Guest Relations Lobby Ambassador

Compensation Type

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

24 North Hotel is Key West’s answer to casual-resort luxury offering guests a genuine island experience. Set at the entry point of Key West on North Roosevelt Boulevard the hotel is convenient to the island's best attractions including Old Town, Duval Street, Mallory Square, Smathers Beach and the Hemingway House.  With 145 guest rooms (including 8 suites), views of the gulf, and a lively pool scene, guests can embrace Key West culture while staying in a modern and hip hotel.

Overview

The Lobby Ambassador is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

Education & Experience: 

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.

Physical requirements:

• Flexible and long hours sometimes required.
• Light work - Exerting up to 125 pounds of force occasionally, and/or up to 125 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
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General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.

Qualifications

Fundamental Requirements

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Be familiar with all in-house groups.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Retrieve guest items from cars, buses, vans and carts. Grasp, lift, carry and/or load luggage and packages Weighing up to 125 lbs. onto a bell cart to transport items throughout the hotel to designated rooms.
• Navigate bell carts through public areas, guest room corridors and to elevators. Requires physical stamina to stand, lift, carry and walk continuously for the duration of shift.
• Escort guests to accommodations, visually inspect the room and telephone any deficiencies such as towels to housekeeping immediately. Point out room features and directory for reference.
• Organize and store luggage as necessary in a designated area.