Full-Time Lobby Host

To serve the needs of the business, our guests and associates by ensuring that all guests are enjoying a positive and memorable NH Collection extraordinary experience.Lobby Ambassadors are key ambassadors for the hotel and the NH Collection brand. He or she creates one of the most powerful first impressions to our guests. Lobby Ambassadors have a friendly and outgoing personality and are genuinely interested in meeting and serving guests from all over the world.

The position necessitates being an information provider, receiver, diplomat, problem solver, salesperson, resort representative, public relations agent, coordinator of activities and accountant, all performed with the utmost politeness, efficiency, and friendliness.

At NH Collection, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and associates with respect, and work hard together to deliver the highest quality of service to all.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Employees at NH Collection always find new ways to look after the business, their guests, and their associates.

Within this, the key responsibilities for this position are:

1. Always ensure to be present in the lobby.
2. Ensure guests are personally welcomed when entering the lobby and provide guidance and recommendations.
3. Provide prompt, courteous, and efficient service to all guests, to achieve a high level of customer satisfaction.
4. Facilitate an efficient arrival and departure greeting and guidance
5. Assist guest in hotel activity enquiries/requests.
6. Queue Management – ensure queue room management is organized and chronological without grouping or congestions in the hotel lobby.
7. Keep guest updated on relevant information pertaining to their room readiness.
8. Ensure that established levels of guest service are always maintained within the lobby area.
9. Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.
10. Ensure guest requests are executed as instructed.
11. Provide information on hotel services and facilities, as well as local attractions and general enquires as requested.
12. Coordinate the communication between guest and other departments if requests or feedback are being shared by the guest in the lobby.
13. Should difficult situations arise ensure to involve Duty Manger to handle the situation in accordance with hotel policies and procedures.
14. Perform all duties and responsibilities in a timely and efficient manner in accordance with established Hotel Policies & Procedures to achieve the overall objectives of this position.
15. Closely liaise with Guest Services Centre, Guest Relations and Front Desk in ensuring all follow ups are done in a timely manner.
16. Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager / Duty Manager/ Assistant Front Office Manager.
17. Keep superior promptly and fully informed of all problems or unusual matters of significance.
18. Ensure safety and security of guests’ belongings if left unattended in the lobby.
19. Adhere to all organizational policies and standards.
20. Maintain a favourable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
21. Project always, a favourable image of the company, hotel and department.

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