Guest Service Ambassador

About the role

The Guest Service Ambassador creates a welcoming first impression by providing excellent customer service with a smile! They help guests to feel at home by using the guest name whenever possible, assisting with luggage, serving as a resource to local restaurants, businesses and attractions, and ensuring guest needs are met throughout their stay. They monitor the property to ensure activities at the hotel comply with Olympia’s safety policies and procedures.

Responsibilities

• Serve as property concierge: Assist guest and patrons with information and directions to local venues, restaurant’s etc. (Knowledgeable of restaurants and local attractions) and provide guests with suggestions and directions; book reservations at local restaurants; assist guest with additional needs and requests
• Aid in making alternate transportation reservations (i.e. calling/hailing a cab/taxi)
• Spends a majority of their shift interacting with guests
• Answers telephone calls, demonstrating excellent customer service and phone etiquette, takes messages, answers questions, and assists in guest requests during busy periods or when Night Auditor is away from desk
• Knows hotel layout, i.e. fire exits, storage, electrical room, etc.
• Makes rounds by walking the property frequently, observes and appropriately handles all safety/security related matters; completes Incident Report noting specific details, witnesses – names/phone numbers, etc.; checks windows, doors, and be aware of unauthorized individuals in the area
• Contact Police / Fire Department when appropriate
• Identifies, communicates and follows up on maintenance issues
• Maintains radio contact with Front Desk (professional language and tone)
• Escorts employees to their vehicles after hours, ensures vehicles are locked
• Sweeps and keeps car port area neat and clean, wipes fingerprints off entrance doors and windows, empties trash as needed

Requirements

• Regular attendance and reporting to work on time, ready to begin your shift is an essential function of employment (being tardy places an unfair burden on the team)
• Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
• Communicates effectively, both verbally and in writing (i.e. use appropriate language, display proper tone, attitude and body language when communicating)
• Ability to understand and follow instructions as directed by supervisor/manager
• Working Safely is a condition of employment. All employees must follow the safety policies
• Performing the job duties as described. (Reasonable accommodations will be considered in accommodating eligible employees. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources)

Qualifications

• Experience in guest service and/or working with the public is required
• CPR, First Aid training is helpful
• High school diploma and/or equivalent work experience

Skills Required

• Provide high level customer service
• Communicate effectively with guests and team members
• Follow instructions
• Ability to learn quickly
• Pay attention to detail
• Maintain composure when working under pressure

Benefits

• Eligible if Full Time

Pay

Commensurate with experience

Schedule

N/A