Service Stylist​/Guest Service Ambassador-Full Time - The Langham, Chicago

Service Stylist/Guest Service Ambassador-Full Time - The Langham, Chicago

United States

PRIMARY OBJECTIVE OF POSITION:

Represents hotel to arriving/departing guests and visitors alike. Acknowledges, welcomes and departs all guests/visitors by escorting them to appropriate areas / colleagues in the lobby and/or other areas within the hotel.

Greets and recognizes arrivals and departures of repeat guests and VIPs. Makes them feel as if they are at home by extending a warm and sincere welcome with a personalized approach. Service Stylist/Guest Service Ambassador always maintains a high level of engagement for all guests.

RESPONSIBILITIES AND

JOB DUTIES:

• Maintain knowledge of:
  • Daily arrivals and departures of repeat guests and VIP’s and their expected arrival/departure times.
  • Maintain knowledge of scheduled daily activities.
  • Must have a general knowledge of:
    • Hotel product
    • Room types
    • All food and beverage outlets
    • Chuan Spa
    • Flavors of Langham
    • The Club Lounge
  • Escort each arriving guest from the front entrance to the Reception Desk.
  • Greeting the guests with genuine warmth and enthusiasm upon arrival, ensuring that their check-in experience is seamless, efficient, and personalized by obtaining each arriving guest name – introducing him/her to the front desk agent ready to assist him/her with check-in, using the name of the guest and the guest reception agent.
  • Acknowledge and recognize repeat guests and VIP’s arriving and provide a professional and warm welcome by using the guest’s name.
  • Acknowledge and recognize repeat guests and VIP’s departing and provide a professional and fond farewell by using the guest’s name.
  • Warmly and sincerely provide bid farewell to departing guests and visitors – escort each departing guest from the Reception Desk or Lobby to the Hotel front entrance area.
  • To be able to identify and recognize guests who are accommodated on the Club Floor.
  • Service Stylist/Guest Service Ambassador is fully versed in the FORBES service standards.
  • Engage with guests throughout their stay to understand their preferences, needs, and expectations - use this information to tailor services and experiences that enhance their visit.
  • Maintain contact with in-house guests to build a personal relationship with each guest.
  • Listen to guest’s requests with warmth, care and empathy and record preferences – specifically VIP guests.
  • Assist with the Cinema suite requests and Kids suite escorting requests.
  • Provide personalized attention to VIPs, repeat guests, and loyalty program members, ensuring their preferences are noted and prioritized – go above and beyond to ensure a memorable and personalized experience.
  • Coordinate with housekeeping and other departments to ensure that guest rooms are ready upon arrival and reflect their specific requests - arrange for special in-room amenities, such as welcome gifts, and personal touches.
  • Assisting the bell team with managing the Q-rooms and organizing/delegating luggage delivery during peak check-in/out times to ensure luggage is delivered/retrieved within 10min of checking in/out.
  • The Service Stylist/Guest Service Ambassador is expected to be mobile throughout the Hotel and between multiple floors.

SPECIAL

SKILLS REQUIRED:

• Ability to accurately understand guest inquiries and provide responses.
• Ability to focus attention on guests’ needs and wishes.
• Ability to prioritize and organize.
• Ability to think promptly and make appropriate judgments.
• Ability to work well under pressure of arrivals and departures of guests and visitors.
• Ability to exert physical effort in opening Hotel Entrance doors and assisting guests with luggage while escorting them in the Hotel Front Entrance and Lobby areas.
• Ability to remain stationary at assigned post.
• Ability to maintain positive relations and work cohesively with co-workers and management as part of a team.
• Ability to build professional relationships with repeat guests by remembering their names, recognizing them, knowing their individual interests, preferences, needs and wishes.
• Ability to proactively anticipate and comply with guests’ needs and wishes.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school…