Club Service Ambassador (Guest Experience)

Job Description: - Welcome guests upon arrival and departure according to established standard operating procedures. - Provide information pertaining to the guest’s stay. - Greet guests at all times and attempt to learn and use guest’s name at every opportunity - Provide courteous and efficient service and if possible, try to comply with each and every guest request. Offer alternatives when a request cannot be met. - Assist guests with various requests and inquiries such as restaurant reservations, transportation, obtaining tickets for social events and the prompt and accurate takings of messages and deliveries. - Engage with guests to build warm relationships, anticipating their needs whenever possible and creating opportunities for Cousu Main moments. - Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations. Always offer to get items for the guest. - Ensure that all requests for service are met within the agreed time frame. If there is a delay in the waiting time, an estimated time shall be communicated to the guest. If the waiting time exceeds the estimated time, the guest will be contacted and Sofitel problem resolution techniques shall be implemented. - Be familiar with guest room security, emergency and fire procedures. - Be familiar with all room types and rates in the hotel as well as their availability status; up-sell whenever possible. - Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested. - Assist in the coordination of VIP amenities (accordingly to VIP type). - Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance, posture and language throughout the department - To be fully familiar with Policies & Procedures, Job Description and the Ambassador handbook. - Assist Club Operations & Facilities Supervisor in ensuring all guest requests are efficiently delegated to Housekeeping, Front Desk, Concierge, Food & Beverage hotel departments. Job Requirement: - Passion for high end hospitality with an absolute eye for detail. - Willingness to build warm relationships and gain trust at all levels. - Excellent listening and negotiation skills. - Projects professional image at all times through personal presentation/ interpersonal skills. - Organises time and work efficiently. - Excellent verbal and written communication skills. - Ability to work autonomously and as part of a team. - Good level of physical fitness