THA
Full Time
Position Overview:
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The Lobby Ambassador is a passionate and dynamic, guest focused with a warm professional friendly presentable manner, who prides themselves on their ability to deliver stellar levels of customer service and create memorable hospitality experiences to all of our guests throughout their stay, ensuring that "personalized service" is always at the forefront of everything we do.The Lobby Ambassador is the face and the heart of the lobby, welcoming all guests to the hotel, bidding them a fond farewell and offer special assistance at all times. Ensuring that all guest movements are consistently tracked and all guests properly recognized.
The Role:
Commit to service excellence and inspire team members to put the guests as their top of priority.
Maintain an up to date knowledge of the hotel daily services, activities, promotions, and events. Communicate this to Guest Service team and all Front of House members so they can supply information and respond to guest queries.
Greet all in-house guests by name upon arrival and departure in a professional and friendly manner.
Ensure all guests recognized in the lobby with a warm professional and friendly manner, anticipating their needs before they arise and offer assistance at all times.
Engage with guests and seek to inquire about their stay and record guest preferences
Escort both visitors and in-house guests to the respective hotel outlets, provide detailed information and anticipate their needs by assisting with reservations or inquiries.
Update all VIP Profiles and preferences of regular visitors, ownership, and special attention guests.
Check the daily arrival list for guests with special attention details. Recognize all returning and VIP guests, and extend a warm welcome back.
Update all guest movements through the hotel's internal communication channels to ensure other departments are aware.
Lead hotel site inspections or orientate guests with the guest room features, in room facilities, hotel venues when required.
When required and due operational needs, assist the Guest Services team with Valet Attendance and Luggage Assistance.
Liaise with Guest Services team to ensure any transportation requests (hotel limousine / taxi) are arranged and carried out accordingly.
Be the champion of Bangkok city, to know everything you need to know about the city and be able to offer guests with reliable and personalized suggestions about their requests e.g. local tourist spots, places to dine, shop and sight-see.
Stay updated on what's happening in the hotel area and Bangkok, provides guests accordingly with information. Be fully acquainted with the different points of interest within the surrounding area of the hotel and local attractions.
Ensure all guest requests are logged on to the guest request tracking software as appropriate.
Communicate special guest requests to the Capella Culturists / House Manager on duty / Front of House Team.
Ensure the lobby and working areas are kept clean and presentable at all times.
Help observe safety and security rules at all times. Alert the manager and security of any unattended packages and stranger found in the property or surrounding area.
Be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
Remain well-groomed at all times.
Keep up-to-date on all hotel policies on safety and hygiene.
Perform all duties with discretion, professionalism and a pleasant demeanor.
Perform other duties and responsibilities as assigned by supervisor.
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