Lobby Host | Front Desk Agent

About the role

Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Lobby Host. Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more.

Responsibilities

• Treat guests with courtesy and respect in a variety of situations
• Honesty & Integrity
• Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences
• Responds to guest complaints promptly and professionally
• Reports guest concerns or comments to the Front Desk Supervisor/Duty Manager
• Establishes and develops long term customer relationships providing value and profitability
• Enhances our guests’ stay by creating an inviting atmosphere
• Covers job duties in an active environment
• Assists with summoning the third-party valet service to park guests’ vehicles
• Assists with summoning cabs for guests and clients
• Maintains eye contact with guests
• Uses the guest’s name during conversation

Duties

• Greeting and Welcoming Guests
• Welcomes guests in a friendly manner
• Speaks in clear and discreet sentences
• Positions self at the main entrance to open and hold the door for all guests entering and leaving the building
• Opens vehicle doors and greet guests
• Uses the guest’s name whenever possible and maintains a professional demeanour at all times
• Check In and Out Services
• Assists guests with kiosk check-in
• Enters information such as arrival alerts and messages
• Corrects inaccuracies and discrepancies on guest accounts
• Posts charges to guest accounts
• Completes daily high balance checks
• Checks groups and tours in and out
• Confidently sells the hotel to prospective guests by showing familiarity with guest rooms, facilities and amenities
• Updates all guest profiles with correct billing information, preferences, special requests, etc.
• Luggage Assistance
• Assist arriving guests with luggage upon entering and exiting the building
• Escorts guests to their room and handles luggage
• Secure and stores luggage for guests
• Retrieves luggage for departing guests
• Lifts luggage and uses bell carts to assist guests
• Arrivals and Room Moves
• Escorts guests to their room with luggage
• Familiarizes guests with in-room facilities, TV, Thermostat, lighting, and features in the room
• Conducts guest’s orientation of outlets, fitness center, general area attractions, etc.
• Coordinates with Front Desk in regards to room moves
• Guest Interaction
• Maintains good posture when interacting and greeting guests
• Assists and coordinates with Front Desk for any special requests
• Familiarizes themselves with all VIPs and Arrivals
• Assists with guest requests, errands, deliveries, etc.
• General Store
• General Store maintenance
• Conducts sales within the General Store
• Understands the product within the General Store and has the ability to speak to the product
• Reports inventory monthly on all stock/product
• Guest Services Responsibilities
• Reports any guest concerns or comments to the Director of Front Office and Front Office Managers/ Supervisor(s)
• Provides Concierge services to guests
• Investigates guest charges to resolve guest complaints
• Checks messages and mail
• Books guest reservations for individuals via telephone, walk-in, email or fax from within the hotel in accordance with hotel standards and reservations scripts
• Up-sells rooms where possible according to established procedures to maximize revenues
• Assists with guest luggage to and from the room when needed
• Delivers packages (mail, faxes etc.) to guest room when needed
• Assists in calling and retrieving cabs for guests upon request
• Any other requests of duties from management
• Reconciliation
• Balances cash daily
• Deposits received cash in safe and returns personal and/or individual floating bank to issued safety deposit box
• Ensures all billing and paperwork is done in accordance with Accounting standards
• Proper handling of sensitive and confidential guest material and information understood and held in a professional manner
• Cash Handling
• Accepts advance deposits for guests and posts the advance to guests' accounts
• Makes change and balances the personal and/or individual floating bank

Requirements

• Minimum of Hospitality, Retail or Services related industries experience preferred
• Must be able to stand for periods of time (Up to 6 hours)
• Efficient in Computer and Typing Skills
• Ability to lift 50lbs

Benefits

• Complimentary Parking
• 401k Match
• Paid Holidays
• Paid Time Off
• Medical, Dental, Vision insurance
• Free Meals
• Tuition Reimbursement
• Training & Development
• Great opportunities for career growth

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.