Lobby Ambassador

Roles and ResponsibilitiesTo welcome the guests, anticipate their needs, and handle guest inquiries in a helpful and attentive Anantara manner.To have complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Anantara at all times.Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.To develop a close and harmonious working relationship with all hotel departments.To attend hotel events, daily shift briefings and training to improve professional skills.QualificationsExcellent command in EnglishSpeaking a second international language is an advantage (e.g., German, French, etc.)Similar experience in Front OfficeMulti-tasking abilitiesOutgoing personality; digitally savvy; training skills will be an added advantageHigh School diplomaPrevious experience in the same position for at least 1 year.Luxury hotel experience is a mustPassion for excellent serviceExcellent team player and great communication skillsGuest Greeting and ReceptionWelcome Guests:
Greet guests as they enter the hotel, offering a warm welcome and making them feel comfortable and valued.Assist with Check-In:
Depending on the hotel's processes, assist with check-ins, verify guest details, and provide room keys and important information.Escort Guests:
Escort guests to their rooms or event spaces, providing them with relevant hotel information during the walk.Information and DirectionProvide Hotel Information:
Answer questions about hotel services, amenities, hours of operation, and room features.Local Recommendations:
Offer helpful suggestions for local attractions, dining options, transportation, or tours, ensuring guests have a great experience both at the hotel and in the area.Direct Guests:
Help guests navigate the hotel, directing them to areas like the restaurant, fitness center, or business center, and assisting with special requests.Concierge ServicesHandle Guest Requests:
Assist with special requests such as arranging transportation, booking restaurant reservations, or scheduling spa treatments.Coordinate with Other Departments:
Relay guest needs and requests to appropriate departments (e.g., housekeeping, maintenance, concierge) for fulfillment.Event Coordination:
For hotels with event spaces, help coordinate arrangements and direct guests to event rooms or conference halls.Communication and CoordinationMaintain Communication with Hotel Staff:
Keep an open line of communication with the front desk, housekeeping, and other departments to ensure guest needs are met efficiently.Monitor Lobby Area:
Ensure the lobby is tidy, welcoming, and well-stocked with amenities like brochures, magazines, or refreshments for guests.Monitor Security:
Be vigilant about safety and security, ensuring that only authorized guests and visitors access restricted areas of the hotel.Desired Candidate ProfileCustomer Service Excellence:
A friendly, approachable, and professional attitude is key to creating a positive first impression for guests.Problem-Solving:
Ability to handle guest concerns, complaints, and requests with patience and efficiency, ensuring high levels of satisfaction.Empathy:
Listening attentively to guests' needs and providing solutions that exceed their expectations.Communication Skills:
Clear, concise, and polite communication when speaking with guests and other team members.Non-Verbal Communication:
Positive body language, such as smiling and maintaining eye contact, helps foster a friendly environment.Multilingual Abilities:
Fluency in multiple languages is highly beneficial, especially in international hospitality environments.Organizational and Multitasking Skills:
Ability to manage multiple tasks at once, such as greeting guests, answering phones, providing directions, and handling requests.Time Management:
Effectively handling guest check-ins, answering questions, and assisting other departments in a timely and organized manner.Attention to Detail:
Keeping track of guest preferences, requests, and important information while maintaining an organized and tidy lobby area.Knowledge of the Property and Local Area:
Familiarity with the hotel's offerings, such as room types, amenities, dining options, and event spaces, in order to guide guests accurately.Local Knowledge:
Being well-versed in the local area, including attractions, restaurants, transportation options, and events, to provide valuable recommendations to guests.Technology Proficiency:
Knowledge of property management systems (PMS) to assist guests with check-in, check-out, and reservations.Communication Tools:
Familiarity with phone systems, email, and digital communication platforms to stay connected with guests and other hotel departments.Basic Office Software:
Competence in using office applications (e.g., Microsoft Office) to manage guest inquiries, complete reports, and assist with administrative tasks.Professional Appearance and Conduct:
Maintaining a neat and professional appearance, adhering to hotel dress codes, and presenting a polished image to guests.Professionalism:
Acting as the representative of the hotel, showing respect and professionalism in all guest interactions.
•