Lobby Ambassador

**Job Number** 24058241

**Job Category** Rooms & Guest Services Operations

**Location** The Ritz-Carlton Bahrain, Building 173, Road 2803, Manama, Bahrain, Bahrain VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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Represents the hotel in the Lobby and ensures our guests are greeted, escorted to all areas in the hotel, and assists in room shows/inspections. This individual engages in conversation with our guests to obtain guest preferences and to ensure our guests are having an enjoyable experience in the hotel. The Guest Relations Ambassador makes recommendations for the Hotels Food & Beverage Outlets, its Sports Club & Spa, Banquets/Function space and all other facilities within the hotel. This individual receives guest opportunities (complains) and ensures that he/she follows up to rectify them and report the defect.

The primary responsibilities of the role include:
**Guest Relations**
- Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
- Utilizing interpersonal and communication skills to influence and encourage guests to utilize and enjoy the hotel facilities.
- Developing and Building Relationships with fellow colleagues and team members, encouraging and building mutual trust, respect, and cooperation among team members.
- Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors
- Improving Service - Improving service by always being available and anticipating the guest needs.
- Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
- Handling Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality standards meeting the expectations of the customers on a daily basis
- Being aware of daily events, Arrival and Departure Guests and any other events or promotions in the hotel.
- Displays outstanding hospitality/ guest service skills, proper and professional verbiage and constantly smiles.
- Responds to and handles guest problems and complaints.
- Sets a positive example for Guest Relations and the Front of House teams.
- Provides immediate assistance to guests as requested.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Strives to improve service performance. Works towards achieving our Gallup Goals.
- Ensures compliance with all policies, standards and procedures.
- Understands and complies with Loss Prevention policies and procedures.
- Maintains high visibility in public areas during peak times. Provides Lateral Service to other departments when required based on business requirements.
- Interacts with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.
- Participates as needed in the investigation of fellow colleagues and guest accidents.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Establishes and maintains open, collaborative relationships with his/ hers colleagues and ensures colleagues do the same within the team.
- Provide the three steps of service to guests.
- Ensure Lobby presence at all times
- Walk through guest rooms to verify that the requests have been executed
- Assist co-workers wherever necessary in performing all job functions.
- Assist with VIP’s in room check in
- Escorts guests to their rooms or desired area in the hotel.
- Assist Guest Relations/Guest Recognition Manager & with all other duties

**Training and Development of Others**
- Perform ad hoc on-the-job individual and team trainings as needed to ensure that all team members have the adequate product knowledge and coordinate with related departments.
- Drive the Guest Relation Brand Standards and appropriate engagement and communication with guests and colleagues
- Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
- Conduct ongoing training with existing staff and ensure that new staff is certified as required.
- Look for ways to continuously improve the Guest Relations process and provide lateral service to other departments to assist them with enhancements to the Guest Recognition process
- Ensure GR Team attends all mandatory trainings.

**Communication**
- Ensure that all pertinent information is provided to guests and colleagues
- Ensure that all communication with guests and colleagues is complete, accurate, engaging and positive.
- Maintain confidentiality of all guest information
- Attend daily line-ups and communicate all challenges and successes with the rest of the team
- Attend designated meetings
- Act as the point of contact for other departments during the shift for related issues
- Ensure and emphasize prompt solutions and reporting of any guest