The Palm Court Guest Experience Agent’s primary responsibility is to improve the guests’ experience through diligent arrival preparation, dining experience post visit and daily operations of the restaurant seating. Create relationships and use online resources to turn Moments into Memories. Reporting to the Palm Court Guest Experience Supervisor, the Palm Court Guest Experience agent is a key member of the Food and Beverage department and will support the department to achieve the departmental goals. The Palm Court Guest Experience Agent holds accountability for instilling consistency of hotel and Fairmont standards as well as generating and promoting ideas to enhance the Five Diamond / Five Star experience. This position will be driven by a commitment to be the most gracious in hospitality.

Compensation: $35.00 per Hour

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 to 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, distinguished visitors, encourage 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.
On some occasions, the ability to work under pressure and prioritize, completing projects start to finish in under two hours
An eye for detail and strong organizational skills
A talent for adjusting rapidly, effectively, and intelligently to changing circumstances
Creative problem solving abilities and passion for creativity
Strong work ethic, with the ability to work independently and as a member of a team
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

Qualifications

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

Physical Aspects of Position (include but are not limited to):

Constant standing and walking throughout shift

Occasional lifting and carrying up to 20 lbs

Occasional kneeling, pushing, pulling

Occasional ascending stairs and ramps

Additional Information

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

The Plaza Hotel

For more than 100 years, The Plaza has been the New York hotel to see and be seen. Kings, presidents, and stars of stage and screen have all gathered and stayed at The Plaza. The most lavish social affairs, as well as classic Hollywood films have all used the legendary hotel as their setting. Located at Fifth Avenue and Central Park South, this luxury hotel was constructed in the most fashionable residential section of New York City.

From its original 19th century construction to its magnificent $450 million dollar restoration in 2008, the world’s most famous hotel has had a remarkable history. While traditions remain, such as the opulent grandeur of the Beaux-Arts décor and the iconic Afternoon Tea in The Palm Court, exciting new offerings at this legendary hotel include the elegant Champagne Bar, the stylish Rose Club, The Todd English Food Hall, and The Plaza Food Hall. The Plaza Hotel offers 282 distinctive guestrooms, including 102 luxurious suites, which boast the largest square footage of any luxury hotel in New York City. For suite guests, The Plaza is pleased to offer Butler Service 24 hours a day.