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Lobby Ambassador in Marriott's Bali Nusa Dua Gardens at Marriott Vacations Worldwide

Date Posted: 5/17/2019

Job Snapshot

Job Description

JOB SUMMARY

Greetings all guest check-ins, check-outs, guest inquiries in the lobby. Actively asking guest feedback during their stay and communicate to appropriate staff. Advise guest of messages. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Follow up to HOD if guest complaint.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds / 4.5 kgs. without assistance. Perform other reasonable job duties as requested by Supervisors.

CORE WORK ACTIVITIES

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.
  • Maintain awareness of undesirable persons on property premises.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company 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 by Supervisors.

Guest Relations

  • Contact appropriate individual or department (e.g., Concierge, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Provide assistance with concierge operations as required.
  • Assist management with ensuring a clean, well-stocked and organized work area.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
  • 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.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., 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.
  • Assist other employees and other departments if necessary, to ensure proper coverage and prompt guest service.
  • Conduct courtesy visit to all guest especially in lobby are

Communication

  • 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.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Talk with and listen to other employees to effectively exchange information.
  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • 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.
  • Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

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.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Communications

  • Operate message, traces.

Reports / Recordkeeping

  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

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

Guest Services

  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Contact appropriate individual or department (e.g., Bell person, 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.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

Maintenance/Security

  • Notify Loss Prevention/Security of any guest reports of theft.

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