Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Palm Court Guest Experience Agent is responsible for enhancing the guest experience through diligent arrival preparation, managing the dining experience, and handling restaurant seating. This role supports the Food and Beverage department in achieving its goals and upholding hotel and Fairmont standards, aiming to provide an exceptional Five Diamond/Five Star experience.

Responsibilities

• Consistently 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 answer guest feedback and questions.
• Have knowledge of all menu items, garnishes, contents, and preparation methods.
• Assist guests regarding food and beverage menu items in an informative and helpful way.
• Build rapport with VIPs and distinguished visitors, encouraging feedback throughout their experience.
• Assist with maintaining menus.
• Understand shift end reports in the outlet and the POS system.
• Ensure all guest challenges are entered into their respective guest profiles in PMS for hotel guests and Restaurant seating software for both hotel and non-hotel guests.
• Coat check responsibilities.
• Follow outlet policies, procedures, and service standards.
• Follow all safety and sanitation policies when handling food and beverage.
• Maintain regular attendance in compliance with Plaza and Fairmont Standards, as required by scheduling, which will vary according to the needs of the business.
• Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations in all areas.
• This position plays an important role in creating personalized and creative experiences for our guests to elevate their experience.
• Coordinate with other Palm Court Guest Experience Agents and Food and Beverage Managers on specific the arrival, departure, and special needs of VIP dining guests.
• Prepare VIP portfolios of Palm Court guests.
• Create and leverage relationships with vendors (artists, florists, concierges, etc.) to assist in creating these moments.
• Must be able to maintain the confidentiality of all guest and member information and pertinent hotel data, as well as the security of high-profile guests or members in accordance with hotel standards.
• Must be able to meet deadlines and coordinate among departments the delivery of quality amenities to guests.
• Manage day to day operations at each tea seating while not in the office.
• Place pre-arrival calls as per the SOP to identify special requests and obtain arrival times.
• Maintain database of guest preferences, habits, and special dates and encourage other employees to do so.
• Assist with additional Food and Beverage tasks, as needed.
• Understand and communicate promotions and enhancements effectively with colleagues.
• Serve as general guest information source. Act as a salesperson for The Plaza and Fairmont Hotels & Resorts.
• Maintain consistent and effective flow of communication between management and fellow 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 the Palm Court Guest Experience Supervisor, F&B Managers, Assistant Director of F&B and Director of Food & Beverage.
• Be able to 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 & 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

• Organizational skills
• Communication skills
• Interpersonal skills
• Problem-solving skills
• Teamwork

Location

• New York City

Work Type

• Full-Time
• Permanent

Salary/Compensations

• $37 per Hour

About the Company

• Accor is a worldwide leader in hospitality, welcoming individuals as they are and supporting their growth and learning.
• The Plaza, A Fairmont Managed hotel, is a timeless landmark established in 1907, located in the heart of midtown Manhattan.
• The Plaza offers luxury hotel rooms and suites, the Champagne Bar, and the Palm Court for afternoon tea, embodying a Five Diamond standard of excellence and sophistication.

Equal Opportunity

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