Concierge

Company Description

Fairmont Cheshire, The Mere is one of the North West's most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont's world renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5 star luxury hospitality.

Location: On site in Knutsford, Cheshire, North West England (not remote)

Job Description

• Deliver a warm, polished, and personalised welcome, embodying Fairmont's luxury service philosophy
• Provide expert recommendations on dining, activities, transportation, and local attractions tailored to guest preferences
• Coordinate reservations, transportation, and bespoke experiences with precision and efficiency
• Maintain a strong, elegant presence in the lobby, anticipating guest needs and offering proactive assistance
• Support VIP and special attention guests, ensuring bespoke touches and seamless arrangements
• Handle guest enquiries and requests with professionalism, discretion, and a solutions focused approach
• Collaborate closely with Front Office, Guest Relations, Spa, F&B, and Housekeeping to ensure a cohesive guest experience
• Maintain detailed guest profiles and preferences to support personalised service
• Manage luggage services, deliveries, and guest amenities with accuracy and care
• Coordinate courier services, transportation bookings, and external service providers
• Ensure all guest interactions reflect Fairmont's tone, values, and luxury positioning
• Stay informed on local events, cultural highlights, and regional experiences to enhance guest recommendations
• Support the management of lobby flow during peak arrival and departure periods
• Handle guest concerns or service recovery with confidence and refined communication
• Maintain accurate records of guest requests, bookings, and follow up actions
• Participate in daily briefings to share VIP updates, operational priorities, and guest insights
• Uphold all health, safety, and security procedures in line with UK legislation and Fairmont standards
• Represent the hotel with grace, confidence, and a guest first mindset at all times

Qualifications

• Minimum 2 years of experience in Concierge, Guest Relations, or Front Office roles, ideally within luxury hospitality
• Strong communication and interpersonal skills with a polished, professional presence
• Extensive local knowledge of Cheshire, Manchester, and surrounding areas
• Familiarity with hotel systems such as Opera PMS desirable
• Excellent organisational skills and meticulous attention to detail
• Strong problem solving and service recovery abilities
• Ability to manage multiple requests simultaneously while maintaining composure
• Understanding of UK hospitality standards, including health & safety and GDPR
• Additional languages advantageous for an international clientele
• A passion for luxury service and creating memorable guest experiences

Additional Information

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on site restaurants
• Colleague restaurant
• Being part of The Mere Team - our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1 5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people