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Lobby Ambassador

2 weeks ago

Singapore THE PAN PACIFIC HOTEL SINGAPORE Full time

Lobby Ambassador plays a vital role in ensuring the lobby is in immaculate condition and welcomes all guests entering the hotel lobby. Strong lobby presence is required, showcase all rooms, facilities, and services the hotel offers to guests and interested patrons.

The lobby Ambassador plays a vital role in recognising all guests, offering guidance and support within the premises of the hotel and offering assistance if required. Foster great relationships with guests and associates, where all interactions and communications consummate professionalism.

**Primary Responsibilities:
**Front Office Operations**:

- Greet guests with the correct salutation from the hotel entrance and escort them to their desired destination.
- Ensure all guests are escorted to the Reception counter upon arrival and to the next available reception island.
- Assist with queue management during peak operation hours and ensure guests are queuing at the Reception counter. Escort 1st in line guest from the Reception counter (Island 4) to the next available counter.
- Assist all guests with luggage from delivery to room or short or long-term storage after departure.
- Usher arrival guests or business patrons to the correct elevators or politely direct them to their desired destination.
- Assist all guests with transportation queries and requests or otherwise hand them over to the next available concierge to assist guests.

**Front Office Operations: Guest Relations**
- Be available for Guests at all times as a point of contact and actively represent the hotel.
- Plays a vital role in welcoming all guests upon arrival.
- Extend personal attention to all regular, Club Lounge, and VIP guests.
- Deal efficiently and effectively with any enquiries and guest requests, taking ownership and ensuring that requests are completed promptly.
- Seek revenue opportunities by recommending guests to our hotel's outlets and making reservations on behalf of our guests.
- Maintain and promote up-to-date special offers, discounts, promotions and events to generate revenue.
- Proactively meeting all guests in the lobby and offering guests lobby assistance.
- Develop and maintain positive working relationships with others, supporting the team and departments to reach the common goal of listening to their concerns and responding appropriately to guests' and Associate's needs.
- Provide parking coupons, maps and brochures, directions to specific destinations and tour recommendations to guests upon request.
- Assist guests with physical disabilities to their next destination.
- Assist guests with challenges with their room keys or seek guidance from the Reception team.
- Inform the manager of guest complaints and seek guidance in resolving their issue.
- Provide room and hotel orientation for first-time or external guests wishing to view showrooms.

**Learning and Development**
- Attend appropriate training courses, when required.
- Foster trust and cooperation among fellow associates, guests to develop a positive work environment.
- Keep updated with changes in hotel policies and processes by attending daily briefings and reading communication/briefing logs.
- Demonstrate personal ownership of tasks, and follow through to get the required results.
- Capable of absorbing, retaining and translating information to enhance the service experience.

**Cleanliness and Maintenance Standards**
- Always adhere to hotel grooming standards.
- Ensure hotel lobby and public area and sitting area are clean.
- Ensure the fresh flowers and living plants must be prominent feature of the hotel lobby.
- Report any engineering or housekeeping defects to the relevant department and ensure they fix them in an appropriate timeframe.

**Safety Standards**
- Maintaining detailed knowledge of the hotel's fire, safety and evacuation procedures at all times.
- Report all unsafe environmental conditions or equipment in the reception and nearby surrounding areas that present a health & safety risk to the Guest Services Executive, Duty Manager or Security Duty Manager to ensure the guest, patrons and associates' safety.
- Ensure the safety of guests by preventing and responding to emergencies.
- Administer first aid and CPR when required, if suitably qualified.
- Report all incidents regarding Health & Safety, injury or damage to the Guest Services Executive, Duty Manager and Security Duty Manager in accordance with SOPs to ensure the safety of all guests at all times.
- Report any suspicious behaviour or theft of guests belonging to the Guest Services Executive, Duty Manager or Security Duty Manager in accordance with SOPs.

**Service Standardisation**
- Adhere to Forbes Five Stars standards at all times.
- Adhere to Corporate Branding and Brand Standards.
- Be the Champion of the company's Vision, Purpose and Values to consistently deliver service attributes gracious, dependable and resourceful that exceed guest expectations and to value and respect all colleagues.
- Follow all SOPs to en