Concierge – Luxury Guest Services (Cape Town)

About the role

The Concierge at a Fairmont Managed property is responsible for ensuring timely and seamless service when handling guest requests, providing proactive, knowledgeable, and engaged assistance. Your ability to anticipate guest needs and make informed suggestions will create memorable stays and encourage repeat visits.

Key responsibilities

• Gather, summarize, and provide detailed information about the property and surrounding area, acting as a local expert.
• Answer telephone calls within three rings and assist guests with bookings, special requests, questions, or concerns.
• Serve as the liaison between guests and hotel departments, ensuring accurate communication of guest requirements.
• Follow up consistently until guest requests are fully completed, both internally and externally.
• Establish and maintain relationships with suppliers and restaurants to exceed guest expectations.
• Respond to concierge emails within Fairmont standards, typically within 12 hours.
• Advise and assist guests in booking Fairmont‑recommended restaurants, tours, and activities.
• Maintain a clean and tidy concierge desk and back‑office area.
• Continuously update guest preferences and information in Opera Cloud.
• Assist with group and individual arrivals and support training of new staff.

Required profile

• Grade 12 or equivalent; a hospitality management qualification is strongly recommended.
• Experience in front‑of‑house hospitality, specifically in concierge or guest‑relations roles.
• Proficiency with property management systems such as Opera Cloud and Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Excellent interpersonal skills and ability to build relationships with guests, suppliers, and colleagues.
• Strong English communication (verbal, written, reading); additional language proficiency is a plus.
• Ability to work under pressure, stay organized, and maintain a positive attitude with a sense of humour.
• Enjoy anticipating and exceeding guest expectations.

Required skills

• Opera Cloud (property management system)
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint