Provide a presence in the lobby to engage with guests while helping to shape their personal journey. This person will have the opportunity to live Conrad Hilton's dream of "Filling the Earth with the Light and Warmth of Hospitality," and to help "Shape your guest's personal journey." This person will enjoy interacting with guests, while getting to know the purpose of their travel and find solutions that make their journey as pleasurable as possible. This person will ensure that Hilton guests receive an engaging welcome, first-class service and the pleasant, comfortable experience possible. Also, this person will work closely with the guest services team to ensure that all guest requests and challenges are not only satisfied, but anticipated and consistently met beyond guest expectations, each in a memorable manner. The goal is to provide guests with an experience; an opportunity to feel empowered, relaxed, entertained and connected - all to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. This person is to be posted in the Lobby by the Front Door. The position is responsible for being the greeting provider and direction giver while assisting the department manager(s) with short term planning and day-to-day operations of the Guest Services Department and carrying out initiatives to ensure excellent service and quality. The major areas of responsibility/management include Lobby cleanliness and organization. Type Qualification
Skill 1. Ability to stand for extended periods of time. 2. Review the CRM Arrival Report. 3. Familiarize yourself with the day's in-house meetings, functions and groups. 4. Familiarize yourself with any local events or activities outside the hotel and in the immediate area. 5. Familiarize yourself with any VIPs in-house and greet them by name. 6. Check the day's arrival departure counts and the hotel occupancy level. 7. Review any Welcome Amenities and departure gifts for today's arrivals and departures. 8. Review all engagement tools to help guests with their reasons for travels. 9. Keep yourself updated and conversant about the behospitable.com, hiltonjourney.com and hiltonathome.com websites. 10. Be hospitable and follow the Service Standards. 11. Enjoy your interactions with your guests. 12. Listen to guests. 13. When problems are encountered, give your assurance to the guest that we will look into it. Give them your name (Be Accountable) 14. Be observant of your environment and communicate safety, security and housekeeping issues that may arise during your shift. 15. Share best practices with other Hilton Lobby Ambassadors on the team. 16. Meet with your manager/supervisor daily to review all guest and team member challenges, as well as suggestions to ensure the follow-up process. 17. Be in professional attire appropriate for the hotel. 18. Must display professional body language and make appropriate eye contact with guests. 19. Must be visible in the lobby during periods of peak arrival and departure activity. 20. Shall open door(s), if needed, smile, engage and greet all guests as they enter the lobby with salutations such as, "Good morning/evening" and "Welcome to the Hilton." 21. Shall extend courtesy to guests at all times by using pleasant words such as "certainly," "my pleasure," "please" and "thank you." 22. Must use the guest's last name, if known, at every encounter. 23. Must communicate with the guest to learn the reason for their travels and the quality of their stay. 24. Shall, when providing directions or assistance, accompany the guest a minimum of a few steps and/or offer to escort them to their destination. 25. Must find appropriate responses to guests' requests or opportunities and communicate guest requests and opportunities to the appropriate departments in a timely manner. 26. Shall open door(s), if needed, smile and greet guests as they depart by inquiring about the guest's stay, thanking the guest for staying with Hilton, asking him/her to return again and bidding the guest farewell. 27. Must complete the Hilton Lobby Ambassador certification. 28. Explain hotel facilities, their location in the hotel, hours of operation and answer all questions about these facilities and any other hotel questions that may arise. 29. Ensure that the Bellman checks luggage for hotel guests both for day and overnight. 30. Maintain Lobby Organization and standing alert by the Front Door waiting for guests. 31. Maintain an open communication line through all shifts by proper use of pre-shift huddle logs. 32. Coordinate with Valet, Bellman and Front Desk staff to ensure impeccable arrival and departure experiences. 33. Assist guests with transportation needs. 34. Ensure all areas affecting the guest's sense of arrival present an organized and clean appearance at all times. 35. Maintain knowledge of all Emergency Procedures, including guest related responsibilities and evacuation procedures. Assist in the case of an emergency. 36. Focus on providing world-class customer service for every guest at every opportunity. Remember the guest needs come first and there is no length that they cannot go to in order to provide the perfect hospitality experience. Anything less than WOW is something that needs to be worked on by every team member to find new and unique ways to do it better the next time.
