Lobby Ambassador Duties and Job Description

Job Description for Lobby Ambassador

Position Title: Lobby Ambassador

Reports To: Front Office Manager

Position Summary:

As a Lobby Ambassador, you will be responsible for providing security services at assigned locations. Duties include, but are not limited to; foot patrol of interior and exterior areas of assigned locations. Have the ability to report suspicious activities and persons, write detailed narrative reports, maintain daily activity reports (DARs), enforce rules, regulations, policies, procedures, and respond to emergency situations requiring security assistance.

Additionally, He/She should 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.). In different hotels or properties, Lobby Ambassador may be a different kind of position. Either a Security Oriented Role or Guest Service Oriented Role or Both. 

Lobby Ambassador Duties and Responsibilities:

1. Security Oriented Responsibility of Lobby Ambassador's

  • Access control through an admittance process, all visitors are greeted courteously, ensure Security Clearance

  • Assists visitors with a legitimate need to gain entry to the facility

  • Screen visitors and client employees in an efficient manner in order to expedite their admittance to the site or facility. Ensure the input of visitor details using the electronic booking system.

  • Check for unsafe conditions, hazards, unlocked doors, security violations, blocked ingress and egress mechanical problems, and unauthorized persons

  • Inspects buildings and ground using appropriate equipment

  • Operate and monitor close circuit television systems

  • Answer questions or give directions to happenings or locations within the resort, explain resort facilities, and assist with information about the local area.

  • Provide prompt, efficient and polite response to both visitors and internal customers either face to face, via the telephone and e-mail communication

  • Interact professionally with construction trades and inquiries from potential external customers and vendors while maintaining a safe environment.

  • Assist with admin and FM duties as directed by the Facilities Manager

  • Work closely and communicate with the Director of Residence, Residence Manager and Director of Security on all happenings and people in the lobby areas during your shift.

  • Ensure that the Reception image is kept up to standard and in line with the Cisco Standards document.

  • Carry out any Adhoc duties as directed by the FM

  • Issue the incoming post and distribute. Frank outgoing mail and record post details. Ensure the franking machine is in credit and liaise with the supplier.

  • Communicate FM issues to the building users, via e-mail

  • Customer Service Skills Ability to organize and prioritize own workload to ensure the high-level image is maintained in the reception area.


2. Guest Service Oriented Responsibilities of Lobby Ambassador

  • 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 the 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.

  • Perform other reasonable job duties as requested. 

Prerequisites:

  • Good health, Neat and pleasant appearance

  • Previous customer related experience required.

  • Positive attitude and good communication skills.

  • Commitment to delivering a high level of customer service.

  • Excellent grooming standards.

  • Flexibility to respond to a variety of different work situations.

  • Ability to work on your own and as part of a team.

  • Knowledge of the local area.

Education:

Bachelor or Diploma in Hotel Management or related tourism course.

Experience:

1 year of experience in similar positions and customer service is preferred with a positive attitude and communication skills.