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 HourRESPONSIBILITIES:Consistently offer a professional, friendly greeting and engaging serviceUnderstand all colleagues’ tasks in the outlet Assist with booking, modifying and cancelling reservationsCollect, 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 experienceAssist with maintaining menusUnderstand 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 guestsCoat check responsibilitiesFollow 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 businessMust have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations in all areasThis 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 hoursAn eye for detail and strong organizational skillsA talent for adjusting rapidly, effectively, and intelligently to changing circumstancesCreative problem solving abilities and passion for creativityStrong work ethic, with the ability to work independently and as a member of a teamCoordinate 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 standardsMust be able to meet deadlines and coordinate among departments the delivery of quality amenities to guestsManage day to day operations at each tea seating while not in the officePlace pre-arrival calls as per the SOP to identify special requests and obtain arrival timesMaintain database of guest preferences, habits, and special dates and encourage other employees to do soAssist with additional Food and Beverage tasks, as neededUnderstand and communicate promotions and enhancements effectively with colleaguesServe as general guest information source.  Act as a salesperson for The Plaza and Fairmont Hotels & ResortsMaintain consistent and effective flow of communication between management and fellow colleagues.Arrange for or purchase VIP gifts if requiredActively participate in daily briefings and meetingsComplete 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 & BeverageBe able to participate proficiently in functions outside one’s department when called upon
