Lobby Hostess

Job Description

MAIN DUTIES:

Administration

• To be an ambassador of the hotel, in and outside the work place.
• To do a proper filing and handover between the shifts.
• To be aware of all VIPs visiting or staying in the hotel.
• To properly use all the equipment and PMS.
• To strictly respect the key handling procedures.
• To daily follow the checklists.
• To respect schedules, terms and deadlines as agreed with the Management.
• To daily read the logbook and to sign it. To update the activity reports.
• To be updated with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
• To attend a daily line up briefing with the front office team to recapitulate tasks and activity.
• To share daily activity highlights with the supervisor, including internal and external guest opportunities.
• To promote the Accor loyalty programs.
• To maintain an atmosphere of high morale and a happy working relationship among the team.

Financial and Revenue Responsibilities

• To sell and up-sell the Lobby Expresso menu.
• To present the outlets and describe the hotel services to the guest and to promote the internal activities and events.

Training and Human Resources

• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
• To personally welcome guests and escort them to the elevator, outlets or other public areas as requested.
• To offer welcome drinks and towels to check-in guests or site inspections.
• To set-up and maintain the Arabic coffee service in the lobby.
• To prepare and serve food and beverages as per hotel standards.
• To ensure uncompromising levels of cleanliness and maintenance of the lobby through own responsibility.

• To use appropriate materials, equipments and supplies for the smooth run of the Lobby Lounge operations, respecting the approved set-ups, menus and procedures.
• To monitor operating supplies and reduce spoilage and wastage.
• To use the proper telephone etiquette as per Sofitel standards.
• To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints

Miscellaneous

• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To respond to any changes in the department as dictated by the needs of the hotel.

All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions