Guest Relations Ambassadors
Full job details
As a Renaissance , you are one of the first ambassadors that a guest comes into contact with and your friendly, authentic approach creates a unique and personalized guest experience when the guest checks in. The successful Front Desk Ambassador will tailor their approach by reading cues from a guest to ensure when they check in the guest feels at home. At Renaissance we believe that every ambassador is an innovator, explorer, and relationship builder, someone who is able to identify the key details that make something uniquely interesting and provide guests with intriguing information about the locale.
Creating a smooth and easy experience for guests so they can get the most out of their stay is critical. The Front Desk Ambassador will use their expertise, as well as their relationships with others across the hotel (from housekeeping to parking to the Navigator and beyond), to anticipate and deliver on our guests’ needs. He or she should be passionate not only about the locale and local offerings, but also have an eye for detail – from the information they provide to guests, to the accuracy of their reports, to the transactions they process and secure.
No matter what position you are in, there are a few things that are critical to success – making sure you have a safe work environment, following company policies and procedures, ensuring your uniform and personal appearance are clean and professional, maintaining confidentiality, complying with quality assurance standards, and protecting company assets. The front desk ambassador role will be on your feet and moving around (stand, sit, or walk for an extended period of time) and taking a hands-on approach to your work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other things that come your way) is the foundation of the job. Ultimately, the real hallmark of the Front Desk Ambassador role is driving a best-in-class guest experience, inspiring guests and ambassadors alike to live life to discover.
§ Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for Renaissance guests.
§ Stay up-to-date on the local area, including unique attributes, happenings and offerings, so that you are prepared to provide specific recommendations for guests.
§ Build and use personal and professional resources to offer unique recommendations.
§ Communicate recommendations in a way that builds excitement and interest among guests and ambassadors.
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
§ Anticipate guests' needs, including using cues to uncover their passions, asking questions of to better understand their needs and watching/listening to preferences to surprise and delight them whenever possible.
§ Address guests' service needs in a professional, positive, and timely manner.
§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
§ Process all guest check-ins and check-outs by confirming reservations in computer, verifying guest identity, securing a valid form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
§ Set up accurate accounts for each guest upon check-in according to their requirements (i.e., separate room/tax/incidentals, comp).
§ Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
§ Assign or adjust room according to guest request and preferences whenever possible.
§ Verify and adjust billing for guests.
§ File guest paperwork or documentation.
§ Pre-register designated guests and prepare key packets.
§ Ensure rates match market codes and that any exceptions are documented and include an explanation.
§ Communicate to appropriate staff that there are guests that are waiting for an available room.
§ Review requests for late check-outs and approve according to occupancy.
§ Coordinate with Housekeeping to track readiness and status of rooms (e.g., check-in, early check-out, late check-out, room transfer, unexpected stay over) and to report guest concerns.
§ Obtain and verify proper tax-exempt information for tax-exempt guests.
Greet/Escort Guests and Guest Services
§ Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
§ Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
§ Receive, record, and relay messages, calls, questions and concerns accurately, completely, and with genuine care.
§ Follow up with guests to ensure their requests or problems have been met to their satisfaction.
§ Run daily reports (number of arrivals, departures, closing reports, credit card authorizations, shift logs, etc.), identify any special requests, and check reports for accuracy.
§ Process all payment types, adjustments, etc. such as room charges, cash, checks, debit, or credit.
§ Manage and secure bank.
§ Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.
§ Accept and record wake-up call requests and deliver to appropriate department.
§ Respond to special requests from guests/residents with unique needs.
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
§ Provide assistance to coworkers, ensuring they understand their tasks.
§ Talk with and listen to other ambassadors to effectively exchange information.
Working with Others
§ Support all co-workers and treat them with dignity and respect.
§ Develop and maintain positive and productive working relationships with other ambassadors and departments.
§ Handle sensitive issues with ambassadors and/or guests with tact, respect, diplomacy, and confidentiality.
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
Policies and Procedures
§ Protect the privacy and security of guests and coworkers.
§ Maintain confidentiality of proprietary materials and information.
§ Follow company and department policies and procedures.
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
§ Perform other reasonable job duties as requested by Supervisors.
Safety and Security
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
§ Maintain awareness of undesirable persons on property premises.
§ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
§ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
§ Notify Security of any guest reports of theft.
§ Stand, sit, or walk for an extended period of time or for an entire work shift.
§ Enter and locate work-related information using computers and/or point of sale systems.
§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
§ Run daily reports (number of arrivals, departures, credit card authorizations, cashier, closing), identify any special requests, identify and resolve issues as needed, and check reports for accuracy.
§ Communicate parking procedures to guests/visitors.
§ Dispatch bell staff or valet staff as needed.
§ Process all payment types such as room charges, cash, checks, debit, or credit.
§ Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
§ Count bank at end of shift and secure bank.
§ Balance and drop receipts according to Accounting specifications.
§ Provide change to guests.
§ Obtain manual authorizations and follow all Accounting procedures when computer system is down.
§ Cash guests' personal checks and traveler's checks.
§ Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
§ Problem Solving
§ Computer Skills
§ Arithmetic Computation
§ Customer Service Orientation
§ Interpersonal Skills
§ Team Work
§ Diversity Relations
§ English Language Proficiency
§ Applied Reading
§ Positive Demeanor
§ Stress Tolerance
§ Time Management
§ Visual Acuity
High school diploma/G.E.D. equivalent
Related Work Experience
No related work experience is required
No supervisory experience is required
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.