Lobby Attendant

Shamin Hotels Master•Williamsburg, VA

About The Position

The Hilton Lobby Ambassador is a key hotel representative responsible for creating a welcoming, memorable guest experience from arrival throughout the stay. The role provides attentive customer service, assists with guest inquiries and requests, helps maintain a clean and comfortable lobby, and supports guest safety and security. The position requires a friendly, professional manner, attention to detail, and a proactive approach to helping guests feel valued.

Requirements

High school diploma or equivalent.
Previous experience in customer service, hospitality, or a related field.
Excellent communication and interpersonal skills.
Friendly, outgoing personality and 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.

Responsibilities

Welcome guests warmly as they enter the lobby.
Assist guests with luggage, directions, and other needs, and escort them to the front desk or other hotel areas when requested.
Provide information about hotel amenities, services, and local attractions.
Assist guests with restaurant reservations, transportation arrangements, and ticket bookings, and offer recommendations.
Address guest concerns and complaints promptly, work with hotel staff and management to resolve issues, and follow up to confirm satisfaction.
Keep the lobby clean, organized, and visually appealing; replenish amenities such as newspapers, magazines, and refreshments; and arrange seating and decor.
Build rapport with guests, recognize returning guests, VIPs, and loyal customers, and proactively anticipate and address guest needs.
Monitor the lobby for safety and security concerns and report suspicious behavior to management.
Follow established safety protocols and emergency procedures during incidents or evacuations.