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 and departure. The Lobby Ambassador/Bell person escorts guests to the hotel check‑in area and to and from their accommodations when necessary, orients them with the features of the property, and assists in ensuring a comfortable stay. Guest service responsibilities also include handling luggage, delivering messages, packages, and other items. At all times, the Lobby Ambassador/Bell person is expected to be attentive to guest needs and to make them feel welcome, comfortable, important and relaxed. Overall Operational Responsibilities Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook (e.g., reporting to scheduled shift, arriving on time, reporting absences). Demonstrate brand standards, behaviors, hallmarks and mandates. Follow all emergency and safety guidelines to provide a safe and secure environment for guests, associates and visitors. Promote hotel services, facilities and anticipate guests’ needs to enhance satisfaction. Greet all guests and any 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 pet leashes, or managing doors. Relieve guests of their luggage on arrival, store it, and log it. Escort guests into the lobby and to the reception desk. Assist with escorting guests to their room and other hotel areas as needed. Deliver various guest‑service related items to guest rooms and applicable meeting spaces (e.g., messages, packages, amenities, gifts). Interpersonal Relationships Spark conversations with guests and associates in a professional manner, smile frequently, and build relationships to gain trust and loyalty. Resolve and address all guest and associate questions and concerns in a timely, creative and professional manner; report issues, concerns or suggestions to management. Maintain constant communication with all hotel departments to ensure guest satisfaction. Acknowledge guests by name whenever possible. 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 local attractions. Skills Business communication skills both verbal and written in English. Interpersonal skills such as listening, smiling, relating, asking questions and teamwork. Ability to manage multiple tasks simultaneously while maintaining focus and structure under pressure. Ability 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 and credit card information. Ability to learn new software and computer systems. Ability to adapt to various situations, 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. Benefits Health insurance 401(k) plan Educational assistance program Training and development opportunities Recognition events Travel discounts Pacific Hotel Management, LLC is a privately‑owned company that manages various hotel brands in the Bay Area. Sheraton Palo Alto Hotel is one of seven hotels within PHM. 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. #J-18808-Ljbffr