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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

Qualifications

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

Additional Information

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

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

The Plaza, A Fairmont Managed Hotel

For more than 100 years, The Plaza has been the New York hotel to see and be seen. Kings, presidents, and stars of stage and screen have all gathered and stayed at The Plaza. The most lavish social affairs, as well as classic Hollywood films have all used the legendary hotel as their setting. Located at Fifth Avenue and Central Park South, this luxury hotel was constructed in the most fashionable residential section of New York City.

From its original 19th century construction to its magnificent $450 million dollar restoration in 2008, the world’s most famous hotel has had a remarkable history. While traditions remain, such as the opulent grandeur of the Beaux-Arts décor and the iconic Afternoon Tea in The Palm Court, exciting new offerings at this legendary hotel include the elegant Champagne Bar, the stylish Rose Club, The Todd English Food Hall, and The Plaza Food Hall. The Plaza Hotel offers 282 distinctive guestrooms, including 102 luxurious suites, which boast the largest square footage of any luxury hotel in New York City. For suite guests, The Plaza is pleased to offer Butler Service 24 hours a day.