Lobby Ambassador

Description: 

The Lobby Ambassador serves as the welcoming face of the hotel, providing a warm greeting and fond farewell to all guests and visitors entering the property. This highly visible position is responsible for anticipating guest needs, providing accurate directions, and delivering personalized service that reflects the luxury standards of the hotel. The Lobby Ambassador acts as a key point of contact in the lobby, assisting guests with wayfinding, property information, and any request that enhances their overall experience.

Responsibilities: 

• Provide a warm, personalized welcome to all arriving guests and a sincere farewell upon departure.
• Proactively engage with guests in the lobby, anticipating needs and offering assistance before being asked.
• Provide accurate directions to guest rooms, meeting spaces, restaurants, the spa, fitness center, pool, and all other hotel amenities.
• Offer recommendations and directions for local attractions, dining, shopping, and points of interest.
• Escort guests to their destination within the hotel whenever possible rather than simply pointing the way.
• Respond to guest inquiries in a timely, friendly, and efficient manner, using the guest's name whenever appropriate.
• Maintain thorough knowledge of hotel services, amenities, hours of operation, current events on property, local attractions, and special events to proactively fulfill guest needs.
• Assist guests with accessibility needs, including directing them to elevators, ADA-accessible routes, and appropriate amenities.
• Communicate and coordinate with Front Office, Guest Services, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Utilize a two-way radio to communicate clearly and professionally with other departments and team members throughout the shift.
• Relay guest feedback, concerns, and special requests to the Guest Services Manager, Ambassador team, or appropriate department in a timely manner.
• Assist with wayfinding and support during high-volume periods, group arrivals, special events, and VIP movements.
• Monitor lobby flow and ensure a welcoming, orderly environment at all times.
• Uphold luxury service standards in appearance, language, and guest interactions at all times, including proper name usage and the 10-5 Rule.
• Maintain a clean and tidy lobby work area, reporting any maintenance or housekeeping needs as they arise.
• Support team members across the Rooms Division during peak times, special events, and VIP arrivals.

Qualifications: 

• High school diploma or equivalent preferred.
• Previous guest service experience required; hotel or hospitality experience strongly preferred.
• Must be at least 18 years of age.
• Proficient conversational English language skills required; additional languages a plus.
• Strong interpersonal skills with the ability to build quick rapport with guests from diverse backgrounds.
• Professional appearance and demeanor consistent with a luxury hotel environment.
• Strong knowledge of, or ability to quickly learn, the Salt Lake City area, local attractions, and points of interest.
• Ability to multitask, stay composed under pressure, and remain attentive in a busy lobby environment.
• Ability to use tact and understanding when dealing with a variety of guest service situations, including stressful interactions.
• Must be able to stand and/or walk for the duration of an 8 hour shift.
• Must be able to walk at length throughout the property, possibly up to 8–10 miles per shift.
• Must be able to lift up to 30 lbs. as needed to assist guests.
• Must be available to work flexible schedules including weekends, holidays, and evenings.
• Must be able to comply with all Grand America Service Standards.