وصف الوظيفة
Role Overview
Lobby Ambassador at Hilton. This role provides reception services for guests to contribute to an overall exceptional experience from check-in through check-out and complete audits as required.
Role Purpose
You will brighten guests' days by delivering memorable hospitality experiences. Your work at the front desk sets the tone for every guest stay, creating positive first impressions and ensuring efficient, warm service throughout check-in, check-out, and all guest interactions.
Key Responsibilities
Guest Welcome & Service
- Welcome guests as they enter the property.
- Provide reception services that contribute to an exceptional overall experience from check-in through check-out.
- Demonstrate a high level of customer service at all times.
- Achieve positive outcomes from guest queries in a timely and efficient manner.
Check-In & Check-Out Operations
- Ensure an efficient reception experience for guests, including check-in and check-out procedures.
- Complete audit procedures as required.
- Act in accordance with policies and procedures when working with front of house equipment and property management systems.
Guest Communication & Feedback
- Ensure management is kept fully aware of any relevant feedback from guests and other departments.
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
Revenue Optimization
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
Payment Processing
- Use correct procedures regarding the acceptance of foreign currencies, credit cards, and cash in accordance with hotel credit policy.
Compliance & Safety
- Comply with hotel security, fire regulations, and all health and safety legislation.
- Follow company brand standards.
Cross-Department Support
- Assist other departments as necessary.
Skills & Competencies
- Customer service excellence.
- Communication and interpersonal skills.
- Knowledge of hotel operations and property management systems.
- Ability to handle multiple guest inquiries simultaneously.
- Sales and up-selling ability.
- Cash handling and payment processing competency.
Additional Information
Hilton is an award-winning workplace recognized repeatedly on the World's Best Workplaces list by Great Place to Work and Fortune. The company welcomes more than 3 billion guests worldwide and operates a suite of world-class brands committed to providing exceptional stays. Hilton supports career development and advancement for all team members.