Concierge in Knutsford

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

Your purpose will be: To curate exceptional, personalised, and intuitive guest experiences that reflect the elegance and heritage of Fairmont Hotels & Resorts. The Concierge serves as a trusted expert and ambassador of the hotel, providing thoughtful recommendations, seamless arrangements, and anticipatory service that transforms each stay into a memorable Fairmont moment.

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.
• 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.