Guest Experience Supervisor

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Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest.

Guest Experience Supervisor

Providing engaging, sincere, personalized service is one of the ways our Colleagues are turning moments into memories for our guests.  

Compensation: $36 Hourly

Summary of Responsibilities: 
Reporting to the Guest Experience Manager, responsibilities and essential job functions include but are not limited to the following:

• Work with the Front Office, Engineering, Sales, and Housekeeping teams on the seamless execution of VIP arrivals and stayover service
• Work with the Rooms teams to enhance the overall guest experience
• Assist in handling compliments, comments, observations and complaints timely and effectively achieving full guest satisfaction
• Hold briefings with the Butlers
• Ensure accurate communication of information and guest requests to and from colleagues and guests
• Communicate with VIP guests during their stay including pre-arrival and post-departure
• Meets all VIP guests to gather preferences and relationship building
• Assist with the coordination of all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Guest Relations, Reservations and Sales
• Assist in inspecting VIP rooms and personalizing as per guest requests
• Spend time in the lobby welcoming and getting to know guests
• Identify guest service deficiencies and analyze information in order to make decision on methods to correct and remedy
• Create and guide the plans centered on guest satisfaction results, LQA and Forbes standards in all areas
• Other duties as assigned

• 1+ year supervisory experience; preferably in a luxury setting
• College degree in hospitality preferred
• Superior communication skills; fluency in English is required; second language preferred
• Very Passionate about Guest Satisfaction
• Highly Organized with heavy emphasis on consistency in their work
• Computer literate with Microsoft Office
• Previous experience with Opera an asset
• Able to multi-task with a commitment to superior guest service
• Must have flexible schedule, willingness to work long days, and any day including weekends and holidays to satisfy guest and operational needs

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

Visa Requirements: Must be legally authorized to work in the United States.