Lobby Host Overnight Relief - Front Desk Agent

Arlo Hotels, an independent lifestyle hotel, is seeking a dynamic Lobby Host to create a sense of awe and deliver exceptional guest experiences.

About the role

The Lobby Host is responsible for welcoming guests, setting the tone for their stay, and providing a range of services including check-in/out assistance, reservation management, luggage handling, and guest relations. This role also involves acting as switchboard relief, coordinating valet and taxi services, and maintaining a welcoming atmosphere in the lobby.

Responsibilities

• Always treat guests with courtesy and respect in a variety of situations, demonstrating honesty and integrity.
• Connect with guests daily, provide exceptional customer service, and create memorable experiences.
• Respond to guest complaints promptly and professionally; report concerns to the Front Desk Supervisor/Duty Manager.
• Establish and develop long-term customer relationships to drive value and profitability.
• Enhance guests’ stays by creating an inviting atmosphere and coordinating job duties in an active environment.
• Assist with summoning third-party valet services and cabs for guests.
• Maintain eye contact, use guests’ names during conversations, and greet guests in a friendly manner.
• Position yourself at the main entrance to open and hold doors for guests entering and leaving the building.
• Open vehicle doors, greet guests, and maintain a professional demeanor at all times.
• Check-In and Check-Out Services:
  • Assist guests with kiosk check-in and enter arrival alerts/messages.
  • Correct inaccuracies and discrepancies on guest accounts.
  • Post charges to guest accounts and complete daily high-balance checks.
  • Check groups and tours in and out.
  • Confidently sell the hotel by showcasing guest rooms, facilities, and amenities.
  • Update guest profiles with correct billing information, preferences, and special requests.
• Luggage Assistance:
  • Assist arriving/departing guests with luggage.
  • Escort guests to their rooms and handle luggage.
  • Secure, store, and retrieve luggage for guests.
  • Lift luggage and use bell carts to assist guests.
• Arrival and Room Moves:
  • Escort guests to their rooms with luggage.
  • Familiarize guests with in-room facilities (TV, thermostat, lighting, etc.).
  • Conduct orientation of outlets, fitness center, and local attractions.
  • Coordinate with the Front Desk for room moves.
• Guest Interactions:
  • Maintain good posture when interacting with guests.
  • Assist and coordinate with the Front Desk for special requests.
  • Familiarize yourself with all VIPs and arrivals.
  • Assist with guest requests, errands, deliveries, etc.
• Guest Store:
  • Maintain general store operations and conduct sales.
  • Understand and communicate product details within the store.
  • Report inventory monthly on all stock/products.
• Guest Service Relations:
  • Report guest concerns to the Director of Front Office and Front Office Managers/Supervisors.
  • Provide concierge services and investigate guest charges to resolve complaints.
  • Check messages and mail; book reservations via telephone, walk-in, email, or fax.
  • Up-sell rooms to maximize revenues according to established procedures.
  • Assist with guest luggage and deliver packages to rooms as needed.
  • Call and retrieve cabs for guests upon request.
• Reconciliation and Cash Handling:
  • Balance cash daily and deposit received cash in the safe.
  • Return personal/individual floating banks to the safety deposit box.
  • Ensure billing and paperwork comply with accounting standards.
  • Handle sensitive and confidential guest information professionally.
  • Accept advance deposits and post them to guest accounts.
  • Make change and balance personal/individual floating banks.
• Perform any other duties requested by management.

Requirements

• Minimum experience in hospitality, retail, or service-related industries preferred.
• Ability to stand for extended periods (up to 6 hours).
• Efficient computer and typing skills.
• Ability to lift up to 50 lbs.

Benefits

• Medical, dental, and vision coverage.
• 401K (after one year of employment).
• Tuition reimbursement.

Pay

$24.50 - $25.50 per hour.