Guest Experience Ambassador - Reikart House Hotel, Amherst NY

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Experience Ambassador for the Reikart House in Amherst, NY.

Job Purpose:

Provide information concerning the hotel and the city to the guests and service their immediate needs as thoroughly as possible. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Set-up and maintain the Private Bar.
• Provide information and assist guests concerning: restaurants, theater/musical productions, airlines, automobile, rental, transportation directions, office services, beauty/barber establishments, any other appropriate services and render the services of reservations for such.
• Arrange, record, deliver, all special requests for arriving guests.
• Greet arriving guests in lobby. Take them to specified room/s, touring guests through any elements that are new to them in their suite and present keys.
• Offer services of ticket agencies, limousine service and tour guide organizations to guests.
• Service each guest comment/complaint according to procedure - escort and service VIP guests.
• Be able to perform a variety of guest requests and think creatively when called upon in order to establish a memorable experience for every guest.
• Create extra-special moments for guests at every opportunity, including recognizing and celebrating birthdays, anniversaries, etc.
• Gain a comprehensive understanding of all menus, outlets, and on-site amenities and communicate these to the guests when asked, so they engage in those activities.
• Inspect “white glove” all guest rooms prior to guest arrival, and during guests’ stay to ensure excellence.
• See to any secretarial needs of guests, such as faxing, copying, printing, courier services, etc.
• Provide Valet Laundry Service. Facilitate the guest’s laundry and dry cleaning requests by collecting clothing and ensuring delivery at guest’s requested time.
• Provide Shoe Shine Service. Be available to provide complimentary shoe polishing.
• Provide Ice Service. Ensure the guest’s rooms is supplied with fresh ice daily, with additional ice service upon guest’s request.
• Provide Departure Luggage Services. Offer personalized services, including packing/unpacking and organization of guest belongings, cloth pressing, laundry management, shoe shining, and description of room amenities. Utilizing techniques while packing/unpacking that will ensure the guest’s clothing is properly folded and items are neatly arranged. Assist with transportation arrangements and bookings, and bid them farewell.
• Follow Standard Operating Procedures for the White board, Log Book, computerized Guest Profile upkeep, and Food Orders, etc.
• Assist in the cleanliness of the concierge lobby area to ensure that high standards are always kept.
• Assist Housekeeping with the cleanliness and maintenance of corridors and guestrooms, this includes proactively stripping beds during necessary times.
• Familiarize oneself with the area; i.e., social, cultural, historical and physical attractions.
• Monitor guest activity while at the hotel, including being on call for an special requests of last minute needs.
• Maintain and control concierge equipment.
• Maintain a presence in the lobby during down time.
• Be able to operate and help guests with In Room IT equipment’s such as television, heating controls, safe, DVD player, private bar, room key, shower features and light fixtures in the guest’s room.
• Conduct daily walk of the hotel, looking for cleanliness and order.
• Present folio to the guest if requested upon departure. Research and have desk clarify any misunderstandings with regards to guest folio.
• Maintain a well-stocked pantry so all items needed per Standard Operating Procedures are at hand in sufficient numbers.
• Operate on the basis that service to and the pleasure of the guests is the highest priority.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• The candidate must possess strong interpersonal relationship skills and be able to maintain excellent professional presentation and grooming. He or she must also possess strong reading and writing skills.
• The use of the computer, including Microsoft Office products, PMS system, spa booking system and CRM system will be necessary.
• Prior knowledge of these systems are not necessary, but a definite plus.
• A minimum of two years prior experience in related hospitality fields is necessary, and prior formalized training as a butler is highly regarded.
• Demonstrate an ability to operate seamlessly with all departments and work well as a team members within the department.
• Demonstrate an ability to understand guests' service needs and continue to interact with aplomb, even with guests displaying high expectations.
• Demonstrate an ability to maintain confidentiality and privacy.
• Maintain database of guest preferences, habits, and special dates for your guest.
• Conduct oneself in a discreet manner when in guest areas.
• Be able to participate proficiently in functions outside ones department when called upon.
• Preparation of luxury bath.
• Other duties as required.
• Lifting of food and beverages on and off carts 15% of time, 20 lb. maximum. Pushing/pulling small cart.
• Bending and possibly kneeling required
• Mobility - able to move food and beverages from kitchen up to Concierge Lounge in the elevator (round trip).
• Continuous standing and walking throughout shift - communicating with guests. Making reservations, dispensing information.
• No climbing required.
• No driving required.

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program