Lobby Ambassador

About the Role

As a Lobby Ambassador at Sonesta International Hotels, you will welcome guests and create the first impression of their arrival experience. This role monitors lobby traffic and guest queues to minimize wait times, while assisting with Concierge, Bell, and Front Desk Services.

Responsibilities

• Key Job Functions
  • Welcome guests upon entrance and confirm reservations
  • Run guests' errands as needed
  • Act as the point of reference for guests needing assistance or information
• Concierge Services
  • Act as the first point of contact between guests and the organization
  • Answer inquiries about hotel services, guest registration, dining, entertainment, and travel directions
  • Understand customer needs and provide personalized solutions by suggesting hotel activities and facilities
  • Coordinate guest travel plans as needed
• Bell Services
  • Greet all guests entering and exiting the hotel
  • Hail taxi cabs and answer inquiries
  • Assist with loading and unloading guest vehicles (cars, taxis, limos, etc.)
  • Direct guests to the front desk for check-in
  • Assist guests with luggage
• Front Desk Services
  • Greet, register, and assign rooms to guests
  • Maintain records of room availability and guest accounts
  • Compute bills and collect payments
  • Make and confirm reservations
  • Assist in reservations or PBX as needed
• Deliver Passionate & Engaging Service
  • Be passionate and engaged in taking care of guests, recognizing individual needs to exceed expectations
  • Consistently deliver the GUEST model:
    • Greet or welcome everyone warmly with a smile
    • Use eye and ear contact and the guest’s name
    • Establish/anticipate needs
    • Solve and own all requests/complaints
    • Thank everyone
• Build Solid Relationships with Colleagues
  • Treat colleagues with respect and dignity
  • Maintain outstanding interpersonal relations with guests and co-workers
  • Contribute to building a positive team spirit
• Perform other duties and responsibilities as assigned, including assisting in other hotel areas when needed

Requirements

• Knowledge of Opera and internet software preferred
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one-on-one and small group situations
• Track record of delivering exceptional guest or client experience
• Strong communication skills, utilized frequently for training, safety, and guest interactions
• Appropriate professional appearance and demeanor

Physical Demands

• Regularly required to stand, walk, and talk or hear
• Frequently required to use hands to finger, handle, or feel and reach with hands and arms
• Occasionally required to sit, climb or balance, and stoop, kneel, crouch, or crawl
• Must regularly lift and/or move up to 50 pounds
• Specific vision abilities required include close vision

Work Environment

The work environment is typically moderate in noise level.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity, Critical Illness, and Accident Insurance