Guest Services Ambassador

2 weeks ago

Miami, Florida, United States EAST Miami Full time
Job Overview

Position Title: Lobby Host (Bellman)

Department: Guest Experience (GE)

Reporting To: Assistant Director of Guest Experience

Role Summary

The primary objective of this role is to deliver exceptional service to guests, ensuring their experience exceeds expectations through efficiency and genuine enthusiasm.

Key Responsibilities

Customer Service Excellence

  • Consistently upholds the brand promise by providing outstanding guest service.
  • Fosters excellent relationships with internal customers.
  • Handles guest and employee inquiries and complaints with professionalism, escalating issues to management as necessary.
  • Maintains positive interactions with guests and colleagues, promoting a collaborative environment.

Financial Integrity

  • Adheres to all financial protocols and regulations regarding money handling and licensing.

Operational Duties

  • Welcomes and greets all hotel guests upon arrival.
  • Assists guests with luggage and delivers parcels, messages, and packages to guest rooms.
  • Provides accurate directions to local attractions and maintains knowledge of hotel events.
  • Regular attendance is crucial for the successful execution of this role.
  • Supports the Concierge desk during peak times.
  • Performs the responsibilities of Door Attendants as needed.
  • Participates in training sessions and meetings as required.
  • Maintains cleanliness in the lobby and luggage storage areas.

Team Development

  • Contributes to the cultural and developmental initiatives of Swire Hotels.

Additional Responsibilities

  • Engages in all training sessions and meetings as necessary.
  • Exhibits responsible behavior and represents the hotel positively.
  • Builds professional relationships with representatives from competitor hotels and business partners.
  • Familiarizes with the hotel's Employee Handbook and adheres to all policies and procedures.
  • Maintains high standards of personal grooming and presentation.
  • Adapts to changes within the Guest Experience sector as needed.
  • Completes any other reasonable tasks assigned by management.
Qualifications and Skills
  • Must possess the ability to perform essential job functions with or without reasonable accommodation.
  • Ability to lift or carry up to 50lbs.
  • Must be able to stand for the duration of the shift.
  • Proficiency in the primary languages used in the workplace is required.
  • Regular attendance in compliance with hotel standards is expected.
  • Exhibits a friendly and warm demeanor at all times.
  • Must be attentive, friendly, and courteous to guests and team members.
  • Familiarity with emergency procedures is essential.
  • Completes all tasks on the shift checklist efficiently.
  • Responds to guest inquiries regarding hotel services and local attractions.
  • Performs any other duties as assigned by supervisors.

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