The Guest Services Ambassador is responsible for the day-to-day guest services for the front of the house.
Knowledgeable in all aspects inclusive of front desk, guest services, reservations, communications in accordance with hotel standards under the direction of the Guest Services Manager and the General Manager.
Always represents Alsace LA in the highest professional manner.
Collaborates closely with other departments.
Activities & Responsibilities
• Follow departmental policies/service procedures/standards.
• Use equipment only as intended.
• Check in and check out of guests.
• Anticipate guests’ needs, respond promptly to their requests
• Maintain positive guest relations with managers, guests and coworkers at all times.
• Resolve guest complaints, ensuring guest satisfaction.
Able to escalate if necessary.
• Maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain knowledge of property information included and not limited to:
• hotel features/services, hours of operation
• room types, numbers, layout, decor, appointments, and location
• room rates, special packages, and promotions
• daily house count and expected arrivals/departures
• room availability status for any given day
• scheduled in-house group activities, locations and times
• reservations and internal communications
• VIP’s or special attention arrivals / departures, special events
• all matters related to guest services
• Follow all hotel and departmental policies and procedures.
• Proper use of computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Alert manager of shortages or items needed for the anticipated business.
• Ensure to have current information on rates, packages and promotions, share with team and coworkers.
• Review the daily business levels, anticipate guest needs.
Share any concerns and ideas with manager.
• Report to work as scheduled.
• Attend meetings as scheduled.
• Share information between shifts and departments
• Monitor the hotel front entrance and help resolve any congested situations.
• Check-in/check-out process.
• Review communication logs and ensure that guest requests are followed up within 15 minutes.
• Ensure interaction with guests are prompt and courteous.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure that all cashiering procedures comply policies and standards.
• Support review previous night’s no-shows, verify and ensure billing of such.
• Assist in researching all disputed charges and contact guests where required to explain disputes regarding guest services procedures.
• Manage expediting problem payments, request help when required.
• Handle overbooked or “walked” guests in line with management guidance.
• Service all daily arrivals ensuring proper profile and reservation integrity.
Assign all arrivals to appropriate rooms.
• Review previous day bookings and work with Manager and Sales for proper VIP assignments, room blocking and pre arrival reach out.
• Follow VIP standards.
• Work closely with Housekeeping to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print credit check report and review status of each account.
Follow up on accounts beyond approved credit limits.
• Work with manager in resumes for arriving groups.
• Review requests for late check-outs and approve according to occupancy.
• Ensure all shift duties are completed before signing out.
• Perform night duty if required.
• Work in a positive and collaborative environment across all functions.
• Follow payroll procedures.
• Complete all paperwork and closing duties.
• Performs additional tasks and responsibilities may be assigned at the discretion of the manager.
• Follow safety and security protocols.
Tools & Technology
• Proficient with Microsoft Office Suite or related software
• Knowledge of hotel operating systems preferred and/or ability to learn HMS
• Understanding use of computer environment, tablets, mobile devices