Lobby Host

2 weken geleden

Amsterdam Centrum, Nederland Marriott International, Inc Voltijd

Job Number

Job Category Rooms & Guest Services Operations

Location W Amsterdam, Spuistraat 175, Amsterdam, Netherlands, Netherlands VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Position Summery


Engage hotel guests to enhance the service experience through activation of all outlet services within the lobby area (e.g., Restaurant & Bar, Front Desk, Business Center, Lounge, etc.).

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.

Respond to special requests from guests with unique needs and follow up to ensure satisfaction.

Gather, summarize, and provide local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities.

Contact appropriate individual or department (e.g., Bellperson, Housekeeping, Food & Beverage Server) as necessary to resolve guest call, request, or problem.

Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.

Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.

Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

S
Critical Tasks

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.
  • Identify and explain room features to guests (e.g., use of room key, minibar, ice and vending areas, inroom safe, valet laundry services).
Guest Services

  • Ensure proper coverage and execution throughout all zones of the lobby.
  • Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
  • Understand and be knowledgeable about all Food & Beverage menu and service standards within the Social Business and Individual Zone.
  • Operate the POS system as required and ring in and deliver food & beverage
  • Deliver guest valet, packages and mail as well as other items required by guest.
  • Perform basic technology troubleshooting for the guests on the items located throughout the zones. These items may include personal computers, media centers pc's, self service kiosks, printing capabilities, wireless access, business center services, etc.
  • Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
  • Respond to special requests from guests/residents with unique needs.
  • Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
  • Assist with processing guest checkins and ensuring prearrival planning program is in place and is enforced.
  • Manage the Elite Arrival Experience working closely with the Rooms Controller ensuring all requests are met.
Guest Rooms

  • Process all guest checkins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Secure valid form of payment (e.g., credit card) prior to issuing room key.
  • Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e

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