Lobby Ambassador

MAIN DUTIES AND RESPONSIBILITIES:        

• Be well groomed to the standards laid down.

• To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company standard and regulations.

• To promote a helpful and professional image to the guests and give full cooperation if requiring assistance with the prompt, caring and helpful attitude.

• To anticipate the needs of the guests whenever possible, to enhance quality service and in turn enhance customer satisfaction.

• Welcome all arrival guests with highest standards and depart all departure guests while assisting with any requests

• Ensures that all guests are greeted upon the arrival & departure of the hotel

• Offer consistently professional, friendly, warm and engaging service

• Coordinate and manage communication between guests and staff

• Be available for guests at all times as a point of contact

• Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time

• Achieve the highest Guest Satisfaction measured by TRUST YOU platform.

• Maintain continuous contact with hotel guest to ensure that any problems or complaints are handled efficiently & courteously.

• Ensure the cleanliness and neatness of front office area.

• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day Check Hotel operation, occupancy, functions, groups, VIPs.

• File daily guest relations reports and documents systematically.

• To give full co-operation to any colleague requiring assistance in a prompt caring and helpful manner. To be flexible in assisting in other areas of the Hotel in response to the business and customer needs.

• Encourage and participate in Corporate Social Responsibility (CSR) activities.

• Other duties as assigned.

Knowledge and Experience

• Diploma and Degree from preferably hospitality or related field.

• Minimum 1 year relevant experience.

• Excellent communication skills in English and ability to communicate in a second language - Russian is mandatory.

Competencies

• Possesses strong interpersonal skills.

• Contributes in the team, work punctually and effectively.

• Ascertains and addresses guest/colleague needs.

• Motivates individuals and creates and maintains a cohesive team.

• Focuses on service with an eye for detail and an approachable attitude.

• Works well under pressure, analyzes and resolves problems, and exercises good judgment.

• Prioritises and organises work assignments and work effectively.

• Self-motivates and shows good initiative in a dynamic environment.

• Ensures security and confidentiality of guest and hotel information.

• Possesses good computer and property management system skills.

• Embraces and responds to change effectively.