Job Description
Job Description
Edison Hotel, member of Triumph Hotels is looking for a Guest Relations Ambassador to our team
The Guest Relations Ambassador (GRA) is responsible for ensuring guests have a positive and memorable experience at (insert hotel name). The goal is to achieve and exceed high levels of guest satisfaction, to drive our online reputation by delivering excellent service, and ultimately generate new and repeat business for the hotel. The GRA is considered an Ambassador of the hotel to guests and colleagues.
Position Summary
The GRA will supply guests with directions and information regarding property amenities, services, hours of operation, and local attractions and activities. Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention (can remove for others/Edison) as necessary to resolve all guest calls, requests, or problems. Follow up with guests to ensure any requests/issues have been resolved to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests, and communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Duties and Responsibilities
- Provide flawless, upscale, professional and high-class guest service experiences
- Provide a welcoming atmosphere to VIP guests, including greeting upon arrival, with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
- Be present and available in the lobby and other public areas during arrival periods, anticipate and address guests' needs
- Greet /Escort Guests, supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities
- Coordinate execution of all arrivals and departures of special guests (VIPs, long stay, FAM visits, etc. ), including amenity process and pre-arrival planning
- Communicate effectively and efficiently with relevant departments, speak using clear and professional language
- Respond to potential, repeat, and in-house guest requests and needs in a timely manner
- Provide consistent and timely follow-up with departed VIP guests
- Provide consistent and timely follow-up with guest complaints
- Keep track of and respond to online guest surveys using Revinate
- Upsell amenities at pre-arrival, when possible
- Execute all items on the check list surrounding guest experience, VIPs and guest relations
- Actively listen and respond positively to guest questions, concerns, and requests
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
- Address guests' service needs in a professional, positive, and timely manner
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings
- Thank guests with genuine appreciation and provide a fond farewell
- Develop and maintain positive working relationships with others, assist fellow employees in ensuring proper coverage and prompt guest response, support team to reach common goals
- Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
- Talk with and listen to other employees to effectively exchange information
- Support all co-workers and treat them with dignity and respect
- Develop and maintain positive and productive working relationships with other employees and departments
- Partner with and assist others to promote an environment of teamwork and achieve common goals
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Knowledge, Skills and Attributes
- Multitask, organize and prioritize tasks on an hourly and daily basis
- Follows instructions diligently and effectively
- Work cohesively in a team environment
- Work effectively under time constraint- thinking clear and remaining calm
- Work under minimal supervision
- Maintain confidentiality of guest and hotel information
- Perform job duties with attention to detail, speed and efficiency
- Knowledge of personalized services, principles and processes
- Outstanding communication and active listening skills
- Guest service orientation and drive
- Self-motivation and continuous professionalism always
Excellent problem resolution skills