Lobby Assistant

* Communicates effectively and genuinely with guests, team members and other departments.
* Maintains a friendly and caring demeanor at all times in a fast pace environment.
* Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
* Demonstrates team work by co-operating and assisting colleagues as needed.
* Greets and welcomes every guest upon arrival.
* Becomes informed of events/functions in the hotel during shifts.
* Is able to find guest centric solutions.
* Promotes hotel services, facilities and outlets, provide guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.
* Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problem, complaint or unhappy guest.
* Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.
* Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
* Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicate effectively the policies and procedures to other team members of the hotel
* Has knowledge of and assist in all emergency procedures as required.
* Attends all mandatory meetings and training classes.
* Has knowledge of the names, titles and positions of key people within the hotel.
* Has knowledge of the hotel surrounded area, such a pharmacy, theaters, Public Transportation, Retail, and Restaurants etc.
* Completes all checklists as assigned.
* Rooms guest using the bellman script for informing guest about the hotel and our facilities
* Inspects guest room for order and adequate supplies and uniforms guests of room amenities
* Delivers faxes, messages, packages and flowers for guests, and undertakes any other requests to ensure their comfort
* Collects and returns outgoing guest laundry and dry cleaning
* Maintains the appearance of the hotel lobby
* Refills and replaces promotional material as needed
* Performs light cleaning in the lobby, corridors and entrances by picking up litter, emptying ashtrays and properly arranging furniture
* Observes any maintenance or housekeeping needs in corridors, lobby and guest rooms and reports needs to Front Office Supervisor
* Keeps luggage storage room clean and organized
* Has knowledge of all in-house and city functions which management provides in order to answer guest inquires quickly and knowledgeably
* Is aware of daily group arrivals and departures
* Ensures the efficient delivery and collection of group luggage
* Assists guests to bring luggage from room to hotel entrance
* Facilitates prompt check-out by assisting guests
* Stores and receives luggage when requested; issues completed claim checks to guests when storing luggage

* Strong customer service skills
* Guest centric oriented
* Knowledge about the area
* Attention to detail
* Planning and organizational ability
* Able to work nights, weekends and holidays when business needs dictates.
* Able to work in fast paced, stressful environment.
* Able to exert up to 20 lbs of force frequently.
* Ability to stand during the entire shift.
* Strong Oral communication skills
* Interpersonal skills