LOBBY AMBASSADOR

MDM Group Marriotts•Miami, FL

6h•Onsite

About The Position

Provide exceptional customer service to all guests of the hotel in a hospitable, friendly, and efficient manner. Attend the lobby area by creating a level of concierge service that consistently delivers professional, warm, friendly, and personalized hospitality to all guests. Greet guests and inform them of property amenities, services, hours of operation, and local areas of interest and activities. Assist with luggage storage and retrieval. Supply guests with directions. Dispatch bell staff or valet staff as needed. Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Responsibilities

Supply guests/residents with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities.
Address guests' service needs in a professional, positive, and timely manner.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking guests questions to better understand their needs, watching/listening to guest preferences, and acting on them whenever possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Assist individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Comply with quality assurance expectations and standards.
Talk with and listen to other employees to effectively exchange information.
Assist coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.