Service Stylist/Guest Service… at Great Eagle… · Location…

PRIMARY OBJECTIVE OF POSITION:

Represents hotel to arriving/departing guests and visitors alike. Acknowledges, welcomes and departs all guests/visitors by escorting them to appropriate areas / colleagues in the lobby and/or other areas within the hotel.

Greets and recognizes arrivals and departures of repeat guests and VIPs. Makes them feel as if they are at home by extending a warm and sincere welcome with a personalized approach. Service Stylist/Guest Service Ambassador always maintains a high level of engagement for all guests.

RESPONSIBILITIES AND JOB DUTIES:

• Maintain knowledge of:
  • Daily arrivals and departures of repeat guests and VIP’s and their expected arrival/departure times.
  • Maintain knowledge of scheduled daily activities.
  • Must have a general knowledge of:
    • Hotel product
    • Room types
    • All food and beverage outlets
    • Chuan Spa
    • Flavors of Langham
    • The Club Lounge
  • Escort each arriving guest from the front entrance to the Reception Desk.
  • Greeting the guests with genuine warmth and enthusiasm upon arrival, ensuring that their check-in experience is seamless, efficient, and personalized by obtaining each arriving guest name – introducing him/her to the front desk agent ready to assist him/her with check-in, using the name of the guest and the guest reception agent.
  • Acknowledge and recognize repeat guests and VIP’s arriving and provide a professional and warm welcome by using the guest’s name.
  • Acknowledge and recognize repeat guests and VIP’s departing and provide a professional and fond farewell by using the guest’s name.
  • Warmly and sincerely provide bid farewell to departing guests and visitors – escort each departing guest from the Reception Desk or Lobby to the Hotel front entrance area.
  • To be able to identify and recognize guests who are accommodated on the Club Floor. 
  • Service Stylist/Guest Service Ambassador is fully versed in the FORBES service standards.
  • Engage with guests throughout their stay to understand their preferences, needs, and expectations - use this information to tailor services and experiences that enhance their visit.
  • Maintain contact with in-house guests to build a personal relationship with each guest. 
  • Listen to guest’s requests with warmth, care and empathy and record preferences – specifically VIP guests.
  • Assist with the Cinema suite requests and Kids suite escorting requests.
  • Provide personalized attention to VIPs, repeat guests, and loyalty program members, ensuring their preferences are noted and prioritized – go above and beyond to ensure a memorable and personalized experience.
  • Coordinate with housekeeping and other departments to ensure that guest rooms are ready upon arrival and reflect their specific requests - arrange for special in-room amenities, such as welcome gifts, and personal touches.
  • Assisting the bell team with managing the Q-rooms and organizing/delegating luggage delivery during peak check-in/out times to ensure luggage is delivered/retrieved within 10min of checking in/out. 
  • The Service Stylist/Guest Service Ambassador is expected to be mobile throughout the Hotel and between multiple floors.

SPECIAL SKILLS REQUIRED:

• Ability to accurately understand guest inquiries and provide responses. 
• Ability to focus attention on guests’ needs and wishes. 
• Ability to prioritize and organize. 
• Ability to think promptly and make appropriate judgments. 
• Ability to work well under pressure of arrivals and departures of guests and visitors.
• Ability to exert physical effort in opening Hotel Entrance doors and assisting guests with luggage while escorting them in the Hotel Front Entrance and Lobby areas. 
• Ability to remain stationary at assigned post. 
• Ability to maintain positive relations and work cohesively with co-workers and management as part of a team. 
• Ability to build professional relationships with repeat guests by remembering their names, recognizing them, knowing their individual interests, preferences, needs and wishes.     
• Ability to proactively anticipate and comply with guests’ needs and wishes. 

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred. 

EXPERIENCE REQUIRED:

• Experience in the hospitality industry in a similar position.
• Previous guest relations training and/or experience preferred.

LICENSES OR CERTIFICATES: