Guest Experience Ambassador

4 months ago

Salford, United Kingdom The Lowry Hotel Full time

The 5* Lowry Hotel - Manchester's Iconic Hotel is recruiting for the exciting role of **Guest Experience Ambassador**.

**Key Result Areas**:

- Drive for excellence in guest experiences, ensuring communication is exemplary pre, post and during the guest stay.
- Monitor guest feedback, recognise excellence and strive to resolve challenges through training and feedback.
- Key responsibilities and core focus of the Duty Manager Role.
- Achieve upselling and ensure all opportunities to maximise revenue are explored.
- To ensure the guest journey through the hotel is 5* and seamless from start to finish.

**Specific Duties**
- To ensure strong communication is used throughout the hotel ensuring that there is always a strong lobby presence throughout service.
- Welcome and direct guests in an appropriate manner on their arrival at the hotel, guide them to the appropriate area of the hotel.
- To be fully conversant with the Reservation, registration and cashiering functions of the Front of House computer System.
- Consistently work within the FOH SOP manual, this includes the provision of guest service experiences and accurate guest information data handling and collation (in accordance with GDPR).
- Complete all guest enquiries and support with printing boarding passes, tickets, and other travel arrangements. Support guests with admin services where reasonable requests are made.
- Be aware of all VIP arrivals and departures and ensure all requests are completed in a timely manner.
- Be the first point of action for guest complaints and ensure follow-up is carried out where required.
- Review future weekly arrivals highlighting all VIP’s and create WOW moments for them.
- Meet and greet VIP guests on arrival and show them to their rooms and deliver detailed rooming experiences.
- Be a key influencer in our brand pillars ensuring that they are delivered through our service.
- Ensure details handovers take place on every shift to ensure consistent update of information.
- To be a Duty Manager and complete full duty manager training.
- Check arrival and departure reports for better handling and anticipation of our guests needs.
- To ensure guest profiles are up to date with personal preferences for the guests - ensure you update these preferences into Opera.
- Keep up to date with local information for a coherent level of service & to ensure a high personal knowledge is maintained of events, locations and recommended venues for guest ‘s entertainment.
- To attend the Weekly Operation's meeting and the Head of Department Meeting in the G.E.M.s absence.
- To attend the BEO and GEO meetings so you are familiar with the business of the hotel (current and future).
- Create individual and unique guest experience journeys utilizing the hotel facilities, local attractions and information
- Act as the primary point of contact for guest enquiries, requests, and complaints. Ensure prompt and effective resolution of issues.
- Maintain clear and open communication with other hotel departments to ensure smooth guest experiences.
- Prepare and submit regular reports on guest relations activities, guest feedback and performance metrics to Guest Experience Manager.
- Develop guest recognition and loyalty programs to enhance the gust experience.
- Promote and implement sustainable practices and initiatives within the department.
- Engage with guests to create memorable experiences and foster a positive hotel reputation.
- Hotel procedures and policies are always strictly followed.
- Ensure that all VIP guests and Lowry 100 guests are recognized by the hotel team.
- Co-ordinate group arrivals with FOH team, reservations, and housekeeping team (along with any other relevant departments) to ensure group requests are satisfied.

**Benefits include**:

- Uniform and Meals on duty provided
- Unique team member discount rate and 50% of all food and drink. Friends and family discount also available.
- Access to discounted rates with Millennium and Copthorne Hotels
- Access to online training facilities with Flow
- Death in service benefit for contracted employees

The Lowry Hotel is an equal opportunities employer

INDFOH

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