Lobby Ambassador

Job Description

Position Overview

The Lobby Ambassador serves as the face of Fairmont Mumbai, creating memorable first and last impressions for guests while delivering personalized and intuitive service throughout their stay. Positioned within the hotel lobby and arrival experience areas, the Lobby Ambassador proactively engages with guests, anticipates their needs, provides assistance, and ensures seamless coordination between departments to enhance guest satisfaction and loyalty.

The role embodies Fairmont’s commitment to luxury hospitality by delivering warm, genuine, and personalized service while maintaining the highest standards of professionalism and guest engagement.

Key Responsibilities

Guest Experience & Service Excellence

• Welcome guests with warmth and professionalism upon arrival and departure.
• Act as a key point of contact in the lobby, assisting guests with inquiries, directions, hotel information, and local recommendations.
• Anticipate guest needs and provide personalized service to create memorable experiences.
• Escort VIPs, long-stay guests, and special occasion guests when required.
• Maintain a visible presence in the lobby and public areas to proactively engage with guests.
• Assist guests with transportation arrangements, restaurant reservations, and other requests.
• Support service recovery efforts by promptly addressing guest concerns and ensuring timely resolution.
• Promote hotel facilities, services, dining outlets, wellness offerings, and special events.

Arrival & Departure Experience

• Ensure smooth and efficient guest arrivals and departures.
• Coordinate with Front Office, Concierge, Housekeeping, and Bell Desk teams to deliver seamless guest experiences.
• Monitor lobby activities and guest flow to ensure an organized and welcoming environment.
• Assist during peak operational periods to maintain service excellence.

VIP & Luxury Guest Relations

• Recognize repeat guests, VIPs, and loyalty members and personalize interactions accordingly.
• Coordinate special amenities, celebrations, and guest preferences with relevant departments.
• Ensure VIP arrivals and departures are executed according to Fairmont luxury service standards.
• Build meaningful guest relationships that enhance satisfaction and brand loyalty.

Communication & Coordination

• Maintain effective communication with all operational departments.
• Follow up on guest requests and ensure completion within agreed timelines.
• Escalate operational concerns or guest issues to the Duty Manager or relevant department leaders when necessary.
• Ensure accurate documentation and handover of guest-related information.

Brand Standards & Quality Assurance

• Uphold Fairmont brand values and luxury service standards at all times.
• Maintain impeccable grooming, professionalism, and etiquette.
• Ensure lobby areas remain clean, organized, and presentable.
• Participate in training programs and service culture initiatives.

Health, Safety & Compliance

• Follow hotel safety, security, and emergency procedures.
• Ensure guest safety and confidentiality are maintained at all times.
• Comply with company policies, procedures, and regulatory requirements.

Qualifications

Qualifications & Experience

• Degree or Diploma in Hospitality Management, Hotel Management, or a related field.
• Minimum 1–3 years of experience in Front Office, Guest Relations, Concierge, or Guest Services within a luxury hotel environment.
• Fresher also can apply