Lobby Ambassador/Bellperson

The Lobby Ambassador/Bell person is the first point of contact with hotel guests. This position is responsible for greeting and providing a positive impression upon guest arrival/departure. The Lobby Ambassador/ Bell person will escort guests to the hotel check-in area and to and from their accommodations when necessary. This position will orient guests with the features of the property and their accommodations, assisting the guest in any way to make them feel more comfortable. Guest Service responsibilities will vary and are inclusive of handling guest luggage, delivery of messages, packages, etc. At all times, the Lobby Ambassador/ Bell person is expected to be attentive to our guest needs and making them feel welcome, comfortable, important and relaxed.

OVERALL OPERATIONAL RESPONSIBILITIES

• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc.
• Demonstrate brand standards, behaviors, hallmarks and mandates.
• Follow all emergency and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction.
• Greet all guests and or associates upon contact.
• Greet guests pleasantly as they approach the porte cochere and hotel entrance.
• Assist with removing luggage from guest vehicle, carrying luggage into the hotel, holding the leashes of pets or managing doors.
• Relieve guests of their luggage on arrival, store it and log it.
• Escort guest into the lobby and to the reception desk.
• Assist with escorting guests to their room and or other hotel area as needed.
• Deliver various Guest Service related items to guest room and/or applicable meeting space (i.e. delivery of messages, packages, amenities, guest gifts, etc.). Make deliveries to guest rooms as instructed.

Interpersonal Relationships

• Spark conversations with guests and associates in a professional manner, smile often, and establish relationships in order gain trust and loyalty.
• Resolve and address all guest and associate questions and or concerns in a timely, creative and professional manner. Report any issues, concerns and or suggestions to management.
• Must have good communication skills. Have constant communication with all hotel departments in order to ensure guest satisfaction. (I.e. guests, wait staff, cooks, and supervisor, etc.).
• Acknowledge guest by name with each opportunity.

Qualifications High School Diploma or equivalent Minimum guest service experience, equivalent, or a combination of education and experience. Knowledge

• Understand hotel function and guest profiles.
• Knowledge of local area including restaurants, landmarks, shopping centers and or local attraction.

Skills

• Business communication skills both verbal and written in English.
• Interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
• Have the skill to manage multiple tasks at a time, maintain focus and structure under pressure.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction.

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
• Ability to learn new software and computer systems.
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.

Physical Requirements

• Prolonged standing/walking for 8+ hours.
• Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 200 lbs.

Pacific Hotel Management, LLC is a privately- owned company that manages various hotel brands in the bay area. Sheraton Palo Alto Hotel is one out of 7 hotels within PHM. Our culture is family oriented, friendly, outgoing, competitive and results oriented. All associates work hard every day to achieve guest and associate satisfaction goals, but most importantly, all associates have an inherent passion for hospitality. All of our associates also enjoy an array of benefits and perks such as health insurance, 401k plan, educational assistance program, training, recognition events, travel discounts and more! As part of the Marriott brand, we pursue excellence in everything we do! We are looking for someone who can easily engage and adapt to our unique culture. We are looking for a friendly and knowledgeable Lobby Ambassador/ Bell person to join our family! The Lobby Ambassador/ Bell person is responsible for greeting guests and providing a pleasant hotel stay and memorable experience. The Lobby Ambassador/ Bell person has knowledge of the local area including restaurants, landmarks, shopping centers and or local attraction. The Lobby Ambassador/ Bell person will greet and provide a positive impression upon guest arrival/ departure and will handle other duties as assigned. The Lobby Ambassador/ Bell person is an integral part of our team at the property and works side by side with managers and associates on a day-to-day basis to anticipate and meet guest’s needs. We are looking for someone who will help us maintain our high quality standards, who will help develop new ideas and ways to improve our guest satisfaction scores. If this position and Sheraton Palo Alto Hotel (PHM) sound like the family you want to be a part of please submit your resume for consideration. We look forward to learning more about you! Learn more about our company at The job qualifications listed above are not all inclusive of the essential and non-essential job functions of each position, and are solely a guideline for these positions.