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.