Lobby Ambassador/Bellperson

The Westin Palo Alto•Palo Alto, CA

3d•Onsite

About The Position

The Lobby Ambassador/Bell person is the first point of contact with hotel guests. This position is responsible for greeting and providing a positive impression upon guest arrival/departure. The Lobby Ambassador/ Bell person will escort guests to the hotel check-in area and to and from their accommodations when necessary. This position will orient guests with the features of the property and their accommodations, assisting the guest in any way to make them feel more comfortable. Guest Service responsibilities will vary and are inclusive of handling guest luggage, delivery of messages, packages, etc. At all times, the Lobby Ambassador/ Bell person is expected to be attentive to our guest needs and making them feel welcome, comfortable, important and relaxed.

Requirements

High School Diploma or equivalent
Minimum guest service experience, equivalent, or a combination of education and experience.
Knowledge of hotel function and guest profiles.
Knowledge of local area including restaurants, landmarks, shopping centers and or local attraction.
Business communication skills both verbal and written in English.
Interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
Skill to manage multiple tasks at a time, maintain focus and structure under pressure.
Skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction.
Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
Ability to learn new software and computer systems.
Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.
Prolonged standing/walking for 8+ hours.
Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 200 lbs.

Responsibilities

Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc.
Demonstrate brand standards, behaviors, hallmarks and mandates.
Follow all emergency and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction.
Greet all guests and or associates upon contact.
Greet guests pleasantly as they approach the porte cochere and hotel entrance.
Assist with removing luggage from guest vehicle, carrying luggage into the hotel, holding the leashes of pets or managing doors.
Relieve guests of their luggage on arrival, store it and log it.
Escort guest into the lobby and to the reception desk.
Assist with escorting guests to their room and or other hotel area as needed.
Deliver various Guest Service related items to guest room and/or applicable meeting space (i.e. delivery of messages, packages, amenities, guest gifts, etc.).
Make deliveries to guest rooms as instructed.
Spark conversations with guests and associates in a professional manner, smile often, and establish relationships in order gain trust and loyalty.
Resolve and address all guest and associate questions and or concerns in a timely, creative and professional manner.
Report any issues, concerns and or suggestions to management.
Have constant communication with all hotel departments in order to ensure guest satisfaction. (I.e. guests, wait staff, cooks, and supervisor, etc.).
Acknowledge guest by name with each opportunity.