Lobby Ambassador / Concierge

Description

RESPONSIBILITIES

• Primary responsibilities and tasks include, but are not limited to the following:
• Engage hotel guests to enhance the service experience through activation of all outlet services within the lobby area (e.g., restaurant & bar, front desk, business center, lounge, etc.)
• Maintain the integrity of the guests' privacy, including confidentiality of personal information and key control
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Escort guests to their rooms upon check-in and explain the features of the hotel and guest room
• Transport luggage upon check-in and check-out, maintaining the security of luggage and guest items
• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers
• Communicate with departments using the proper equipment and etiquette
• Maintain knowledge of hotel amenities, features, and hours of operation
• Demonstrate effective sales techniques to upsell hotel's amenities and products
• Maintain updated information regarding area attractions, local events, activities, and services
• The answer, record, and process all guest calls, messages, requests, questions, or concerns
• Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved
• Contact appropriate individual or department (e.g., bell person, housekeeping) as necessary to resolve all guest calls, requests, or problems
• Maintain cleanliness of the front-drive, including sweeping, shoveling snow, and disposing of trash and debris
• Maintain the integrity of company proprietary information and protect company assets
• Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean, and professional appearance according to standards
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications
• Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs
• Develop and maintain a positive working relationship and support the team to achieve our goals
• Attend required training and meetings
• Monitor inventory and order general office supplies. Notify loss prevention/ security of any guest reports of theft.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating, and coaching employees; serve as a role model and first point of contact of the guarantee of fair treatment/ open door policy process
• Monitor, report, and strategize best practices to improve gss rankings
• All other duties as assigned, planned or un-planned

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)