Scope of Position-

Once known as “order takers”, the In Room Dining Sales Agent makes the first contact with the guest in the process of organizing a private meal in the guest’s room, suite, condo or residence. The Sales Agent is a very crucial position when it comes to accuracy of the order, friendliness of service and the timing of the order.  The Sales Agent sets the tone for the guest experience. Since there is an absence of a face to face interaction, it is essential that the Sales Agent exude warmth and friendliness through his or her voice. The Sales Agent must provide prompt, courteous and efficient food and beverage service in a luxury 5-diamond brand inspired hotel, where attention to detail is key. 

Requirements

• Proficient in the English language (verbal & written), second language is an asset.
• Basic computer knowledge (Micros, Opera, Microsoft, etc.).
• Previous food and beverage experience in a luxury hotel setting is an asset.
• Must be physically able in order to lift items up to 50 pounds.
• Must have a very flexible schedule including Nights, weekends and holidays.
• Food handling certificate is an asset.
• Must be able to work with alcohol.
• Knowledge of food, wine, spirits and cocktails and pairing food and wine together.
• Excellent eye for detail and the ability to multi-task.
• Team player and willing to help out throughout IRD and other Food and Beverage outlets.
• Must possess outstanding guest services skills and professional presentation.
• Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must maintain composure and objectivity under pressure.
• Must be effective at listening, understanding, and clarifying the concerns and issues raised by guests.

Responsibilities

• Arrival
  • Report to manager at scheduled shift time, fully groomed according to The Plaza Standards with all personal service supplies on hand.
  • Clock in once you have changed into uniform for your shift.
  • Read communication board/log book. 
• Pre-Shift
  • Communicate with out going shift, if applicable.
  • Participate in departmental meetings and shift line-ups.
  • Know your shifts and station assignments.
  • Complete all opening side work regularly, promptly, and correctly and receive Manager Signature upon completion.
  • Know the ingredients, preparation, and proper presentation of all menu items and specials and ensure that every product delivered to the guest adheres to the highest quality possible.
• Service
  • Provide prompt, courteous and efficient food and beverage service to the Hotel, Condos and Private Residences.
  • Answer all phone calls directed to In Room Dining within 3 rings using the guests or residents name.
  • Demonstrate Fairmont’s Service Plus and The Plaza 5 Star Standards in all interactions.
  • Demonstrate an attitude of friendly hospitality in every aspect of service.
  • Remains observant and responds to each guest at all times.
  • Maintain cleanliness and condition of the work areas and equipment.
  • Perform all assigned side work regularly, promptly, and correctly.
  • Effectively handle guest concerns.
  • Implement standards/procedures of service for guests consistently as per sequence of Service and the 5 Star Validation Standards.
  • Make appropriate suggestion of food and beverages; employs suggestive selling and up selling techniques throughout In Room Dining as well as cross promotion of F&B Outlets.  
  • Take guests order promptly according to standards, repeats order and quotes delivery time in accordance to The Plaza standards.
  • The Sales Agent oversees the expedition of orders.
  • Quote time of delivery to the guest as per The Plaza standards and time food orders correctly to ensure they come up at the proper time.
  • Make follow up calls to guest to inform about late delivery if needed.
  • Make follow up calls to Guests and residents 20 minutes after food is delivered to insure quality and to schedule tray and table pick up.
  • Check and update guest and resident profiles in Opera.
  • Key in (pre checks) order on the Micros terminal promptly and accurately.
  • Be able to perform all cash handling procedures.
• Post-Shift
  • Ensure your workstation is clean, re-stocked, neat, and in order.
  • Perform cash outs as per In Room Dining and Accounting standards.
  • Communicate with incoming shift, if applicable.
  • Complete all closing side work regularly, promptly, and correctly and receive Manager Signature upon completion.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

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