Lobby Ambassador

POSITION SUMMARY

As a Lobby and Arrival Expert, you are the first and lasting impression of the hotel. You welcome guests with genuine warmth and confidence, crafting personalized experiences that reflect The Luxury Collection’s promise to inspire and delight. You embody elegance, discretion, and local expertise while delivering seamless arrival and departure experiences for every guest.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• 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

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• 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).

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.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

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.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• 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.

Guest Experience & Personalization

• Personally welcome and escort guests, with a focus on VIPs and Bonvoy Elite members.
• Curate bespoke experiences and local adventures to elevate each stay.
• Anticipate guest needs and deliver thoughtful surprises that delight.
• Maintain and update guest profiles in GXP to ensure personalized service at every touchpoint.
• Personally greet and build relationships with guests in the hotel’s social spaces.
• Coordinate personalized experiences and surprises that leave a lasting impression.
• Manage pre-arrival, in-stay, and post-stay communication, ensuring seamless service for Bonvoy Elite members and VIPs.
• Be the face of insider access, offering curated recommendations from local art galleries to hidden places

Administrative & Technical Duties

• Operate Opera, GXP, and Concierge Assistant systems confidently.
• Maintain guest profiles, preferences, and service notes with meticulous attention to detail.
• Prepare daily shift reports and manage administrative tasks efficiently.

Expectations & Standards

• Embody the elegance, discretion, and attentiveness expected in a five-star luxury environment.
• Prioritize guest satisfaction using initiative, empathy, and a problem-solving mindset.
• Maintain a polished appearance and calm, confident demeanor at all times.
• Be a local expert and global citizen, sharing authentic insights and recommendations.
• Thrive in a dynamic, fast-paced environment with professionalism and adaptability.

What We Offer

• A role within Park Tower Knightsbridge Hotel and The Luxury Collection’s captivating, design-forward properties.
• Career development opportunities within Marriott International.
• Competitive salary and comprehensive benefits package.
• A vibrant and inclusive workplace culture where your uniqueness is valued.

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• Decision-Making
• Computer Skills
• Learning     

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations   

Communications

• Communication
• Applied Reading
• Telephone Etiquette Skills
• English Language Proficiency
• Listening
• Writing
• Form, Report, and Log Completion

Personal Attributes

• Dependability
• Presentation
• Integrity
• Positive Demeanor
• Initiative
• Stress Tolerance
• Adaptability/Flexibility
• Safety Orientation   

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing      

Physical Abilities

• Visual Acuity

Front Desk

• Block Rooms

PREFERRED QUALIFICATIONS

Education:  High school diploma/G.E.D. equivalent

Related Work Experience: Less than 1-year related work experience

Supervisory Experience: No supervisory experience is required