Valet) - The Langham, New York

Langham Hotel

14h•Onsite

About The Position

Langham Hospitality Group (LHG), a wholly-owned subsidiary of Great Eagle Holdings, encompasses a family of distinctive brands including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo. With over 40 hotels and residences globally, LHG has a significant footprint across Asia, Europe, North America, Australasia, and the Middle East. The Langham, New York, located on Fifth Avenue, is celebrated for its modern luxury and genuine, personalized service, aligning with the culture and values of Langham Hospitality Group. It features spacious guest rooms with Empire State Building views, The Gallery event space, and fine dining at Ai Fiori. The Guest Services Ambassador position is pivotal in shaping a guest’s initial and final impressions of The Langham, New York. This role involves welcoming guests, transporting luggage to and from guestrooms, escorting guests to their rooms, and providing comprehensive information on hotel services and features. The ambassador is responsible for attending to guests' immediate needs upon arrival and throughout their stay, requiring thorough knowledge of all hotel amenities and points of interest. Colleagues in this role must understand and perform according to Langham Brand standards and Forbes service standards, recognizing the importance of creating lasting impressions.

Requirements

Ability to effectively communicate verbally in English with the hotel’s sophisticated clientele about matters involving the hotel, and any aspect of a guest’s stay.
Ability to work cohesively as part of a team.
Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy and collect accurate information.
Ability to read English language to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
Considerable knowledge and ability to communicate clear directions to nearby local attractions and hotel facilities and services.
Considerable knowledge of New York and the surrounding areas.
Ability to learn and perform all essential job functions accurately and safely with minimal direct supervision within two weeks after the employee begins work.
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
Must have a valid NY (or other state) driver’s license in good standing.

Nice To Haves

High school diploma preferred.
Prior hospitality or guest service experience preferred.

Responsibilities

Present a warm, hospitable attitude to all guests.
Respond immediately to guest inquiries regarding hotel features, services and assistance.
Provide clear and understandable directions to hotel facilities and nearby attractions.
Move from door post to and from other areas throughout the hotel in response to guest needs.
Assist with acquiring taxi cabs for guest and confirm destination with driver and advise travel time to guest.
Read luggage tags and provide claim tickets to ensure appropriate delivery.
Grasp, lift and/or carry or otherwise move packages, luggage or boxes from cars, buses and vans, placing packages and luggage onto baggage carts or in secure areas.
Provide valet assistance to guests which requires driving guest cars to and from the parking garage appointed by the hotel.
Provide guestroom and hotel tours.
Maintain an alert and attentive demeanor at all times in addition to remaining calm during periods of heavy business volumes.
Advise housekeeping as necessary and assist personally to maintain a clean, orderly appearance of the main hotel entrance.
Clearly communicate guest parking procedures and applicable costs to arriving guests.
Other duties as assigned by the supervisor which would include the operation of the hotel house car whenever needed.
Familiar with the area of 10 blocks surrounding the hotel to better assist guest with any inquiries.
Abide by all hotel policies, guidelines, and standards, most of which are outlined in the hotel’s Colleague Handbook.
Assist with other Guest Service Ambassador duties as needed, including check in and out, guest inquiries, reservations assistance, and any other tasks as needed to ensure an outstanding guest experience.
Good working knowledge of 1865 program, FFP and all other relevant programs.
Excellent understanding of the 1865 membership program and actively promote.
Greet guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Promote Langham marketing programs.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Handle guest feedback in a tactful manner and offer resolutions in order to resolve guest dissatisfaction.
Work varying schedules to reflect the business needs of the hotel.
Assist other departments as needed.