As a Lobby Ambassador, you will be responsible for setting the tone for the beginning and end of our guests' experience. In this multi-faceted, fast paced role, you will be at the center of service activity, engaging in surprisingly unscripted interactions to ensure every guests' stay is memorable for the right reasons. You will assist in managing the lobby experience by creating a welcoming environment for our guests to begin their experience at The Cosmopolitan of Las Vegas.
PRIMARY JOB DUTIES:
Duties include, but are not limited to, the following: Manage and organize the guests' experience in the hotel lobby. Maintain a working knowledge of the property, as well as special events on and near the property, in order to advise guests of the same, whenever possible. Respond to guest requests or inquiries courteously and providing timely follow up. Assist in creating memorable experiences for guest by welcoming them to the hotel and expediting the check in/out process. Monitor and track wait times in the lobby and actively advising if elongated wait times occur. Communicate with leadership to advise if staffing at the desk is hindering guest experience and wait times. Provide, exceptional, courteous, friendly service to guests and employees. Assist employees within the Front Desk area as needed. Communicate with Resort Management to optimize the lobby experience. Promote positive guest relations through prompt, courteous and efficient service. Other duties as assigned.
Required: At least six months of customer service experience in a similar environment. Strong written and verbal communication skills with the ability to effectively communicate in English. Excellent customer service skills. High School diploma or equivalent. Polished appearance and demeanor. Intermediate skills in Microsoft Excel, Word and Outlook Ability to lead and work effectively with other department employees, guests, and management. Ability to maintain confidentiality of sensitive information. Ability to respond to common inquiries from other employees or guests. At least 18 years of age.
Preferred: Previous experience in a large, luxury resort setting. Working knowledge of LMS. Working knowledge in all aspects of Hotel Rooms Department.
PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment and throughout the property in all locations. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. A casino environment typically allows smoking. Constant contact with executives, department management, applicants, employees and guests is necessary. Prolonged standing and mobility. Bending and reaching. Transporting, pushing, pulling, and maneuvering items weighing up to 5 lbs. Eye/hand coordination. Use of standard office equipment. Basic math. Ability to distinguish letters, numbers and symbols. Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.