Job Description
Job Description
Description : Title : Ambassador
Reports to : Guest Services Manager
Position Type : Full-time / Part-time, Non-exempt
Job Summary :
The responsibility of the LP Ambassador is to perform all the Guest Services functions including, but not limited to, greeting and registering the guest, assisting in making both on-site and off-premises arrangements on behalf of our guests, answering guest inquiries, following up on guest comments and remarks, making and modifying guest reservations, resolving guests’ complaints to ensure their satisfaction, and settling the guest’s account upon completion of their stay. Excellent time management and problem-solving skills are crucial to this position, which is in a very fast-paced environment.
Duties & Responsibilities :
- Act as an ambassador for the property, the Village of Los Ranchos, and Albuquerque
- Ensure guests are greeted upon arrival, quickly and appropriately fulfill guest requests, and approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
- Receive and maintain Inn and Restaurant reservations, being aware of seasonal packages and policies
- Assist with general guest service tasks such as delivering items to guest rooms, assisting guests with check-ins, responding to guest requests, and addressing lost and found issues as required
- Regularly check guest rooms before guest arrival to deliver packages and ensure room meets standards for guest arrival
- Assist Inn guests with restaurant reservations, directions, taxis, etc
- Generate reports, complete regular office work, and check guest rooms and property to ensure property standards are met
- Maintain a level of security on the property by ensuring appropriate lights are on, locking doors, and responding to emergencies
- Answer telephones between scheduled hours, make room reservations, confirm details with future clients by email, charge credit cards, and settle bills for checkouts
- Respond rapidly to requests for emergency and non-emergency assistance in a professional and hospitable manner
- Act as a liaison between the Inn and the Culture & Community Events department
- Maintain up-to-date knowledge of on-site activities and private event clients
- Share general information about Los Poblanos' history and farming with interested guests
Essential Job Functions :
Greet customers, patrons, or visitorsArrange services or reservations for patronsDeliver itemsStore luggage or other possessions for patronsProvide patrons with directions to locales or attractions and eventsMaintain financial or account recordsVerify the accuracy of financial or transactional dataDiscuss account status or activity with customers or patronsCollect deposits, payments, or feesOperate communications equipment and computer systemsReport maintenance or equipment problems to the appropriate personnelMaintain complete knowledge of :All LP features, services, and hours of operationAll Campo food concepts, menu price range, and ambianceAll hotel room amenitiesDaily house counts and expected arrivals and departures, particularly include VIPsScheduled daily group activities, names, and locations of meeting and banquet roomsLocal events, attractions, holiday schedulesMaintain expert knowledge of all services provided by LP and how to suggest, promote, and arrange utilization of those services to maximize property revenue and guest satisfactionAssist with on-site activities and services for special events and holidaysMaintain expert knowledge of local and regional activities and services, maintaining positive and active relations with key local providers (i.e., florists, limousine and taxi services, restaurant contacts, etc.)Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intendedMaintain complete knowledge of all technology and programs used by the Guest Services team with the basic ability to troubleshoot when necessaryAccommodate all guest requests expediently and courteously.Follow up with designated LP personnel to ensure completion of the request and with a guest to ensure satisfaction with a solutionCommunicate daily events, occupancy level, VIPs, group functions, etc., with each department employee at the start of the shiftAct as a key liaison for welcoming special event guests (wedding guests, corporate groups, retreat guests, etc.) and maintain up-to-date knowledge of their schedule and all group reservations. Continue to engage these VIP guests throughout the duration of their stayAssist with property-wide communication efforts to share information about weekly activities and eventsOperate the shuttle as requested by guestsPre-call guests to confirm reservation details before arrivalRequirements :
1 – 2 years experience in a hospitality and / or customer service role.Friendly, goal-oriented, and outgoing with great people skills.Able to read, comprehend, and write complex instructions and / or short correspondence and memos, having excellent verbal communicationCompletion of High School DiplomaAble to give and carry out a direction in a high-activity and service-oriented environmentKnowledge of Microsoft programs and intermediate computer skills.Must be able to sit, stand, bend, squat, reach, and walk 8 to 10 hours a day.Able to grasp, lift, carry. Must be able to lift 30 lbs. in short intervals throughout the day.Must be willing and can work a varied schedule, including evenings, weekends, and holidays.Required to wear the approved uniform during scheduled shifts.Preferred :
Being able to speak Spanish is a plusInterest in sustainability, food, and New Mexico cultureExperience in a Hotel EnvironmentThis job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
