Lobby Host

Position Summery

Engage hotel guests to enhance the service experience through activation of all outlet services within the lobby area (., Restaurant & Bar, Front Desk, Business Center, Lounge, . Respond to guest requests for special arrangements or services (., 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 (., 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.

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 (., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Guest Services

Ensure proper coverage and execution throughout all zones of the lobby.  Contact appropriate individual or department (., 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 (., 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.  Apply knowledge of demographic area and proactively connect those demographic preferences by using GO-BOARD to its fullest capabilities. Respond to guest/resident requests for special arrangements or services (., 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 check-ins and ensuring pre-arrival 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 check-ins by confirming reservations in computer system (., 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 (., credit card) prior to issuing room key. Activate room keys using electronic key machine (., Saflok) and reissue new room keys to guests as necessary (., lost key) by verifying guest identity and using electronic key machine. Ask for and enter Marriott Rewards information (., number, name, address) when taking reservation or checking guest in. Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns. Accommodate requests for room changes when possible. Review requests for late check-outs and approve according to occupancy. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. Clear departures in computer system to document that rooms are no longer occupied. Advise guest of any messages (., voicemail, mail, faxes) received for them, and send to room if required.

Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. Address guests' service needs in a professional, positive, and timely manner. Assist other employees to ensure proper coverage and prompt guest service. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Thank guests with genuine appreciation and provide a fond farewell. 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. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Thank guests with genuine appreciation and provide a fond farewell. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

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 callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

Serve as a departmental role model or mentor by working alongside fellow employees to perform technical or functional job duties. Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others

Actively listen to and consider the concerns of other employees, responding appropriately and effectively. Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Stand, sit, or walk for an extended period of time or for an entire work shift. Enter and locate work-related information using computers and/or point of sale systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Safety and Security

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Follow property specific procedures for handling emergency situations (., evacuations, medical emergencies, natural disasters). Maintain awareness of undesirable persons on property premises.

Policies and Procedures

Protect the privacy and security of guests and coworkers. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested.

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