Food and Beverage Guest Experience Agent
il y a 4 semaines
Job Description:
The Palm Court Guest Experience Agent is a key member of the Food and Beverage department, responsible for delivering exceptional guest experiences through diligent arrival preparation, dining experience post-visit, and daily operations of the restaurant seating. This role requires creating relationships and utilizing online resources to turn moments into memories.
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, 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
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