Lobby Ambassador

Roles and Responsibilities

• To welcome the guests, anticipate their needs, and handle guest inquiries in a helpful and attentive Anantara manner.
• To have complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties.
• To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Anantara at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
• To develop a close and harmonious working relationship with all hotel departments.
• To attend hotel events, daily shift briefings and training to improve professional skills.

Qualifications

• Excellent command in English
• Speaking a second international language is an advantage (e.g., German, French, etc.)
• Similar experience in Front Office
• Multi-tasking abilities
• Outgoing personality; digitally savvy; training skills will be an added advantage
• High School diploma
• Previous experience in the same position for at least 1 year.
• Luxury hotel experience is a must
• Passion for excellent service
• Excellent team player and great communication skills

Guest Greeting and Reception

• Welcome Guests: Greet guests as they enter the hotel, offering a warm welcome and making them feel comfortable and valued.
• Assist with Check-In: Depending on the hotel’s processes, assist with check-ins, verify guest details, and provide room keys and important information.
• Escort Guests: Escort guests to their rooms or event spaces, providing them with relevant hotel information during the walk.

Information and Direction

• Provide Hotel Information: Answer questions about hotel services, amenities, hours of operation, and room features.
• Local Recommendations: Offer helpful suggestions for local attractions, dining options, transportation, or tours, ensuring guests have a great experience both at the hotel and in the area.
• Direct Guests: Help guests navigate the hotel, directing them to areas like the restaurant, fitness center, or business center, and assisting with special requests.

Concierge Services

• Handle Guest Requests: Assist with special requests such as arranging transportation, booking restaurant reservations, or scheduling spa treatments.
• Coordinate with Other Departments: Relay guest needs and requests to appropriate departments (e.g., housekeeping, maintenance, concierge) for fulfillment.
• Event Coordination: For hotels with event spaces, help coordinate arrangements and direct guests to event rooms or conference halls.

Communication and Coordination

• Maintain Communication with Hotel Staff: Keep an open line of communication with the front desk, housekeeping, and other departments to ensure guest needs are met efficiently.
• Monitor Lobby Area: Ensure the lobby is tidy, welcoming, and well-stocked with amenities like brochures, magazines, or refreshments for guests.
• Monitor Security: Be vigilant about safety and security, ensuring that only authorized guests and visitors access restricted areas of the hotel.

Desired Candidate Profile

• Customer Service Excellence: A friendly, approachable, and professional attitude is key to creating a positive first impression for guests.
• Problem-Solving: Ability to handle guest concerns, complaints, and requests with patience and efficiency, ensuring high levels of satisfaction.
• Empathy: Listening attentively to guests’ needs and providing solutions that exceed their expectations.

• Communication Skills: Clear, concise, and polite communication when speaking with guests and other team members.
• Non-Verbal Communication: Positive body language, such as smiling and maintaining eye contact, helps foster a friendly environment.
• Multilingual Abilities: Fluency in multiple languages is highly beneficial, especially in international hospitality environments.

• Organizational and Multitasking Skills: Ability to manage multiple tasks at once, such as greeting guests, answering phones, providing directions, and handling requests.
• Time Management: Effectively handling guest check-ins, answering questions, and assisting other departments in a timely and organized manner.
• Attention to Detail: Keeping track of guest preferences, requests, and important information while maintaining an organized and tidy lobby area.

• Knowledge of the Property and Local Area: Familiarity with the hotel’s offerings, such as room types, amenities, dining options, and event spaces, in order to guide guests accurately.
• Local Knowledge: Being well-versed in the local area, including attractions, restaurants, transportation options, and events, to provide valuable recommendations to guests.

• Technology Proficiency: Knowledge of property management systems (PMS) to assist guests with check-in, check-out, and reservations.
• Communication Tools: Familiarity with phone systems, email, and digital communication platforms to stay connected with guests and other hotel departments.
• Basic Office Software: Competence in using office applications (e.g., Microsoft Office) to manage guest inquiries, complete reports, and assist with administrative tasks.

• Professional Appearance and Conduct: Maintaining a neat and professional appearance, adhering to hotel dress codes, and presenting a polished image to guests.
• Professionalism: Acting as the representative of the hotel, showing respect and professionalism in all guest interactions.