Lobby Ambassador
Rosewood Hotels and Resorts
Job Description OVERVIEW/BASIC FUNCTION: Acknowledges, welcomes and departs all guests/visitors arriving to/from the hotel, providing assistance with guests' requests and information.
RESPONSIBILITIES: • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level on a daily basis. • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. • Maintain positive guest relations at all times. • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of assigned work areas. • Maintain knowledge of: a. Scheduled daily activities. b. Daily arrivals/departures. c. Features and services provided by the hotel. d. Hours of operation for each outlet. • Assist guests and visitors into and out of their vehicles. • Greet arriving guests/visitors; bid farewell to departing guests/visitors and invite them to return. • Communicate parking procedures to guests/visitors. • Assist guests with loading/unloading luggage into and out of their vehicles. • Provide legible claim tickets to guests for their luggage. • Assure safety and security of all guest luggage. • Open hotel doors for guests/visitors. • Provide guests with directions to Front Desk check-in area. • Relay accurate directions to guests/visitors on inquires regarding destinations within the local area. • Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries. • Ensure all guests are attended and being approached in the lobby. • Ensure all guests are accompanied to desired location within the hotel. • Answer department telephone using correct greeting and telephone etiquette. • Remain in assigned postposition, maintaining correct stance. • All other duties as required.
QUALIFICATIONS: • Experience: Experience in the hospitality industry in a similar position. • Education: High school diploma. • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Technical Skills: Provide legible communication and directions; compute basic arithmetic. • Language: Required to speak, read and write English, with fluency in other languages preferred. • Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. • Licenses & Certifications: None required.
RESPONSIBILITIES: • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level on a daily basis. • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. • Maintain positive guest relations at all times. • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of assigned work areas. • Maintain knowledge of: a. Scheduled daily activities. b. Daily arrivals/departures. c. Features and services provided by the hotel. d. Hours of operation for each outlet. • Assist guests and visitors into and out of their vehicles. • Greet arriving guests/visitors; bid farewell to departing guests/visitors and invite them to return. • Communicate parking procedures to guests/visitors. • Assist guests with loading/unloading luggage into and out of their vehicles. • Provide legible claim tickets to guests for their luggage. • Assure safety and security of all guest luggage. • Open hotel doors for guests/visitors. • Provide guests with directions to Front Desk check-in area. • Relay accurate directions to guests/visitors on inquires regarding destinations within the local area. • Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries. • Ensure all guests are attended and being approached in the lobby. • Ensure all guests are accompanied to desired location within the hotel. • Answer department telephone using correct greeting and telephone etiquette. • Remain in assigned postposition, maintaining correct stance. • All other duties as required.
QUALIFICATIONS: • Experience: Experience in the hospitality industry in a similar position. • Education: High school diploma. • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Technical Skills: Provide legible communication and directions; compute basic arithmetic. • Language: Required to speak, read and write English, with fluency in other languages preferred. • Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. • Licenses & Certifications: None required.
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