Temporary Guest Reception Ambassador (Service Stylist) - The Langham, New York

Langham Hospitality Group

1d•$40•Onsite

About The Position

About Langham Hospitality Group A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. The Langham, New York offers modern luxury on Fifth Avenue and is recognized for its genuine, personalized service in line with the culture and values of Langham Hospitality Group. The hotel boasts spacious guest rooms with views of the Empire State Building, The Gallery event space and fine dining at Ai Fiori. The Guest Reception Ambassadors’ primary responsibility is to provide an exceptional level of service to guests from taking reservations, answering inquiries, welcoming guests, creating a memorable stay, and ensuring a fond farewell upon checkout. Be fully versed on both the Langham Brand standards and Forbes service standards.

Requirements

Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
Ability to establish and maintain effective working relationships with employees, customers, and patrons.
Requires sitting for long periods of time in a confined space and in close proximity to other employees to continuously perform essential functions.
Must be fluent in English and have excellent communication skills.
Must be able to receive and process various data statistical information and understand basic mathematical functions.
Knowledge and experience with Opera System, a plus.
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.
High school diploma preferred.
Prior luxury hotel experience required.

Nice To Haves

New York Driver’s License preferred
Member of The New York City Association of Hotel Concierge preferred
Membership of Clefs d’Or preferred
CPR certification and/or First Aid training preferred.

Responsibilities

Provide reservations services including but not limited to:
Respond to all inquiries in a professional manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Langham’s high standards of quality.
Maximize revenue using effective upselling methods. Answer the telephone and greet prospective guests in a friendly manner using clear, verbal communication.
Provide accurate information regarding hotel facilities and services, airline partnerships, local attractions, events, directions, and marketing programs. Assign reservations based on guest preferences and availability.
Utilize and leverage full potential of the hotel computer system.
Be fully-versed on hotel’s deposit and guarantee policies.
Enters all Sales bookings and group contracts on a timely basis.
Contact upcoming guests to inform them of relevant information about the hotel’s services (and limitations if any); and gather relevant information to prepare for their arrival.
Ensure proper billing transactions are posted or noted in guest reservations.
Attend operations meetings where reservations team’s presence is required.
Performs routine filing and required report keeping for the department.
Make all necessary preparations for the guests’ stay including but not limited to:
Conduct daily reviews of all arriving guests, ensuring all details in PMS are accurate. Cross check details with CRM/1865 to capture guest information and preferences.
Responsible for the upkeep of VIP and Guest History system, along with 1865 (guest loyalty program) system, ensuring that regular maintenance of profiles is carried out
Record and maintain knowledge of guest preferences and interests, especially our repeat guests and VIPs.
Update profiles with guests preference, habits, personal information, any issues or queries guests may have during their stay
Responsible for daily room allocation of VIP guests
Carry out full room inspections prior to the arrival of VIPs to ensure immaculate room presentation and that all necessary amenities, flower and specific requests are in place
Liaise with Food and Beverage and Housekeeping regarding special amenities and flowers for guests celebrating special occasions, high profile guests and guests with special needs/requests
Contact all guests in advance of their arrival. Maintain communication during their stay and after departure (as appropriate) to ensure consistent connection with the Guest Relations department
Ensure daily VIP lists and amenity request sheets are distributed in a timely manner on a daily basis
Assist guests and visitors in and out of Hotel Lobby. Warmly and sincerely greets arriving guests / visitors, bid farewell to departing guests or visitors.
Anticipate guest needs and handle guest inquiries in a helpful and attentive manner. Demonstrate a sense of ownership for guest inquiry to see it to fruition
Make courtesy calls to ensure guests’ wellbeing, offer assistance and additional services or follow up a complaint
Good working knowledge of 1865 program, FFP and all other relevant programs that may be introduced. Excellent understanding of the 1865 membership program and actively promote
Monitor guests’ requests via Alliants Text messaging and ensure they are executed on a timely manner.
Review all Service Stylist Section Daily Traces
Provide a warm welcome and fond farewell to the guests. Assist with guest requests which include but not limited to:
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process consistent with Langham standards of service. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons as appropriate. Requires continual standing and movement throughout front office area.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest-rooms and house accounts using the computer.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate and compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Use the 1865 guest recognition program to record guest preferences and exceed guest expectations.
Be fully versed on all information related to The Langham, New York as well as New York.
Provide special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction. Facilitate restaurant and events bookings and arrange transportation services as needed.
Handle guest feedback in a tactful manner and offer resolutions in order to resolve guest dissatisfaction.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Assist other departments as needed.