Food & Beverage Concierge

Main Responsibilities

• Be an exemplary role model in inspiring team members through strong demonstration of the Fairmont Culture and Service Philosophy.

• Handle all incoming calls, emails, and online enquiries related to restaurant reservations and Food & Beverage experiences.

• Provide personalized recommendations and consultation to guests regarding restaurant concepts, menus, special promotions, dietary preferences, and dining arrangements.

• Coordinate restaurant reservations efficiently to maximize seating capacity and revenue opportunities.

• Prepare contracts, event confirmations, dining agreements, and related administrative documents for private dining, group bookings, and special occasions.

• Build and maintain strong relationships with guests to encourage repeat business and enhance guest satisfaction.

• Support the preparation, updating, proofreading, and formatting of restaurant menus and promotional materials.

• Coordinate with the Marketing team on Food & Beverage campaigns, promotions, and restaurant communication materials.

• Manage and respond professionally to guest reviews and feedback on platforms including TripAdvisor, Google Reviews, and other social media channels in a timely manner.

• Maintain up-to-date knowledge of all hotel restaurants, bars, menus, promotions, operating hours, and special events to ensure accurate information is communicated to guests.

• Monitor reservation trends and guest preferences and provide feedback to management to support business improvement and revenue growth.

• Assist in organizing special dining events, seasonal promotions, media tastings, and VIP arrangements.

• Ensure all guest requests and complaints are handled professionally and followed through to completion.

• Maintain proper filing systems and reservation records while ensuring confidentiality of guest information.

• Coordinate closely with restaurant operations teams to ensure smooth guest experiences and seamless communication.

• Prepare reports related to reservations, guest feedback, online reviews, and promotional performance as requested by management.

• Report any operational issues or guest concerns promptly to the management team.

Other Responsibilities

• Be well versed in hotel fire & life safety/emergency procedures.

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time, wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the assigned by the Management of the Hotel

• Competitive salary package with service charge
• Full salary and service charge during probation
• Thoughtfully designed benefits supporting your wellbeing and growth
• 2 days off per week
• Social insurance in accordance with the law
• Attractive gifts for public holidays and special occasions
• Annual Summer Outing
• Daily meals provided at the Staff Cafeteria
• A chance to grow your career in a luxury, world-class environment
• Learning & development opportunities within Accor group
• Global career mobility opportunities
• Professional and inspiring working environment
• Recognition culture & employee engagement activities

• University / College / Vocational education in Hospitality, Tourism, Business, or related field.
• Previous experience in Food & Beverage, Restaurant Reservations, Hospitality Sales, or Guest Relations preferred.
• Experience in luxury or 5-star hospitality environment is an advantage.
• Strong communication and interpersonal skills.
• Excellent spoken and written English communication skills.
• Ability to communicate in additional languages is an advantage.
• Good administrative and organizational skills.
• Proficient in Microsoft Office applications.
• Knowledge of restaurant reservation systems and social media platforms preferred.

Competencies

• Excellent guest engagement and communication skills.

• Strong sales and upselling ability.

• Service-oriented with attention to detail.

• Ability to multitask and work under pressure.

• Strong organizational and administrative capability.

• Self-motivated and proactive.

• Professional appearance and grooming standards.

• Strong teamwork and inter-department collaboration skills.