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
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 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