Guest Experience Agent

Job Description

The Palm Court Guest Experience Agent’s primary responsibility is to improve the guests’ experience through diligent arrival preparation, the dining experience post visit and managing restaurant seating. We empower our agents to 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: $37 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.
• 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.