Lobby Ambassador

Pyramid Global Hospitality • Saint Michaels, MD

4d • $25 - $25 • Onsite

About The Position

The Lobby Ambassador is the "Conductor of First Impressions," serving as the primary orchestrator of the guest’s emotional journey from arrival to departure. This role is not merely about presence; it is about the flawless execution of technical and emotional service standards that define the world’s most prestigious properties.

In this high-profile leadership-by-presence role, you will adhere strictly to Forbes Travel Guide (FTG) Standards, ensuring every interaction is marked by a sense of graciousness, anticipation, and impeccable professionalism. You are a mobile, high-touch resource, removing the friction of travel and immediately immersing guests in the resort's luxury environment.

Requirements

• High school diploma or GED required, some college or vocational courses preferred.
• Two years prior experience in customer service in a high-paced, detail-oriented position.
• Must be able to read, write, and type in English.
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Advanced knowledge of the local area
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Nice To Haves

• Experience: Minimum 2–3 years in a Forbes 4 or 5-Star or AAA Five Diamond-rated property.
• Emotional Intelligence: A "high EQ" with the ability to read a guest’s body language and adjust service pace accordingly.
• Flexibility: Ability to work a varied schedule including nights, weekends, and holidays to support 24/7 resort operations.

Responsibilities

• Proactively acknowledge every guest within 30 seconds of entry with a warm, sincere greeting, direct eye contact, and a natural smile.
• Observe and identify guest needs before they are voiced—a glass of water to someone appearing fatigued, or directions to a guest who looks disoriented.
• Consistently and naturally use the guest’s name throughout the interaction to create a sense of recognition and belonging.
• Maintain a professional, articulate, and gracious tone. Avoid slang and "fragmented" phrases, ensuring all communication reflects the property's sophisticated brand.
• Ensure the environment is always “Five-Star Ready”—checked for scent, lighting levels, and immaculate cleanliness (spotless glass, no debris).
• Lead the "warm hand-off" when introducing guests to the Front Office or Bell Team, ensuring all known guest preferences are communicated to the next department.
• Take immediate ownership of any guest dissatisfaction, resolving the issue on the "first contact" whenever possible to turn a challenge into a "wow" moment.
• Guide guests throughout their stay by offering personalized recommendations on local dining and attractions, ensuring attentive service, and coordinating with valet for seamless name recognition upon arrival and departure.

Benefits

• comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options.
• We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off.
• all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED