On Call Guest Services Ambassador (Bell/Door/Valet) - The Langham, New York

This position helps create a guest’s first and last impression of The Langham, New York and is therefore critical to creating the right ‘image’ of our hotel and our company. Welcomes guests to the hotel and transports their luggage to and from guestrooms.  Escort guests to rooms and informs guests of all hotel services and features. Responsible for attending to immediate needs of each guest upon arrival and follow through attention throughout stay. Thorough knowledge of all hotel services and amenities pointing out all areas of interest in the Hotel and Guest Room. The colleagues in this post must know, understand, and perform in accordance with the Langham Brand standards and the Forbes service standards. There is only one first and one last impression.

RESPONSIBILITIES AND JOB DUTIES:

Bell/Door/Valet Attendant

• Present a warm, hospitable attitude to all guests.
• Respond immediately to guest inquiries regarding hotel features, services and assistance. Provide clear and understandable directions to hotel facilities and nearby attractions.
• Move from door post to and from other areas throughout the hotel in response to guest needs.
• Assist with acquiring taxi cabs for guest and confirm destination with driver and advise travel time to guest.
• Read luggage tags and provide claim tickets to ensure appropriate delivery. Grasp, lift and/or carry or otherwise move packages, luggage or boxes from cars, buses and vans, placing packages and luggage onto baggage carts or in secure areas.
• Provide valet assistance to guests which requires driving guest cars to and from the parking garage appointed by the hotel.
• Provide guestroom and hotel tours.
• Maintain an alert and attentive demeanor at all times in addition to remaining calm during periods of heavy business volumes.
• Advise housekeeping as necessary and assist personally to maintain a clean, orderly appearance of the main hotel entrance.
• Clearly communicate guest parking procedures and applicable costs to arriving guests.
• Other duties as assigned by the supervisor which would include the operation of the hotel house car whenever needed.
• Familiar with the area of 10 blocks surrounding the hotel to better assist guest with any inquiries.
• Abide by all hotel policies, guidelines, and standards, most of which are outlined in the hotel’s Colleague Handbook.

Guest Relations/Front Desk

• Assist with other Guest Service Ambassador duties as needed, including check in and out, guest inquiries, reservations assistance, and any other tasks as needed to ensure an outstanding guest experience.
• Good working knowledge of 1865 program, FFP and all other relevant programs. Excellent understanding of the 1865 membership program and actively promote
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Promote Langham marketing programs. 
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.

General

• Handle guest feedback in a tactful manner and offer resolutions in order to resolve guest dissatisfaction.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. 
• Assist other departments as needed. 

PHYSICAL DEMANDS:

• May be constantly in and out of doors. Vast changes in temperature are likely dependent upon weather conditions. 
• This position typically requires frequent lifting with considerable bending and stooping to transport luggage, packages, and deliveries that often weigh up to 80 lbs., to various locations throughout the hotel, and the city – the distance is often significant.
• Responding to guest requests typically requires daily considerable arm, hand and finger dexterity in at least one arm to lift and grasp objects such as room keys and luggage handles.
• This is a physically active position that requires, at a minimum, the following: 
  • Standing at the front door for long periods of time, 
  • Frequent bending and lifting of guest luggage hotel deliveries, and car doors.
  • Opening the door for guests as they approach the doors indicating ingress or egress.
• Responding to audible cues and requests from guests, taxis, and hotel management via telephone, radio, and messaging equipment.
• Requires high levels of interaction with all types of people as it relates to attending to the express or implicit wishes or needs of hotel guests. Immediate response to those requests is required.

SPECIAL SKILLS REQUIRED:

• Ability to effectively communicate verbally in English with the hotel’s sophisticated clientele about matters involving the hotel, and any aspect of a guest’s stay.
• Ability to work cohesively as part of a team.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy and collect accurate information.
• Ability to read English language to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
• Considerable knowledge and ability to communicate clear directions to nearby local attractions and hotel facilities and services.
• Considerable knowledge of New York and the surrounding areas.
• Ability to learn and perform all essential job functions accurately and safely with minimal direct supervision within two weeks after the employee begins work.

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:

• Prior hospitality or guest service experience preferred.

LICENSES OR CERTIFICATES:

• Must have a valid NY (or other state) driver’s license in good standing. 

Rate of pay: $25.76/hour

EOE, including disability/vets