Guest Relations Ambassador

Overview

The Lake Nona Wave Hotel invites you to explore opportunities to push your creativity and be outstanding in a role that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to meeting you!

About the opportunity:

The Guest Relations Ambassador is the primary champion that creates and delivers a comprehensive hotel experience.  You will promote hotel services and amenities as well as connect the guest to local and authentic experiences in the Lake Nona community.  You will facilitate the discovery of hotel amenities by warmly greeting and assisting guests upon arrival.  You will set up custom travel itineraries and make all reservations for in-house guests as well as by contacting guests prior to their arrival.  You will coordinate with other departments to ensure the overall guest experience exceeds expectations. 

Responsibilities

• Follow Forbes standards to assist guests with exceptional verbal and written communication skills.
• Responsible for pre-arrival process to assist in designing custom itineraries prior to the guests’ arrival and during their stay.
• Anticipate guests needs to accommodate them and provide an exceptional guest experience.
• Understand guest’s needs and provide them with personalized solutions.
• Be part of a cohesive team with a singular focus on creating the best possible guest experience.
• Demonstrate your unique personality, creativity, ingenuity, and an innovative approach to deliver a meaningful stay.
• Utilize the freedom to go beyond to become an expert in the local community and confidently connects guests to unforgettable experiences in Lake Nona.   
• Order amenities for guests who are VIP, celebrating special occasions, or as needed.
• Print reports and traces to ensure a satisfactory guest experience.
• Provide notes and comments regarding guest stays and profile in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the Welcome Desk.
• Ensure proper booking information and VIP status is recorded for each reservation and according to resort standards.
• Distribute VIP report daily that is accurate and meaningful.
• Track ancillary revenue booked.
• Keep current with all communication and departmental changes.
• Have complete knowledge of and comply with all departmental policies, services, procedures & standards.
• Remain current at all times of:
• all hotel features/services, hours of operation
• local restaurants, bars, nightlife
• transportation options and current rates
• local vendors
• local events/activities
• scheduled daily group activities
• Hotel activities

• Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations.
• Develops and maintains service relationships to fulfil the needs of ownership, VIPs, guests, or team members.
• Provides information regarding area, including directions, attractions, shopping, nightlife, or recreational opportunities.
• Acquires tickets to special events or makes reservations for clients at a variety of venues, including for dinner, recreation times (e.g., golf or tennis), or spa treatments.
• Assist to plan and schedules special events, celebrations, or meetings.
• Greet guests and visitors warmly and make them feel welcome and attended.
• Answers phone and email inquiries from potential guests in a timely and respectful manner.
• Provides a variety of business services such as shipping packages and assisting with printing needs.
• Receive and redirect mail, phone calls, packages, etc.
• Offers and assists guests in arranging transportation and excursions.
• Arranges for interpreters or translators when needed.
• Act as a liaison between guests and any department as needed.
• Handle all guest opportunities with tact resolving all issues to guest satisfaction. 
• Represent the hotel with integrity and pride.
• Participate in department projects.
• Attend and participate in monthly meetings.
• Assist Reservations and Welcome Desk teams when needed.
• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Maintain a neat, clean, and safe work environment.
• Performs other related duties as assigned.

Qualifications

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being.  This role demands high levels of energy.  You need consistency even though the days are never alike; and creativity to tackle daily adventures.

Communication is what keeps our departments running perfectly. Our Guest Relations Ambassadors must have timely and effective communication skills to ensure all other departments and extended hotel team is always prepared to exceed guest expectations.  You will build external relationships with key partners to ensure our guests receive nothing but the best experience.

• You must be passionate about guest service and have a minimum of two (2) years of experience in concierge operations in a luxury setting.
• A post-secondary diploma or degree is preferred.
• Strong verbal and written communication skills.
• Have an impeccable thoughtful attention to detail to ensure accuracy and efficiency.
• Maintain high ethical standards and professionalism to include confidentiality regarding guests, team members, and proprietary information and protect company assets.
• Polite and confident with a great deal of patience.
• Demonstrated ability in multitasking and time-management.
• Critical thinking, problem solving, judgement and decision-making abilities.
• Has genuine motivation to go above and beyond.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with difficult situations.
• Relates to all types of people and builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Professional and appropriate business appearance and demeanor aligned with the Lake Nona Wave Hotel brand, culture, and grooming policy.
• Embrace the hotel’s culture and vision to Inspire Happiness. 
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate business demands.#lakenonawavehotel