Job Description
Purpose
A Lobby Ambassador is responsible for creating a welcoming arrival0 experience for guests of Waldorf Astoria Las Vegas. A Lobby Ambassador will provide directions, answer general questions, offer escorts to requested destinations, assist with requests, maintain a pristine work environment, and independently handle situations requiring service recovery. The Lobby Ambassador will also serve as an extension of the Arrival/Departure experience and will be an expert in the Hilton Honors App/Digital Check-in/Out procedures.
This is a temporary position with the potential for future internal opportunities based on performance.
Organizational Structure
The Lobby Ambassador reports directly to the Front Office Manager.
Duties and Supporting Responsibilities
Greet, provide directions to, and/or escort guests promptly to their requested destinations, including but not limited to: Hotel Lobby, Food & Beverage Outlets, Meeting Spaces, Guestrooms, Spa
Entertains questions from guests and responds with appropriate and accurate information on topics such as outlet hours, local attractions, directions to events, etc.
Independently research and resolve guest complaints with empathy and report to Manager on Duty any recurring trends that can be prevented
Provide exceptional service to guests by responding promptly, efficiently, and courteously to guest requests, including but not limited to: luggage assistance, valet, transportation, and packages by working with Concierge, Housekeeping, Front Office, Front Services, Engineering, Food & Beverage, and Sales/Event Services Team Members
Effectively answer questions regarding the Hilton Honors App and Digital Check-in/Check-out Procedures to enhance/expedite the guest experience
Demonstrate teamwork by cooperating with and assisting team members as needed
Stay current with developments and procedures in the hotel by attending daily briefings and reviewing the Front Office communications board regularly
Ability to recognize VIPs and repeat guests to maintain positive guest relations
Maintain pristine appearance of all hotel areas by removing trash, clearing dishes/glassware, organizing furniture, etc.
Be aware of and able to provide general information regarding events in the city within the next several days. Ability to describe and promote the unique features of the spa and hotel offerings
Be able to offer alternatives to guests and team members, instead of saying “no”
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes
Ability to maintain confidentiality of all guest information and pertinent hotel data
Perform any other reasonable duties as required by Front Office Management
Able to work a flexible schedule
Requirements
Mandatory
Strong written and communication skills in the English language.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Able to multi-task and remain composed at all times.
Strong desire to provide excellent guest service.
The ability to work well in a team environment.
Able to stand and move for extended periods of time.
Flexible schedule required to meet the demands of a 24 hour operation, which includes weekends, overnight, and holidays.
Professional appearance and demeanor at all times.
Desirable
Two years guest service/retail experience
Prior experience in a luxury hotel environment would be advantageous.
High school graduate or equivalent preferred
Additional languages are advantageous.
First Aid and CPR qualifications.
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
Quality
Productivity
Dependability
Customer Focus
Adaptability
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
