Guest Service Ambassador

Position: Guest Service Ambassador

Department: Rooms (Front Desk)

Supervisor: Guest Service Manager, AGM

Job Titles Supervised: None

Date: April 5, 2018

FLSA: Hourly (Non-Exempt)

Benefits: Eligible if Full Time

The Guest Service Ambassador creates a welcoming first impression by providing excellent customer service with a smile! They help guests feel at home by using the guest name whenever possible, assisting with luggage, serving as a resource to local restaurants, businesses and attractions, and ensuring guest needs are met throughout their stay. They monitor the property to ensure activities at the hotel comply with Olympia’s safety policies and procedures.

• Regular attendance and reporting to work on time, ready to begin your shift.
• Work flexible schedules including weekends, nights, holidays to meet hotel/guest needs.
• Communicate effectively, both verbally and in writing, using appropriate language and tone.
• Understand and follow instructions as directed by supervisor/manager.
• Work safely; all employees must follow the safety policies.
• Perform the job duties as described; reasonable accommodations will be considered.

• Be polite, courteous and helpful to all guests and coworkers, displaying a positive “can do” attitude while maintaining a high level of professionalism consistent with the company values.
• Acknowledge our guests with a smile and friendly hello. Promptly attend to guest needs.
• Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.
• Comply with guest privacy standards.
• Report to your supervisor or the MOD immediately all injuries occurring while on duty, no matter how minor. Fraud, dishonesty and false statements regarding an injury will result in disciplinary action up to and including termination.
• Act as a safety and security agent by identifying and reporting potential risks to guests or employees to the Manager or General Manager.
• Arrive to work on time, follow call-out policy, and in appropriate work attire (uniform, footwear, and name tag) neat in appearance.
• Complete work in a timely manner and meet productivity standards and expectations.
• Keep work area clean, neat, and well organized.
• Demonstrate teamwork and an attitude of working together effectively to accomplish tasks.
• Seek approval from management prior to working overtime.
• Perform additional duties as assigned.

• Serve as property concierge:
  Assist guests and patrons with information and directions to local venues, restaurants, etc. Provide suggestions, book reservations and address additional needs and requests.
• Assist guests with alternate transportation reservations, such as calling or hailing a cab/taxi.
• Serve as guest ambassador by spending a majority of shift interacting with guests.
• Answer telephone calls, demonstrate excellent customer service and phone etiquette, take messages, answer questions, and assist in guest requests during busy periods or when the Night Auditor is away.
• Know hotel layout, i.e., fire exits, storage, electrical room, etc.
• Make rounds by walking the property frequently; observe and appropriately handle all safety/security matters; complete incident reports noting specific details and contact information.
• Contact Police or Fire Department when appropriate.
• Identify, communicate, and follow up on maintenance issues.
• Maintain radio contact with Front Desk using professional language and tone.
• Escort employees to their vehicles after hours and ensure vehicles are locked.
• Sweep and keep carport area neat and clean; wipe fingerprints off entrance doors and windows; empty trash as needed.

Provide high level customer service, communicate effectively with guests and team members, follow instructions, learn quickly, pay attention to detail, and maintain composure under pressure.

Experience in guest service and/or working with the public is required. CPR and First Aid training is helpful. High school diploma and/or equivalent work experience.

90‑day performance review, ongoing feedback from supervisor, attendance, productivity, feedback from others, etc.

This is a physically demanding job that requires extended periods of walking, standing, and lifting up to 50 pounds. Reasonable accommodations may be made to eligible employees to perform the essential functions.