Description:

Lobby Ambassador

The incumbent in the position is responsible for managingthe Guest Relation Section and providing the highest professionalservices in accordance with the Kempinski quality servicestandards.He/she is also acts as arepresentative of the hotel management and handles all guestrelation matters brought to his/her attention to the satisfactionof the guest. 
KeyResponsibilities:

• Hasa complete knowledge of the Hotel including the geographicallayout.
• Knowledgeable about all VIPs in-house,Hotel functions and special events.
• Greets VIPguests and escorts them to the lounge and to theirrooms.
• Interacts with all guests as well asindividuals outside the Hotel.
• Makes acourtesy call to in-house guests.
• Conductsshow around to guests
• Inspects guest roomsdaily, and ensures that all in-house guests receive their dailyamenities as per set standards.
• Inspectsarrival rooms of the day specially VIP rooms
• Ensures that all collaterals/ letters are pre- arrangedprior to guests arrival (welcome letters, Discovery letters,etc)
• During peak period, provides help andsupport to the Front Desk, Palace Lounge and Concierge Desk withcheck-in, check out and handling guest requests
• Handles guest requests and complaints in a polite andefficient manner, gives further instructions to the relevant staffif needed to ensure customer satisfaction and maintains a record ofall requests received from all guests. Follows up whennecessary.
• Look out for daily birthdays andoccasions of in-house guests and ensures the delivery of thecorresponding amenities to guest rooms.
• Relieves Business Center and Front Desk employees whenneeded.
• Update guest historyprofile.
• Informs other operating departments,notably Housekeeping and Food and Beverage Departments on mattersthat concern them.
• Performs related duties andspecial projects as assigned
• Analyzeguests' comments and complaints and produces weeklyreports.
• Informs management of special events,functions, and problems.
• Keeps a logbook withall VIP arrivals and requests.
• Ensure thatrooms are assigned according to the reservation & as perguest's requests.
• Implements &controls the policies & regulations related to staff health& safety, Grooming, service and hygiene.
• Attends & participates in daily briefings asscheduled.
• Ensures that the previousday's cancellations or no-show courtesies are removed fromrooms.
• Prepares a list of guests'birthdays. For in-house guests, sends a cake and a card signed byeveryone, while for guest abroad, sends a birthday card signed byeveryone.
• Performs all duties andresponsibilities in a timely and efficient manner in accordancewith established company policies and procedures to achieve overallobjectives of this position.
• To report forduty punctually wearing the correct uniform and name tag at alltimes.
• Any other duties, which may be assignedto you from time to time as directed by your Supervisor orManager.