Hotel Lobby Ambassador

San Manuel Casinos•Highland, CA

11d•Onsite

About The Position

Under the direction of the Manager Hotel Front Desk, the Lobby Ambassador is responsible for engaging with Hotel guests to enhance their overall experience. Acknowledges and welcomes all guests according to enterprise and Department standards, anticipating guest and visitor needs and thanking guests with genuine appreciation. Creates unique memories, builds rapport, and maintains a professional relationship with guests while following and meeting enterprise service excellence standards. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Engages Hotel guests to enhance service experience. Effectively provides information on all outlets within hotel and is knowledgeable of all hours of operations and all Hotel offerings (Restaurants & Bars, Lounge and Casino). Works closely with all other departments such as restaurants, spa and entertainment to make sure guest needs are met. 2. Responds to special requests from guests with unique needs and follows up to ensure satisfaction. Gathers, summarizes, and provides local area knowledge to inform guests about property and surrounding area’s amenities, (including special events and local activities). Contacts appropriate individual or department (Bell Person, Housekeeping, Food & Beverage etc.) as needed to resolve/address guest requests or concerns. 3. Safeguards confidential nature of guest, department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise. Reports accidents, injuries, and unsafe work conditions to management. Completes regular customer service and safety training to keep certifications current as needed. Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills. 4. Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor/Manager on Duty as needed. Ensures follow up to confirm timely completion and resolution. 5. Performs other duties as assigned to support the eﬃcient operation of the department.

Requirements

High School Diploma or equivalent required.
Minimum of three (3) years customer service experience required.
Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.
Excellent communication skills required.
Ability to identify and prioritize issues.
Excellent organizational skills.

Nice To Haves

Upscale hotel experience preferred.

Responsibilities

Engages Hotel guests to enhance service experience.
Effectively provides information on all outlets within hotel and is knowledgeable of all hours of operations and all Hotel offerings (Restaurants & Bars, Lounge and Casino).
Works closely with all other departments such as restaurants, spa and entertainment to make sure guest needs are met.
Responds to special requests from guests with unique needs and follows up to ensure satisfaction.
Gathers, summarizes, and provides local area knowledge to inform guests about property and surrounding area’s amenities, (including special events and local activities).
Contacts appropriate individual or department (Bell Person, Housekeeping, Food & Beverage etc.) as needed to resolve/address guest requests or concerns.
Safeguards confidential nature of guest, department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise.
Reports accidents, injuries, and unsafe work conditions to management.
Completes regular customer service and safety training to keep certifications current as needed.
Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills.
Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor/Manager on Duty as needed.
Ensures follow up to confirm timely completion and resolution.
Performs other duties as assigned to support the eﬃcient operation of the department.