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Lobby Ambassador

2 months ago

New York, New York, United States Arlo Midtown Full time
Job Summary

Arlo Midtown is seeking a highly skilled and customer-focused Lobby Host to join our team. As a Lobby Host, you will be the first point of contact for our guests, setting the tone for their entire stay. If you are passionate about delivering exceptional customer service and creating memorable experiences, we encourage you to apply.

Key Responsibilities
  • Guest Welcome and Check-In/Check-Out Services
    • Assist guests with kiosk check-in and ensure a smooth and efficient process.
    • Enter information such as arrival alerts and messages, and correct inaccuracies and discrepancies on guest accounts.
    • Post charges to guest accounts and complete daily high balance checks.
    • Check groups and tours in and out, and confidently sell the hotel to prospective guests by showing familiarity with guest rooms, facilities, and amenities.
  • Luggage Assistance
    • Assist arriving guests with luggage upon entering and exiting the building.
    • Escort guests to their room and handle luggage, and secure and store luggage for guests.
    • Retrieve luggage for departing guests and lift luggage using bell carts to assist guests.
  • Arrival and Room Moves
    • Escort guests to their room with luggage and familiarize them with in-room facilities, TV, thermostat, lighting, and features in the room.
    • Conduct guest's orientation of outlets, fitness center, general area attractions, and coordinate with Front Desk in regards to room moves.
  • Guest Interactions
    • Maintain good posture when interacting and greeting guests, and assist and coordinate with Front Desk for any special requests.
    • Familiarize themselves with all VIPs and arrivals, and assist with guest requests, errands, deliveries, and other tasks as needed.
  • Guest Store
    • Maintain the General Store, conduct sales within the General Store, and understand the product within the General Store and have the ability to speak to the product.
    • Report inventory monthly on all stock/product.
  • Guest Service Relations
    • Report any guest concerns or comments to the Director of Front Office and Front Office Managers/Supervisor(s).
    • Provide Concierge services to guests, investigate guest charges to resolve guest complaints, and check messages and mail.
    • Book guest reservations for individuals via telephone, walk-in, email, or fax from within the hotel in accordance with hotel standards and reservations scripts.
    • Up-sell rooms where possible according to established procedures to maximize revenues.
    • Assist with guest luggage to and from the room when needed, deliver packages (mail, faxes, etc.) to guest room when needed, and assist in calling and retrieving cabs for guests upon request.
  • Reconciliation
    • Balance cash daily, deposit received cash in safe, and return personal and/or individual floating bank to issued safety deposit box.
    • Ensure all billing and paperwork is done in accordance with Accounting standards.
    • Proper handling of sensitive and confidential guest material and information understood and held in a professional manner.
  • Cash Handling
    • Accept advance deposits for guests and post the advance to guests' accounts.
    • Makes change and balances the personal and/or individual floating bank.