Job Information
Marriott Lobby Ambassador in Manama, Bahrain
Job Number 24058241
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Bahrain, Building 173, Road 2803, Manama, Bahrain, Bahrain
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Represents the hotel in the Lobby and ensures our guests are greeted, escorted to all areas in the hotel, and assists in room shows/inspections. This individual engages in conversation with our guests to obtain guest preferences and to ensure our guests are having an enjoyable experience in the hotel. The Guest Relations Ambassador makes recommendations for the Hotels Food & Beverage Outlets, its Sports Club & Spa, Banquets/Function space and all other facilities within the hotel. This individual receives guest opportunities (complains) and ensures that he/she follows up to rectify them and report the defect.
The primary responsibilities of the role include:
Guest Relations
Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
Utilizing interpersonal and communication skills to influence and encourage guests to utilize and enjoy the hotel facilities.
Developing and Building Relationships with fellow colleagues and team members, encouraging and building mutual trust, respect, and cooperation among team members.
Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors
Improving Service - Improving service by always being available and anticipating the guest needs.
Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
Handling Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality standards meeting the expectations of the customers on a daily basis
Being aware of daily events, Arrival and Departure Guests and any other events or promotions in the hotel.
Displays outstanding hospitality/ guest service skills, proper and professional verbiage and constantly smiles.
Responds to and handles guest problems and complaints.
Sets a positive example for Guest Relations and the Front of House teams.
Provides immediate assistance to guests as requested.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Strives to improve service performance. Works towards achieving our Gallup Goals.
Ensures compliance with all policies, standards and procedures.
Understands and complies with Loss Prevention policies and procedures.
Maintains high visibility in public areas during peak times. Provides Lateral Service to other departments when required based on business requirements.
Interacts with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.
Participates as needed in the investigation of fellow colleagues and guest accidents.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Establishes and maintains open, collaborative relationships with his/ hers colleagues and ensures colleagues do the same within the team.
Provide the three steps of service to guests.
Ensure Lobby presence at all times
Walk through guest rooms to verify that the requests have been executed
Assist co-workers wherever necessary in performing all job functions.
Assist with VIP’s in room check in
Escorts guests to their rooms or desired area in the hotel.
Assist Guest Relations/Guest Recognition Manager & with all other duties
Training and Development of Others
Perform ad hoc on-the-job individual and team trainings as needed to ensure that all team members have the adequate product knowledge and coordinate with related departments.
Drive the Guest Relation Brand Standards and appropriate engagement and communication with guests and colleagues
Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
Conduct ongoing training with existing staff and ensure that new staff is certified as required.
Look for ways to continuously improve the Guest Relations process and provide lateral service to other departments to assist them with enhancements to the Guest Recognition process
Ensure GR Team attends all mandatory trainings.
Communication
Ensure that all pertinent information is provided to guests and colleagues
Ensure that all communication with guests and colleagues is complete, accurate, engaging and positive.
Maintain confidentiality of all guest information
Attend daily line-ups and communicate all challenges and successes with the rest of the team
Attend designated meetings
Act as the point of contact for other departments during the shift for related issues
Ensure and emphasize prompt solutions and reporting of any guest incidents during the shift. Ensure the that the challenge is escalated to Manager if need be and ensure that all such incidents are discussed in the next line-up and in departmental meeting
Other
Assist employees wherever necessary in performing all job functions.
Review and evaluate processes, revise if necessary. Come up with out of the box ideas, worthy of being bench marked in the company.
Monitor and maintain cleanliness and working condition of department equipment and supplies. Prepare work orders for equipment repairs and distribute to Engineering.
Participate in related project teams
Assist with problem resolution where appropriate, follow up when necessary. Ensure records are updated.
Monitor and ensure that employees perform their job functions to the hotel’s expected level of service.
Experience
Previous experience in guest relations or related department
Office management computer skills
Ability to communicate in English (verbally & in writing )
Thorough knowledge of hotel facilities & services
Strong ability to forge professional relationships with guest, co-workers and manager
Education
High school diploma or GED; 2 years’ experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.