Food and Beverage Guest Experience Ambassador
il y a 15 heures
Company Overview
Accor is a global leader in the hospitality industry, committed to providing exceptional experiences for our guests. We welcome individuals who share our passion for delivering outstanding service and creating memorable moments.
Job Summary
The Palm Court Guest Experience Agent plays a vital role in enhancing the guest experience through diligent preparation, exceptional service, and daily operations. This position requires a strong commitment to delivering Five Diamond/Five Star service, with a focus on creating personalized and creative experiences for our guests.
Key Responsibilities
- Provide a professional, friendly greeting and engaging service to guests
- Assist with booking, modifying, and cancelling reservations
- Collect, file, distribute, and respond to guest feedback and questions
- Have knowledge of all menu items, garnishes, contents, and preparation methods
- Assist guests with food and beverage menu items in an informative and helpful way
- Build rapport with VIPs, distinguished visitors, and 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
- 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 a 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 a 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 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
Physical Aspects of Position
- 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.
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