Service Stylist/Guest Service Ambassador-Full Time - The Langham, Chicago

Langham Hospitality Group • United States,

7d • Onsite

About The Position

Represents the hotel to arriving and departing guests and visitors. The role involves acknowledging, welcoming, and departing guests and visitors by escorting them to appropriate areas or colleagues within the hotel. This position focuses on greeting and recognizing repeat guests and VIPs, making them feel at home with a warm, sincere, and personalized approach, while maintaining a high level of engagement for all guests.

Requirements

• Ability to accurately understand guest inquiries and provide responses.
• Ability to focus attention on guests’ needs and wishes.
• Ability to prioritize and organize.
• Ability to think promptly and make appropriate judgments.
• Ability to work well under pressure of arrivals and departures of guests and visitors.
• Ability to exert physical effort in opening Hotel Entrance doors and assisting guests with luggage while escorting them in the Hotel Front Entrance and Lobby areas.
• Ability to remain stationary at assigned post.
• Ability to maintain positive relations and work cohesively with co-workers and management as part of a team.
• Ability to build professional relationships with repeat guests by remembering their names, recognizing them, knowing their individual interests, preferences, needs and wishes.
• Ability to proactively anticipate and comply with guests’ needs and wishes.
• Experience in the hospitality industry in a similar position.
• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.

Nice To Haves

• High school diploma preferred.
• Previous guest relations training and/or experience preferred.

Responsibilities

• Maintain knowledge of daily arrivals and departures of repeat guests and VIP’s and their expected arrival/departure times.
• Maintain knowledge of scheduled daily activities.
• Have a general knowledge of the hotel product, room types, all food and beverage outlets, Chuan Spa, Flavors of Langham, and The Club Lounge.
• Escort each arriving guest from the front entrance to the Reception Desk.
• Greet guests with genuine warmth and enthusiasm upon arrival, ensuring a seamless, efficient, and personalized check-in experience by obtaining each arriving guest's name and introducing them to the front desk agent.
• Acknowledge and recognize repeat guests and VIP’s arriving and provide a professional and warm welcome by using the guest’s name.
• Acknowledge and recognize repeat guests and VIP’s departing and provide a professional and fond farewell by using the guest’s name.
• Warmly and sincerely provide a farewell to departing guests and visitors, escorting each departing guest from the Reception Desk or Lobby to the Hotel front entrance area.
• Identify and recognize guests who are accommodated on the Club Floor.
• Be fully versed in the FORBES service standards.
• Engage with guests throughout their stay to understand their preferences, needs, and expectations, using this information to tailor services and experiences.
• Maintain contact with in-house guests to build a personal relationship with each guest.
• Listen to guest’s requests with warmth, care, and empathy and record preferences, specifically for VIP guests.
• Assist with Cinema suite requests and Kids suite escorting requests.
• Provide personalized attention to VIPs, repeat guests, and loyalty program members, ensuring their preferences are noted and prioritized.
• Coordinate with housekeeping and other departments to ensure guest rooms are ready upon arrival and reflect specific requests, arranging for special in-room amenities.
• Assist the bell team with managing Q-rooms and organizing/delegating luggage delivery during peak check-in/out times to ensure luggage is delivered/retrieved within 10 minutes of checking in/out.
• Be mobile throughout the Hotel and between multiple floors.

Benefits

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• Paid Holidays
• Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling

What This Job Offers

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