Prince Waikiki: Club Lounge Ambassador (On-Call)

Prince Waikiki•Honolulu, HI

12d•Onsite

About The Position

As an integral part of a team, the Club Ambassador is responsible for all aspects of the setup, breakdown, and maintenance of the Lounge. They serve as an ambassador of the Hotel and Golf Club, providing special assistance and information about the property and local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction. This role involves greeting and acknowledging guests, maintaining cleanliness, setting up and breaking down food and drinks, and managing lounge supplies. The ambassador must display a friendly, courteous, and professional manner in all dealings with guests and employees. They will welcome and register hotel guests, fulfill requests, handle special instructions, and adhere to established policies. Key responsibilities include managing keys, pre-registering guests, coordinating with other ambassadors for luggage and requests, handling guest problems or complaints, utilizing the computer system for reports and special requests, and keeping support departments informed. The role also involves completing key packets and vouchers, modifying registration cards, reciting hours of operation, understanding the tasks of other departments, handling hotel emergency procedures, and performing delegated tasks. The ambassador will register guests, assign rooms, accommodate special requests, check in/out guests, settle accounts, understand room status and locations, use suggestive selling techniques, coordinate room status updates with housekeeping, possess knowledge of the reservations department, take reservations, know cancellation procedures, issue key cards with proper controls, use Front Office equipment, process guest requests, use proper phone etiquette, handle mail/packages/messages, be aware of daily activities, coordinate guestroom maintenance, report unusual occurrences, know safety and emergency procedures, and understand accident prevention policies. The role requires flexibility in shift changes, potential bending, stooping, and lifting up to 30 pounds, and the ability to work well with other departments. Cross-training in other areas is expected to understand overall hotel operations. Effective communication, prioritization, and coordination of multiple tasks are essential. Familiarity with all hotel services and features is required to respond to guest inquiries accurately. The position demands high organization and attention to detail, with a focus on maintaining positive guest relations. Accurate typing skills of 40 words per minute are necessary. All other duties as may be required or assigned are also part of the role. Other duties include generating reports, escorting guests to their rooms if needed, assisting other positions in the department, and following all company policies and procedures.

Requirements

Proficient in English (oral and written) to effectively perform job functions.
Able to perform general cashiering procedures.
Able to multi-task.
TB clearance.
Liquor card (Yellow Card).
High school graduate or equivalent.
Must be able to speak, read, write, and understand the primary language (English) used in the workplace.
Must be able to speak.

Nice To Haves

Minimum 3 years customer service experience preferred.

Responsibilities

Set up, break down, and maintenance of the Lounge.
Serve as an ambassador of the Hotel and Golf Club.
Provide special assistance and information about the property and local area attractions.
Greet and acknowledge all arriving/departing guests.
Maintain cleanliness, sanitation, and organization of work areas.
Set up and break down of food and drinks at the Club Lounge.
Maintain supplies for the Lounge.
Welcome and register hotel guests, fulfilling requests and handling special instructions.
Handle a multitude of keys.
Pre-register individuals or groups as required.
Assist in escorting VIP’s and return guests to their rooms as requested.
Work closely with Guest Service Ambassadors, Concierge Ambassadors and Front Service Ambassadors to coordinate efficient handling of guest luggage and follow up on guests requests.
Handle guest problems or complaints.
Utilize the computer system in running daily reports and blocking special requests.
Keep all support departments informed of necessary information or requests.
Complete key packets and vouchers, and modify registration cards.
Recite hours of operation of all hotel facilities and special service codes.
Understand the tasks performed by a Communication Ambassador, a Reservation Agent, a Concierge Ambassador and a Housekeeper.
Handle hotel emergency procedures and situations with maturity and professionalism.
Perform tasks and projects as delegated by management.
Register guests and assign rooms; accommodate special requests whenever possible.
Check in/out and settle account with full understanding of folio.
Understand room status and room status tracking.
Know room locations, types of rooms available, and room rates.
Use suggestive selling techniques to sell rooms and promote other hotel services.
Coordinate room status updates with the Housekeeping Department.
Possess a working knowledge of the Reservations Department, take same day reservations and future reservations when necessary.
Know cancellation procedures.
Issue key cards with proper controls.
Know how to use Front Office equipment.
Process all guest requests.
Use proper phone etiquette.
Use proper mail, package and message handling procedures.
Be aware of daily activities and meetings taking place in the hotel.
Coordinate guestroom maintenance work with the engineering and maintenance division.
Report any unusual occurrences or requests to the manager or designated manager.
Know all safety and emergency procedures.
Be aware of accident prevention policies.
Generate reports as required.
Escort guests to their room upon check-in if needed.
Assist other positions in the department.
Follow all company policies and procedures.