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About the Role

The Palm Court Guest Experience Agent improves the guests' experience through diligent arrival preparation, managing the dining experience post-visit, and handling restaurant seating. This role supports the Food and Beverage department in achieving its goals and upholding hotel and Fairmont standards.

Responsibilities

• Offer a professional, friendly greeting and engaging service.
• Understand all colleagues' tasks in the outlet.
• Assist with booking, modifying, and cancelling reservations.
• Collect, file, distribute, and respond to guest feedback and questions.
• Possess knowledge of all menu items, garnishes, contents, and preparation methods.
• Assist guests with food and beverage menu items informatively and helpfully.
• Build rapport with VIPs and distinguished visitors, encouraging feedback.
• Assist with maintaining menus.
• Understand shift end reports and the POS system.
• Ensure all guest challenges are entered into their respective guest profiles in PMS and restaurant seating software.
• Perform coat check responsibilities.
• Follow outlet policies, procedures, and service standards.
• Adhere to all safety and sanitation policies when handling food and beverage.
• Maintain regular attendance in compliance with hotel standards, as required by scheduling.
• Maintain a professional image and personality, exuding confidence and leadership skills.
• Create personalized and creative experiences for guests.
• Coordinate with other Guest Experience Agents and Food and Beverage Managers on VIP dining guests.
• Prepare VIP portfolios of Palm Court guests.
• Create and leverage relationships with vendors to assist in creating guest moments.
• Maintain the confidentiality of all guest information and hotel data.
• Meet deadlines and coordinate among departments for the delivery of quality amenities.
• Manage day-to-day operations at each tea seating while not in the office.
• Place pre-arrival calls to identify special requests and obtain arrival times.
• Maintain a database of guest preferences, habits, and special dates.
• Assist with additional Food and Beverage tasks as needed.
• Understand and communicate promotions and enhancements effectively.
• Serve as a general guest information source and act as a salesperson for The Plaza and Fairmont Hotels & Resorts.
• Maintain consistent and effective communication between management and colleagues.
• Arrange for or purchase VIP gifts if required.
• Actively participate in daily briefings and meetings.
• Complete projects in a timely manner as required by supervisors and managers.
• Participate proficiently in functions outside one’s department when called upon.

Requirements

• Previous service experience is an asset.
• Previous Point of Sale System experience is an asset.
• Excellent communication and organizational skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Constant standing and walking throughout shift.
• Occasional lifting and carrying up to 20 lbs.
• Occasional kneeling, pushing, pulling.
• Occasional ascending stairs and ramps.

Skills

• Communication skills
• Organizational skills
• Interpersonal skills
• Problem-solving abilities
• Teamwork
• Guest service
• POS system operation
• Menu knowledge
• Reservation management
• Guest feedback management
• VIP guest relations
• Database maintenance
• Salesmanship

Location

• New York City

Work Type

• Temporary
• Full-Time

Salary/Compensations

• $37 per Hour

About the Company

• Accor is a worldwide leader in hospitality, welcoming individuals and supporting their growth and learning.
• The Plaza, A Fairmont Managed hotel, is a historic landmark established in 1907, located in midtown Manhattan.
• The Plaza offers luxury hotel rooms and suites, the Champagne Bar, and the Palm Court for afternoon tea.
• The Plaza upholds the Five Diamond standard of excellence, sophistication, and offers an authentic local experience.

Equal Opportunity

• All information will be kept confidential according to EEO guidelines.