RWABU - Lobby Ambassador

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.