Lobby Ambassador

Fairmont Mumbai 

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.   

 

Position Overview

The Lobby Ambassador serves as the face of Fairmont Mumbai, creating memorable first and last impressions for guests while delivering personalized and intuitive service throughout their stay. Positioned within the hotel lobby and arrival experience areas, the Lobby Ambassador proactively engages with guests, anticipates their needs, provides assistance, and ensures seamless coordination between departments to enhance guest satisfaction and loyalty.

The role embodies Fairmont’s commitment to luxury hospitality by delivering warm, genuine, and personalized service while maintaining the highest standards of professionalism and guest engagement.

Key Responsibilities

Guest Experience & Service Excellence

• Welcome guests with warmth and professionalism upon arrival and departure.
• Act as a key point of contact in the lobby, assisting guests with inquiries, directions, hotel information, and local recommendations.
• Anticipate guest needs and provide personalized service to create memorable experiences.
• Escort VIPs, long-stay guests, and special occasion guests when required.
• Maintain a visible presence in the lobby and public areas to proactively engage with guests.
• Assist guests with transportation arrangements, restaurant reservations, and other requests.
• Support service recovery efforts by promptly addressing guest concerns and ensuring timely resolution.
• Promote hotel facilities, services, dining outlets, wellness offerings, and special events.

Arrival & Departure Experience

• Ensure smooth and efficient guest arrivals and departures.
• Coordinate with Front Office, Concierge, Housekeeping, and Bell Desk teams to deliver seamless guest experiences.
• Monitor lobby activities and guest flow to ensure an organized and welcoming environment.
• Assist during peak operational periods to maintain service excellence.

VIP & Luxury Guest Relations

• Recognize repeat guests, VIPs, and loyalty members and personalize interactions accordingly.
• Coordinate special amenities, celebrations, and guest preferences with relevant departments.
• Ensure VIP arrivals and departures are executed according to Fairmont luxury service standards.
• Build meaningful guest relationships that enhance satisfaction and brand loyalty.

Communication & Coordination

• Maintain effective communication with all operational departments.
• Follow up on guest requests and ensure completion within agreed timelines.
• Escalate operational concerns or guest issues to the Duty Manager or relevant department leaders when necessary.
• Ensure accurate documentation and handover of guest-related information.

Brand Standards & Quality Assurance

• Uphold Fairmont brand values and luxury service standards at all times.
• Maintain impeccable grooming, professionalism, and etiquette.
• Ensure lobby areas remain clean, organized, and presentable.
• Participate in training programs and service culture initiatives.

Health, Safety & Compliance

• Follow hotel safety, security, and emergency procedures.
• Ensure guest safety and confidentiality are maintained at all times.
• Comply with company policies, procedures, and regulatory requirements.

Qualifications & Experience

• Degree or Diploma in Hospitality Management, Hotel Management, or a related field.
• Minimum 1–3 years of experience in Front Office, Guest Relations, Concierge, or Guest Services within a luxury hotel environment.
• Fresher also can apply