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Guest Experience Ambassador – Civic Hotel

Reporting to the Guest Experience
Manager, the Guest Experience Ambassador will deliver a flawless, innovative
and unique guest experience.

Key Accountabilities

1.
Greets, acknowledges,
registers, and assigns rooms to guests.

2.
Handles confidential
information, including guest records, with a high degree of integrity and
privacy.

3.
Answers and routes calls as
appropriate; takes guest messages with accuracy and sends to appropriate
manager.

4.
Responsible for cash drawer
contents and transactions during shift with appropriate reporting.

5.
Organizes and processes
check-ins and check outs in an efficient and personable manner to ensure the
highest guest satisfaction is achieved.

6.
Knowledgeable in assisting with
room / group reservations.

7.
Speaks clearly and distinctly
in a professional, friendly and effective manner with guests and the team by
using proper email/telephone/radio etiquette at all times.

8.
Coordinates and has clear
communication with housekeeping to ensure pre-arrival guest requirements are
met or exceeded.

9.
Pre-registers guests in
preparation for arrival.

10.
Handles and collaborates with
the rest of the hotel team to ensure guest requests are anticipated by using an
electronic tool/ device to communicate with other departments as needed.

11.
Empathizes and listens to guest
concerns and empowered to resolve guest issues satisfactorily.

12.
Assists in reporting service
concerns and informs leaders as required.

13.
Accepts, records and/or programs
wake-up call requests.

14.
Processes all payment types,
paid outs, vouchers, etc.

15.
May assist Bell and Concierge
with duties as required such as but not limited to: Suggests and presents
itinerary,

16.
Maintains compliance to all
front office standard operation procedures: monitors key control, verifies room
status information, updates group information, ensures follow-through of all
VIP and Tour VIP requests.

17.
Knowledgeable and must act
calmly when receiving an emergency call,
reporting to Security, Fire & Life Safety Office for assistance and
documentation.

18.
Reports any accidents,
injuries, unsafe work conditions to manager.

19.
Is able to work well with
others to maintain positive working relationships.

20.
Must be actively involved in hotel
initiatives to drive revenue and guest satisfaction.

21.
Must be able to identify and
explain room features to guests; supply guests with directions and information
regarding property amenities, services, hours of operation, and local areas of
interest.

22.
Performs any other duties as
assigned by management.

 

Education & Experience

A degree in Hotel & Restaurant
Management is preferred, with a minimum 1 year of previous experience at the
Front Desk of a boutique or luxury hotel setting.

 

Required Knowledge, Skills and
Abilities

·
Knowledge of Front Desk /
Housekeeping and overall hotel policies and procedures.

·
Proficiency in computer
applications such as but not limited to MS Office, Google applications, etc.

·
Experience with Opera is an
asset.

·
Must have a flexible schedule
and available to do overnight shift coverage.

 

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