Grow with us...
The Lobby Ambassadors at SH Hotels & Resorts are at the heart of every hotel; they are some of the most important members of the team, because they are the first to meet our guests. They also have the first opportunity to provide them with impeccable service, and often to reflect a first glimpse of the brand’s best self.
We’re currently searching for a warm, welcoming, articulate Lobby Ambassador to ensure that every guest’s experience is relaxing and effortless—at arrival and departure and all through the stay. If you love meeting new people, being of service, and helping to grow a great brand, we’d love to chat.
- Lobby Ambassador oversees and implements Hotel Guest Experience initiatives and ideas.
- Manage the flow of questions and directs guest within the lobby.
- Research and implements, in conjunction with F&B and Guest Relations, opportunities for unique guest-centric experiences, displays and activations in the hotel lobby.
- Creates a schedule and process in place to ensure these experiences are executed.
- Ensure constant presence in the lobby and Food & Beverage Outlets and pools to promptly deal with escalated guest concerns, opportunities, and queries.
- Engage with our guests throughout the hotel lobby and Food & Beverage Outlets to ensure satisfaction during their arrival, departure and stay.
- Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
- Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism.
- Maintains High visibility within public spaces during peak times.
- Maintain consistent professional, friendly, warm, and engaging demeanor, and service.
- Be an ever-present point of contact for our guests.
- Curate, design and operate a unique lobby activation and display to enhance the arrival and departure experience in the lobby.
- Extend personalized service and attention to all guests, with an emphasis on our Redwoods.
- Ability to satisfactorily communicate in English and /or any foreign language with guests, visitors, management and co-workers to their fullest understanding.
- Ability to provide legible communication.
- Ability to accurately compute valuable mathematical calculations.
- Familiarity with yield management and cost controls.
- Ability to enforce hotel’s standards, policies and procedures with Reception staff.
- Ability to train and motivate staff daily to maintain a cohesive team.
- Ability to create and maintain a positive work environment to ensure an excellent work relationship with other departments and to ensure the guest expectations.
- Ability to prioritize and organize work assignments and delegate work.
- Ability to direct performance of staff and follow up with corrections where needed.
- Ability to suggestively sell available rooms at highest rate possible.
- Ability to access and input information into the hotel system.