About this role
Scope of Position
The Lobby Ambassador serves as arrival and departure ambassador by greeting, welcoming, and acknowledging guests. He/she will anticipate, and address guests' needs to ensure quality standards, services, and guest satisfaction.
Position Requirements
- Minimum 1 year of customer service experience at a major hotel preferred.
- Previous Guest Relations and Front Office experience in a hotel required.
- Possess outstanding guest services and communication skills.
- Handle a multitude of tasks in an ever-changing environment.
- Effective at listening to, understanding, clarifying, and responding to questions raised by guests and members.
Responsibilities
- Courteously open doors and assist guests arriving and departing the resort.
- Inform guests of property amenities, services, hours of operation, and local areas of interest and activities, with directions as needed.
- Ensure courteous, prompt, and consistent luggage assistance is provided to all guests.
- Coordinate transportation (e.g., taxicab, shuttle bus, limo services) for guests.
- Familiar with emergency procedures.
- Assess group travel movements and coordinate necessary guest service arrangement to accommodate luggage and ground transportation requirements.
- Monitor lobby traffic.
- Anticipate guest needs and resolve guest concerns and requests.
- Assist concierge services, VIP services, baggage, parking, and other special services as required.
- Maintain the confidentiality of guests and members information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
- Perform any other reasonable duties as required by management.
Education
- High school diploma.
Skills and Abilities
- Ability to communicate in the English language. Second language is a plus.
- Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
- Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
Physical Requirements
- On a continuous basis, stand for long periods of time.
- Use telephone and computer keyboard daily.
- Must be physically fit to lift, pull, and push items up to 50 pounds.
- Also requires standing/walking/reaching and bending throughout shift.