creativity to make each stay memorable.
Lounge and team
- Support lounge service and keep food presentation, cleanliness and atmosphere at Fairmont Gold standards.
- Coordinate tasks across the team on shift and adjust plans quickly when business needs change.
- Work closely with Front Desk, Housekeeping, Royal Service, Guest Services and Engineering.
Build loyalty
- Build lasting relationships that bring guests back to Fairmont Gold.
- Explain Fairmont Gold's "on your time" services and room categories with confidence.
- Enroll guests in ALL – Accor Live Limitless and meet monthly sign-up goals.
- Resolve concerns with care, log follow-ups and keep the Fairmont Gold Manager informed.
- Review billing and credit limits during the shift and ensure every departure is smooth and accurate.
Qualifications
Your experience and skills include:
- At least 2 years of luxury hotel experience, ideally in the front office of a five-star property (preferred)
- Concierge, butler or club lounge experience is a strong plus
- Knowledge of Opera PMS is an asset
- Polished, professional presence with excellent spoken and written English; a second language is an asset
- A "can do" attitude, creative problem-solving and confident conflict resolution
- Ability to take the lead on shift, assign tasks and keep the operation running smoothly
- Calm, organized and detail-focused in a fast-paced environment
- Able to stand and walk for long periods and lift up to 50 lbs
- Flexible availability, including evenings, weekends and holidays
- High school diploma required; a degree in hospitality or business is an asset
What is in it for you:
- Pay Range: $31.00 – $35.00 per hour
- Discounted hotel rooms and food & beverage rates at our sister properties around the globe
- Learning programs through our Academies to help you grow and perform at your full potential
- Opportunity to develop your career within Century Plaza and across the world
- The chance to make a difference through Corporate Social Responsibility activities like Planet 21 and WATCH
- [Health benefits, 401(k), complimentary meals, other perks]
Additional Information
Your team and working environment:
Fairmont Century Plaza is an icon of Los Angeles hospitality. Once known as the "Western White House," it now offers 400 guest rooms and suites, a 14,000-square-foot world-class spa, a rooftop pool, distinctive dining and nearly 24,000 square feet of event space. You'll join a close-knit spa team of therapists, fitness professionals and guest experience specialists who share a commitment to wellness and heartfelt service.
Visa Requirements: Must provide proof of eligibility to be employed in the United States of America. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D 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’s 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 https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS