Hotel Lobby Ambassador

Under the direction of the Manager Hotel Front Desk, the Lobby Ambassador is responsible for engaging with hotel guests to enhance their overall experience. The role involves acknowledging and welcoming all guests according to enterprise and department standards, anticipating guest and visitor needs, and demonstrating genuine appreciation to create unique memories, build rapport, and maintain a professional relationship with guests while meeting enterprise service excellence standards. Responsibilities Engages hotel guests to enhance service experience, effectively providing information on all outlets within the hotel and being knowledgeable of operating hours and all hotel offerings (restaurants, bars, lounge, casino). Responds to special requests from guests with unique needs, follows up to ensure satisfaction, gathers local area knowledge to inform guests about property and surrounding amenities, and contacts appropriate departments to resolve guest requests. Safeguards confidential guest, department, and enterprise data; adheres to health and safety policies and procedures, reports accidents, injuries, and unsafe conditions to management, and completes required customer service and safety training. Reports all maintenance issues via internal systems and escalates guest requests to the supervisor/manager on duty, ensuring timely completion and resolution. Performs other duties as assigned to support the efficient operation of the department. Educational, Experience, and Qualifications High school diploma or equivalent required. Minimum of three (3) years of customer service experience required. Upscale hotel experience preferred. Must have schedule flexibility, including evenings, weekends, holidays, and overtime when needed. Knowledge, Skills, and Abilities Excellent communication skills. Ability to identify and prioritize issues. Excellent organizational skills. Licensing, Certifications, and Driving Responsibilities At the discretion of the San Manuel Tribal Gaming Commission, the employee may be required to obtain and maintain a gaming license. No driving responsibilities: the role does not require a driver’s license or insurance. Physical Requirements / Working Conditions Primary work environment: climate‑controlled office setting. Work may require travel to meetings, trade shows, conferences, and promotional events. Must be able to work evening, weekend, and holiday shifts. Strength sufficient to exert up to 10 pounds of force occasionally and lift or carry up to 40 pounds occasionally. Work involves sitting most of the time, operating a computer and related equipment, and performing tasks that require bending, stooping, kneeling, and reaching. Hearing and visual acuity sufficient for conversation, videoconference, and computer use. Endurance adequate for sitting, walking, and standing for extended periods, including extended work hours. Possible exposure to fumes, airborne particles, and secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law. Benefits We offer a Total Rewards package that includes monetary compensation, benefits, and development rewards to employees who meet and exceed specific goals. #J-18808-Ljbffr