Lobby Ambassador

DUTIES AND RESPONSIBILITIES FINANCIAL RETURNS

FINANCIAL RETURNS

• Promote Inter hotel sales, in house facilities and Food & Beverage outlets and hotels transport options
• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize sales
• Recycles whenever and where-ever possible and enforces cost saving measures
• Monitor the expenses of daily newspaper deliveries to guest rooms
• Be familiar with the lift workings and emergency stairs
• To have a full working knowledge of the Hotel Rewards and Ambassador programs and its benefits

PEOPLE

• Comply with Standard Operating Procedures and guidelines provided by Hotel Brand Standard Guidelines
• Comply with company grooming standards
• Actively develop positive and effective communication between Bell Service and all other operational departments
• Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries
• Collaborate closely with the valet parking staff and ensure the smooth handling of guests and patron vehicles
• Maintain a willingness to please attitude and give undivided attention to any approaching guest
• Adhere to guest checking in and checking out procedures pertaining to baggage handling.
• Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction

GUEST EXPERIENCE

• Demonstrate service attributes in accordance with industry expectations and company standards including;
• o Being attentive to guests
• o Accurately and promptly fulfilling guests requests
• o Anticipate guests needs
• o Maintain high level of knowledge which affects guest experience
• Greet guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity
• Maintain a high level of product and local knowledge
• Knowledgeable of the events of the day and of daily Hotel activities
• Ensure a sound knowledge of the local area regarding history, places of interest and special events including directions to key point of interests
• Take personal interest and pride to ensure that the Bell Service area, hotel entrance and storage area are kept clean and clear of litter and kept in an orderly state at all times
• Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking note of repeat guests and Hotel Rewards Club and Ambassador members
• Ensure high recognition of Hotel Rewards and Ambassador Members in order to achieve high scores in the HeartBeat survey.
• Check, tag, and store luggage or guest items delivered to the luggage storage room by bell and door attendants.
• Proactively assist guest with packages, coats, suitcase, etc. by being alert in giving give assistance courteously and quickly
• Inform the Chief Concierge or Manger on Duty immediately of lost items.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned

RESPONSIBLE BUSINESS

• Ensure all security incidents, accidents and near misses are always logged in and/or brought to the attention of the Chief Concierge and/or the Manager on Duty
• Conversant with emergency evacuation and fire procedures
• Ensure all claim checks are matched with luggage tag on the item being retrieved
• Inform the Chief Concierge and/or the Manager on Duty immediately of lost items

ACCOUNTABILITY - This Job is required for providing excellence and exceptional service to the guests in making them feel welcome to the hotel. This is where the information or encyclopaedia in tourism and help comes under for queries that come from tourist and local that is living in the hotel or the public. Any trouble or queries, they will directly report to the Concierge. This job applied to all full service and all rounded hotels around the world.

QUALIFICATIONS AND REQUIREMENTS - Vocational Certificate in Hotel Administration, Hotel Management or equivalent, with 6 months experience in guest service or customer service, or an equivalent combination of education and experience. Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read and write English.