Lobby Attendant

Shamin Hotels Master•Portsmouth, VA

7d•Onsite

About The Position

The Hilton Lobby Ambassador is a key representative of the hotel, responsible for creating a welcoming and memorable experience for guests from the moment they enter the lobby. They provide exceptional customer service, assist with guest inquiries, and ensure that guests feel valued and well taken care of throughout their stay. The Hilton Lobby Ambassador plays a vital role in creating a positive first impression and ensuring that guests feel welcome and valued throughout their stay. Their dedication to exceptional service, attention to detail, and proactive approach to guest engagement contribute to the overall success and reputation of the hotel.

Requirements

High school diploma or equivalent.
Previous experience in customer service, hospitality, or a related field.
Excellent communication and interpersonal skills.
Friendly and outgoing personality with a genuine desire to help others.
Strong problem-solving abilities and ability to remain calm under pressure.
Knowledge of hotel operations, local attractions, and tourist services.
Professional appearance and demeanor.
Ability to stand, walk, and lift objects for extended periods.
Flexibility to work varying shifts, including evenings, weekends, and holidays.
Be Golden, Collaborate and Help Others Succeed.
Be a role model, Embrace Responsibility and Keep Learning.
Be Positive, Care Deeply and Create Memories.

Responsibilities

Welcome guests as they enter the lobby, providing a warm and friendly greeting.
Offer assistance with luggage, directions, and other guest needs.
Escort guests to the front desk for check-in or to other areas of the hotel as requested.
Provide information about hotel amenities, services, and local attractions.
Assist guests with restaurant reservations, transportation arrangements, and ticket bookings.
Offer personalized recommendations and insider tips to enhance the guest experience.
Address guest concerns or complaints promptly and effectively.
Liaise with hotel staff and management to resolve issues and ensure guest satisfaction.
Follow up with guests to ensure that their needs have been met and that they are satisfied with the resolution.
Ensure that the lobby area is clean, organized, and visually appealing at all times.
Monitor and replenish amenities such as newspapers, magazines, and refreshments.
Arrange seating areas and decor to create a welcoming and comfortable environment for guests.
Build rapport with guests and establish personal connections to make them feel valued and appreciated.
Remember and acknowledge returning guests, VIPs, and loyal customers.
Anticipate guest needs and proactively offer assistance or recommendations.
Maintain awareness of the lobby area and surroundings to ensure the safety and security of guests and property.
Monitor guest activity and report any suspicious behavior or security concerns to management.
Follow established safety protocols and emergency procedures in the event of an incident or evacuation.