Guest Service Ambassador

Sophy•Chicago, IL

9d•Onsite

About The Position

The Guest Service Ambassador creates a welcoming first impression by providing excellent customer service with a smile! They help guests feel at home by using the guest name whenever possible, assisting with luggage, serving as a resource to local restaurants, businesses and attractions, and ensuring guest needs are met throughout their stay. They monitor the property to ensure activities at the hotel comply with Olympia’s safety policies and procedures. We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace and live the company values: Fun, Accountability, Concern for Others, Continuous Improvement, and Trust. Our values are at the center of everything we do. We use them as guides to make decisions and chart our course on a daily basis.

Requirements

Experience in guest service and/or working with the public is required.
Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
Communicating effectively, both verbally and in writing (i.e. use appropriate language, display proper tone, attitude and body language when communicating)
Ability to understand and follow instructions as directed by supervisor/manager
Working Safely is a condition of employment. All employees must follow the safety policies
Be polite, courteous and helpful to all guests and coworkers, displaying a positive “can do” attitude while maintaining a high level of professionalism consistent with the company values
Acknowledge our guests with a smile and friendly “hello.” Promptly attend to guest needs
Comply with all hotel policies and procedures, i.e. Employee Handbook, Conduct Policy, Safety Policy, etc.
Comply with guest privacy standards
Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor.
Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, foot wear and name tag) neat in appearance
Complete work in a timely manner and meet productivity standards/expectations
Keep work area clean, neat, and well organized
Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)
Seek approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)
Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure
High school diploma and/or equivalent work experience

Nice To Haves

CPR, First Aid training is helpful.

Responsibilities

Serve as property concierge: Assist guest and patrons with information and directions to local venues, restaurant’s etc. (Knowledgeable of restaurants and local attractions) and provide guests with suggestions and directions; book reservations at local restaurants; assist guest with additional needs and requests
Assist guest with making alternate transportation reservations (i.e. calling/hailing a cab/taxi)
Serve as guest ambassador by spending a majority of their shift interacting with guests
Answer telephone calls, demonstrating excellent customer service and phone etiquette, take messages, answer questions, and assist in guest requests during busy periods or when Night Auditor is away from desk
Know hotel layout, i.e. fire exits, storage, electrical room, etc.
Make rounds by walking the property frequently, observe and appropriately handle all safety/security related matters; complete Incident Report noting specific details, witnesses – names/phone numbers, etc..
Check windows, doors, and be aware of unauthorized individuals in the area
Contact Police / Fire Department when appropriate
Identify, communicate and follow-up on maintenance issues
Maintain radio contact with Front Desk (professional language and tone)
Escort employees to their vehicles after hours, ensure vehicles are locked
Sweep and keep car port area neat and clean, wipe finger prints off entrance doors and windows, empty trash as needed
Regular attendance and reporting to work on time, ready to begin your shift is an essential function of employment (being tardy places an unfair burden on the team)
Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
Communicating effectively, both verbally and in writing (i.e. use appropriate language, display proper tone, attitude and body language when communicating)
Ability to understand and follow instructions as directed by supervisor/manager
Performing the job duties as described. (Reasonable accommodations will be considered in accommodating eligible employees. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources)
Be polite, courteous and helpful to all guests and coworkers, displaying a positive “can do” attitude while maintaining a high level of professionalism consistent with the company values
Acknowledge our guests with a smile and friendly “hello.” Promptly attend to guest needs
Comply with all hotel policies and procedures, i.e. Employee Handbook, Conduct Policy, Safety Policy, etc.
Comply with guest privacy standards
Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including termination)
Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, foot wear and name tag) neat in appearance
Complete work in a timely manner and meet productivity standards/expectations
Keep work area clean, neat, and well organized
Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)
Seek approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)
Perform additional duties as assigned