Lobby Attendant

Position Overview

The Hilton Lobby Ambassador is a key representative of the hotel, responsible for creating a welcoming and memorable experience for guests from the moment they enter the lobby. They provide exceptional customer service, assist with guest inquiries, and ensure that guests feel valued and well taken care of throughout their stay.

Essential Job Functions

• Guest Greeting and Assistance: Welcome guests as they enter the lobby, providing a warm and friendly greeting. Offer assistance with luggage, directions, and other guest needs. Escort guests to the front desk for check-in or to other areas of the hotel as requested.
• Information and Concierge Services: Provide information about hotel amenities, services, and local attractions. Assist guests with restaurant reservations, transportation arrangements, and ticket bookings. Offer personalized recommendations and insider tips to enhance the guest experience.
• Problem Resolution: Address guest concerns or complaints promptly and effectively. Liaise with hotel staff and management to resolve issues and ensure guest satisfaction. Follow up with guests to ensure that their needs have been met and that they are satisfied with the resolution.
• Lobby Presentation: Ensure that the lobby area is clean, organized, and visually appealing at all times. Monitor and replenish amenities such as newspapers, magazines, and refreshments. Arrange seating areas and decor to create a welcoming and comfortable environment for guests.
• Guest Recognition and Engagement: Build rapport with guests and establish personal connections to make them feel valued and appreciated. Remember and acknowledge returning guests, VIPs, and loyal customers. Anticipate guest needs and proactively offer assistance or recommendations.
• Safety and Security: Maintain awareness of the lobby area and surroundings to ensure the safety and security of guests and property. Monitor guest activity and report any suspicious behavior or security concerns to management. Follow established safety protocols and emergency procedures in the event of an incident or evacuation.

Top Requirements

• Team Up: Be Golden, Collaborate and Help Others Succeed.
• Own It: Be a role model, Embrace Responsibility and Keep Learning.
• Passionately Serve: Be Positive, Care Deeply and Create Memories.