Overnight Lobby Host

About the Role

Arlo Hotels, an independent lifestyle hotel, is actively seeking a dynamic Overnight Lobby Host. This position is responsible for welcoming and assisting guests, setting the tone for a guest's experience through the process of check-in and check-out of the hotel, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as PBX relief, and providing luggage assistance, assisting with valet parking, and summoning cabs in the overnight capacity.

Responsibilities

• Always treat guests with courtesy and respect in a variety of situations.
• Demonstrate honesty and integrity.
• Deliver outstanding service and create memorable experiences.
• Connect with guests on a daily basis, provide exceptional customer service, and create memorable experiences.
• Handle guest complaints promptly and professionally.
• Report guest concerns or comments to the Front Desk Supervisor/Duty Manager.
• Establish and develop long-term customer relationships providing value and profitability.
• Enhance guests' stays by creating an inviting atmosphere.
• Coordinate and multi-task job duties in an active environment.
• Assist with summoning the third-party valet service to park guests' vehicles.
• Assist with summoning cabs for guests and clients.
• Report any guest concerns or comments to the Director of Front Office and Front Office Managers/Supervisor(s).
• Provide concierge services to guests.
• Investigate guest charges to resolve guest complaints.
• Check messages and mail.
• Book guest reservations for individuals via telephone, walk-in, email, or fax from within the hotel in accordance with hotel standards and reservations scripts.
• Up-sell rooms where possible according to established procedures to maximize revenues.
• Assist with guest luggage to and from the room when needed.
• Deliver packages (mail, faxes, etc.) to guest rooms when needed.
• Assist in calling and retrieving cabs for guests upon request.
• Perform any other requests or duties from management.

Greeting and Welcoming Guests

• Always greet guests in a friendly manner.
• Speak in clear and discreet sentences.
• Position self at the main entrance to open and hold the door for all guests entering and leaving the building.
• Open vehicle doors and greet guests.
• Use the guest's name whenever possible and maintain a professional demeanor at all times.

Check In and Out Services

• Assist guests with kiosk check-in.
• Enter information such as arrival alerts and messages.
• Correct inaccuracies and discrepancies on guest accounts.
• Post charges to guest accounts.
• Complete daily high balance checks.
• Check groups and tours in and out.
• Confidently sell the hotel to prospective guests by showing familiarity with guest rooms, facilities, and amenities.
• Update all guest profiles with correct billing information, preferences, special requests, etc.

Luggage Assistance

• Assist arriving guests with luggage upon entering and exiting the building.
• Escort guests to their room and handle luggage.
• Secure and store luggage for guests.
• Retrieve luggage for departing guests.
• Lift luggage and use bell carts to assist guests.

Arrivals and Room Moves

• Escort guests to their room with luggage.
• Familiarize guests with in-room facilities, TV, thermostat, lighting, and features in the room.
• Conduct guest orientation of outlets, fitness center, general area attractions, etc.
• Coordinate with Front Desk regarding room moves.

Guest Interactions

• Maintain good posture when interacting and greeting guests.
• Assist and coordinate with Front Desk for any special requests.
• Familiarize self with all VIPs and arrivals.
• Assist with guest requests, errands, deliveries, etc.

General Store

• Perform General Store maintenance.
• Conduct sales within the General Store.
• Understand the product within the General Store and have the ability to speak to the product.
• Report inventory monthly on all stock/product.

Reconciliation

• Balance cash daily.
• Deposit received cash in safe and return personal and/or individual floating bank to issued safety deposit box.
• Ensure all billing and paperwork is done in accordance with Accounting standards.
• Properly handle sensitive and confidential guest material and information and hold it in a professional manner.

Cash Handling

• Accept advance deposits for guests and post the advance to guests' accounts.
• Make change and balance 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.
• Available for shifts in the overnight capacity.

Benefits

• Medical, Dental, Vision
• 401K - after one year
• Tuition Reimbursement

Pay

$25.50 per hour