Job Summary:
The Lobby Hostess is responsible for overseeing the Front Office Team, including Guest Service Agents, Operators, and Bell Attendants, ensuring guests receive exceptional service from check-in to check-out. This role involves managing guest inquiries, resolving issues, and maintaining high standards of customer care, all while supporting overall hotel operations.

Responsibilities:

• Supervise and allocate tasks to Guest Service Agents, Operators, and Bell Attendants to ensure efficient daily operations.
• Manage front desk activities, including room allocation, rate decisions, and answering guest inquiries.
• Conduct thorough investigations into guest complaints and resolve issues to ensure guest satisfaction.
• Prepare and conduct pre-shift meetings to brief the team on guest service updates and hotel activities.
• Oversee group check-ins and check-outs, ensuring a seamless experience for all guests.
• Respond promptly to guest requests for a supervisor, offering solutions and assistance as needed.
• Ensure accurate handovers between shifts, detailing guest needs, special tasks, and key events.
• Provide knowledge of hotel amenities, local attractions, and upcoming events to enhance the guest experience.
• Monitor the reception area to ensure guests are greeted promptly and assisted efficiently during check-in and check-out.
• Handle payment transactions, ensuring accuracy with cash, credit cards, and check payments.
• Maintain up-to-date knowledge of fire, safety, and evacuation procedures, and train team members on emergency protocols.
• Ensure compliance with hotel standards and implement additional training for staff to maintain service excellence.

Requirements:

• Strong communication skills, with the ability to manage both guest and internal team interactions effectively.
• Conflict resolution skills, with the ability to handle challenging situations with patience and diplomacy.
• Basic math skills for processing payments and managing booking systems.
• Ability to comprehend and execute instructions in English; additional language skills are advantageous.
• Excellent organizational skills to manage shift schedules, guest requests, and daily operations.
• Knowledge of hotel operations and safety protocols, with the ability to train team members as needed.

Level of Education:

• High school diploma or equivalent; a degree in hospitality or customer service management is preferred.

Work Hours:

• Full-time, with rotating shifts that include nights, weekends, and holidays.

Experience in Months:

• Minimum of 24 months (2 years) in a front office or guest services role, with at least 1 year of supervisory experience.