Experience Ambassador

Company: Sea Breeze Beach House

Job Summary

The Experience Ambassador is responsible for ensuring the smooth running and development of the department with a strong emphasis on extraordinary service. The Experience Ambassador will greet the guests and will anticipate the guests needs together with solving their problems. Providing directions and sharing information about local points of interest, being the guest main point of contact during their stay. They will be a source of information for all pre-arrival and inhouse guests’ requests entitled to an experience ambassador, including but not limited to fulfilling any special requests.

Scope

Under the direction of the Guest Relations Manager, the Experience Ambassador is responsible for ensuring the service delivery is always according to the AAA 5 Diamond standards and the LQA standards. Any related tasks would be executed as needed and with a flexible, creative, guest-oriented mindset at all times.

Responsibilities

• Meet guests when they arrive and getting them settled in their rooms


• Engages and customizes check-in procedures, suite set-up, suite orientation, offers welcome drink, itinerary and dining recommendations and bookings.


• Anticipate guests’ needs by learning their preferences, allergies, dislikes, etc. prepare before arrival and consistently serve during their stay


• Have a thorough understanding of all spirits and specialty food offerings


• Assess and restock wine and spirit collections as necessary


• Serve meals and pour drinks for guests if requested in their rooms


• Communicate and coordinate with housekeeping to ensure rooms are cleaned at the most convenient time for guests


• Run errands for guests when necessary


• Anticipate when guests want anything on the beach/pool deck and serve


• Recommend and arrange amenities for guests


• See guests off when they check out


• Always remain well-groomed


• Keep up to date on all hotel policies on safety and hygiene


• Perform all duties with discretion, professionalism and a pleasant demeanor


• Orchestrates the celebrations of guests’ special occasions, resolves resident feedback, serves daily amenities and help for departure arrangements and provides a fond farewell.


• Tasks include unpacking, packing, laundry, shoe-shine and in-room dining service, promptly answers any resident calls and emails and communicates with respective departments.


• Ensures service standards and individual performance are aligned with Ocean Hotels Values


• Cooperates closely with the In Room Dining team and Housekeeping to ensure a seamless In Room Dining and cleaning experience.


• Ensures Guests receive the experience as detailed O2 Standard Operation Procedure (SOP) as well as AAA 5-Diamond standards & Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management. Aim for 5-star Forbes standards


• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines


• Encourage guests to enjoy activities, book car hire and other products or services offered and make these arrangements for guests to enhance their holiday experience.


• Attends guests' complaints, inquiries and requests and refers challenges to the GRM where necessary.


• Follow up and follow through on any guest inquiries and complaints in a timely manner


• Assist with the Turn down service and serve the good evening amenities.


• Carries out any other duties assigned by the GSD, GRM, or the General Manager.


• Greets all guests in a helpful welcoming manner, using their name at every opportunity.


• Does all possible to ensure the guests depart the hotel with a positive impression of the service and staff of Ocean Hotels Barbados.


• Engage in increased service levels

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge/Skills

• Experience as a Butler or similar role in the hospitality industry


• Strong multi-tasking skills


• Excellent organizational skills


• Ability to adapt to a fluid environment


• Commitment to a high level of guest service


• Strict attention to detail


• Knowledge of the Barbados culture


• Ability to handle sensitive matters with efficiency and discretion


• Knowledge of food and wine pairings is a plus

• Possesses great organizational and communication skills.


• Attention to detail and a high level of accuracy.


• Has a humble and serving attitude.


• Excellent interpersonal skills.


• Good grooming and presentation.


• Great time management skills.


• Ability to remain standing and stationary for extended periods of time.


• Able to work with minimum supervision.


• Demonstrate the capacity to maintain a high standard of customer service throughout your shift.

Personal Attributes

The Experience Ambassador must demonstrate the following personal attributes:

• Creativity


• Reliability


• Compatibility


• Effective follow up


• Flexibility


• Consistency


• Hospitality