Guest Experience Ambassador

As a Guest Experience Ambassador, you will be the first point of contact for our guests, providing exceptional service with a personalized touch. You will ensure a seamless check-in/check-out experience, manage reservations, deliver bespoke concierge services, and provide information regarding the hotel and local attractions. The ideal candidate has experience in luxury hotels, luxury retail or any high-end customer service experiences. We are seeking a well-rounded individual able to stablish relationships with our guest that carries great sense for making others feel special as well as having the ability to handle volume and multitask in a constantly changing environment as a hotel is. Your role will reflect the luxury and sophistication of our hotel, ensuring every guest enjoys a memorable and effortless stay.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Key Responsibilities:

• Guest Relations & Service Excellence:
  • Welcome guests with a warm, professional, and gracious demeanor during check-in and check-out.
  • Provide proactive service by initiating courtesy calls post-check-in to ensure guest satisfaction and to offer assistance with any requests.
  • Anticipate and respond to guest needs promptly, ensuring a flawless experience at all times.
  • Offer expert concierge services, including detailed knowledge of local attractions, dining, events, and personalized recommendations.
  • Communicate effectively with all departments to ensure that special guest requests are fulfilled promptly.
• Reservations & PBX Operations:
  • Manage incoming reservation calls professionally, ensuring accurate and efficient bookings while upselling hotel services when possible.
  • Maintain a comprehensive knowledge of room availability, rates, special packages, and promotions.
  • Handle all guest communication via phone, email, and in-person, ensuring every interaction is timely, professional, and tailored to the individual guest.
  • Process reservations with attention to detail, confirming all special requests and VIP arrangements.
  • Maintain the property management system, including updating guest profiles, room assignments, and payment authorizations.
• Administrative & Cashiering Responsibilities:
  • Ensure accurate handling of guest payments, including verification of credit card details and signatures.
  • Balance cash and credit card transactions daily, following all hotel procedures for cashiering and banking protocols.
  • Complete shift checklists and reports with precision, ensuring all guest and reservation information is up-to-date.
  • Assist with the night audit process, preparing management reports and finalizing all income department postings in the property management system.
• Guest Amenities & Communication:
  • Deliver guest messages, mail, faxes, and packages in a timely and professional manner.
  • Coordinate with housekeeping, in-room dining, and other departments to fulfill special requests and ensure guest comfort.
  • Ensure the front desk and lobby areas are always clean, organized, and reflective of the hotel's high standards.
  • Maintain complete knowledge of hotel services, amenities, and operational hours to offer informed recommendations to guests.
• Safety & Emergency Procedures:
  • Stay well-versed in hotel emergency procedures, fire safety, and evacuation routes to ensure guest safety at all times.
• Team Collaboration & Handover:
  • Collaborate with the previous and incoming shift teams to ensure smooth operations and effective communication about guest needs and hotel status.
• Additional Responsibilities:
  • Assist with managing guest requests, ensuring accurate documentation in the guest request log.
  • Participate in VIP guest arrangements, ensuring exceptional service standards are met.

Qualifications & Skills:

• Hotel background desired
• Exceptional interpersonal and communication skills.
• Strong organizational skills with attention to detail.
• Ability to handle multiple tasks simultaneously while maintaining composure.
• Proficiency in hotel management software and general office applications.
• In-depth knowledge of local area attractions and amenities.
• Previous experience in a luxury hospitality setting preferred.
• Flexibility and willingness to work various shifts, including evenings, weekends, and holidays.

Additional Requirements:

• Knowledge of fire safety and emergency procedures.
• Ability to work collaboratively within a team to create an exceptional guest experience.

EOE