Job Description

REQ13843 Guest Relations Ambassador (Open)

Guest Relation Ambassador is responsible in welcoming and meeting all guests at all the relevant touch points and upon their arrival, ensuring that every guest’s needs are met and provide finest service to ensure guest satisfaction, retention and loyalty. Guest Relation Ambassador must continually seek opportunities to create memories by accommodating, anticipating the needs of guests and executing all requests in a timely fashion, exceeding expectations and building relationships with all guests up and after departure.

PRIMARY RESPONSIBILITIES:

• Guest Relation Ambassador must maintain the appropriate manners and approachable presence in the hotel lobby, always ready to provide assistance, showing perfect grooming and presentation.
• To observe VIP and Melco executives’ movement in lobby area, updated Concierge and share with all concerns.
• Providing personalized attention, greet all the guests in a thoughtful and genuine approach, address guests by name whenever possible when they step into hotel lobby.
• Engage with guests and make them feel welcomed and valued by appropriate interactions to make their visits are memorable, ep: taking picture with guests ; warm handshaking ; slightly nodding the head, etc.
• Providing up-to-date information about these areas but not limited to hotel room rates, special packages ; hotel facilities, services, transportation options ; entertainments and promotions ; groups that are happening in-house on City of Dreams, or even local attractions, cultural & events happening in town.
• Guest Relation Ambassador is not only need to concentrate on the guests’ arrival and departure experience. But, in responsible to manage the day-to-day operations of the hotel lobby in clean, organize, and ambiance, assist guests in queue as well as manage queue whenever needed.
• Coordinating with the front operation, concierge, and bell team, to ensure guest requests are fulfilled seamlessly, especially to extend hospitality to the arrival, departure, in-house, repeat guests and all VIPs.
• Well-informed Company and departmental policies, procedures. And be flexible on the schedule upon request from management.
• Support the Public Relations, Investors Relations and Executive Office in doing City of Dreams tour for their potential customers; as well as for hotel guests when the Front Office Assistant Manager / Front Office Manager is not available.
• Ensure to meet with Concierge Manager, On-duty Front Operation manager, superiors for hand-over or any follow-up actions.
• Able to resolve minor complaints promptly or escalate as needed.
• Perform other reasonable job duties as assigned by Management from time to time.
• Report accidents, injuries, unsafe work conditions and / or security issues to the Management.
• Adhere to all company policies and procedures.

Experience

• Proven experience in a customer services, hospitality or front desk role.
• International and China / PRC customer relations exposure (preferred).

Education

• High school diploma or equivalent professional training.
• Hospitality related discipline.

Skills / Competencies

• Warm, welcoming and empathetic personality.
• Professional and charming appearance and demeanor.
• Highly personable with an energetic approach to customer interactions.
• Ability to build relations with all customers – external and internal.
• Excellent interpersonal / presentation skills are preferred.
• Good command in both written and spoken Cantonese / Mandarin / English.
• Ability to converse effectively in English and Mandarin or Cantonese.
• Ability to communicate well to all levels of management and employees.
• Ability to work on flexible shift or on rotation basis.
• Proficiency in the languages of diverse nations.