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 guests 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 guests with additional needs and requests
• Aid in making alternate transportation reservations (i.e. calling/hailing a cab/taxi)
• Serve as guest ambassador by spending a majority of their shift interacting with guests
• Answer telephone calls, demonstrating excellent customer service and phone etiquette, take messages, answer questions, and assist in guest requests during busy periods or when Night Auditor is away from desk
• Know hotel layout, i.e. fire exits, storage, electrical room, etc.
• Make rounds by walking the property frequently, observe and appropriately handle all safety/security related matters; complete Incident Report noting specific details, witnesses – names/phone numbers, etc.. Check windows, doors, and be aware of unauthorized individuals in the area
• Contact Police / Fire Department when appropriate
• Identify, communicate and follow-up on maintenance issues
• Maintain radio contact with Front Desk (professional language and tone)
• Escort employees to their vehicles after hours, ensure vehicles are locked
• Sweep and keep car port area neat and clean, wipe fingerprints off entrance doors and windows, empty 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
• Communicating 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

Flexible schedule, including weekends, nights, and holidays