The Lobby Ambassador is the first point of contact for guests arriving at the hotel. This role is essential in creating a welcoming and positive first impression. The Lobby Ambassador is responsible for greeting guests, providing information, assisting with inquiries, and ensuring a high level of guest satisfaction throughout their stay.
Qualifications:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation:
General knowledge of hotel departments
Excellent communication skills – oral and written
Excellent guest service skills
Friendly, outgoing and professional demeanor
Ability to handle stressful situations with composure and efficiency.
Strong problem-solving skills and attention to detail.
Knowledge of computer programs utilized in property management
Able to work a flexible schedule, including weekends and holidays
Key Responsibilities:
Warmly greet all guests upon arrival and departure.
Assist guests with inquiries, directions, and information about the hotel's facilities and services.
Provide information about local attractions, dining options, and transportation.
Engage with guests in a friendly and professional manner, ensuring they feel welcomed and valued.
Address guest concerns and resolve issues promptly, escalating to management as necessary.
Anticipate guest needs and provide proactive service to enhance their experience.
Maintain the cleanliness and appearance of the lobby area, ensuring it is welcoming and presentable at all times.
Monitor the flow of guests in the lobby, providing assistance as needed to avoid congestion.
Ensure that all promotional materials and displays are current and well-organized.
Assist in maintaining a safe and secure environment for guests and staff.
Provide information and support to guests attending events within the hotel.
Continuously seek ways to enhance the guest experience and exceed their expectations.
Perform other duties as assigned.
General Responsibilities:
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards