Guest Experience Ambassador

Company: Ocean Hotels Barbados
JOB SUMMARY
The Guest Experience Ambassador is responsible for ensuring the smooth running and development of the department with a strong emphasis on extraordinary service. The Guest Experience Ambassador will greet the guests and will anticipate the guests needs together with solving their problems. Providing directions and sharing information about local points of interest, being the guest main point of contact during their stay. They will be a source of information for all pre-arrival and inhouse guests’ requests entitled to an experience ambassador, including but not limited to fulfilling any special requests.
SCOPE
Under the direction of the Front Of House Manager, the Guest Experience Ambassador is responsible for ensuring the service delivery is always according to the AAA 5 Diamond standards and the LQA standards. Any related tasks would be executed as needed and with a flexible, creative, guest-oriented mindset at all times.
RESPONSIBILITIES
Service Efficiency
Meet guests when they arrive and get them settled in their rooms.
Engage and customize check-in procedures, suite set-up, suite orientation, offer welcome drink, itinerary and dining recommendations and bookings.
Anticipate guests’ needs by learning their preferences, allergies, dislikes, etc. prepare before arrival and consistently serve during their stay.
Have a thorough understanding of all spirits and specialty food offerings.
Assess and restock wine and spirit collections as necessary.
Serve meals and pour drinks for guests if requested in their rooms.
Communicate and coordinate with housekeeping to ensure rooms are cleaned at the most convenient time for guests.
Run errands for guests when necessary.
Anticipate when guests want anything on the beach/pool deck and serve.
Recommend and arrange amenities for guests.
See guests off when they check out.
Keep up to date on all hotel policies on safety and hygiene.
Perform all duties with discretion, professionalism and a pleasant demeanor.
Orchestrate the celebrations of guests’ special occasions, resolve resident feedback, serve daily amenities and help for departure arrangements and provide a fond farewell.
Tasks include unpacking, packing, laundry, shoe-shine and in-room dining service, promptly answers any resident calls and emails and communicates with respective departments.
Ensure service standards and individual performance are aligned with Ocean Hotels Values, AAA 5 Diamond standards and LQA Benchmark standards.
Cooperates closely with the In Room Dining team and Housekeeping to ensure a seamless In Room Dining and cleaning experience.
Ensures Guests receive the experience as detailed O2 Standard Operation Procedure (SOP) as well as AAA 5-Diamond standards and LQA Benchmark standards and aims to achieve the scores and goals set by management. Aim for 5-star Forbes standards.
Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.
Encourage guests to enjoy activities, book car hire and other products or services offered and make these arrangements for guests to enhance their holiday experience.
Attends guests' complaints, inquiries and requests and refers challenges to the Front Of House Manager where necessary.
Follow up and follow through on any guest inquiries and complaints in a timely manner.
Assist with the Turn down service and serve the good evening amenities.
Carries out any other duties assigned by the Front Of House Manage or General Manager.
Greets all guests in a helpful welcoming manner, using their name at every opportunity.
Does all possible to ensure the guests depart the hotel with a positive impression of the service and staff of Ocean Hotels Barbados.
Engage in increased service levels.
To answer the PBX to the AAA 5 Diamond standards and LQA Benchmark standards.
Greeting all guests in a helpful, welcoming manner, using their name at every opportunity.
Ensure Guests receive the experience as detailed O2 Standard Operation Procedure (SOP) as well as AAA 5-Diamond standards & Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management (aim for 5-star Forbes standards).
Does all possible to ensure the guests depart the hotel with a positive impression of the service and staff of Ocean Hotels Barbados.
Working closely with the Reservations Department to ensure all reservations are including as much information as possible for the Champion to prepare for guests’ arrival
To ensure that the float is managed and balanced at the end of each shift.
Exchange foreign currency for guests from the float in accordance with the standard operating procedure.
To complete a thorough handover of your shift.
Complete wakeup calls as per the standard operating procedure.
To ensure all Departments have access to the following information: arrivals/departures, no shows, special requests, and celebrations, for all active guests either by means of a verbal briefing or emails.
Ensure all departmental sales are charged to respective guests’ accounts promptly and filed in accordance with company policy and procedures.
(Where applicable) To post all food & beverage bills accurately to the correct guest folio in the PMS and file them correctly to avoid errors and avoid guest dissatisfaction.
(Where applicable) Encourage and recommend to future and in-house guests, activities, car hire and other products or services offered on island and make these arrangements for guests to enhance their holiday experience, taking the initiative to personalize these experiences and create a “Wow” effect.
To review all departure folios and confirm any late departures with the relevant departments.
To ensure that all accounts for departing guests are settled by the stipulated checkout time and departing guests are called when necessary to offer luggage assistance to sensitize guests of checkout time.
(Where applicable) Manage the guests accounts that have checked out with unresolved balances with direction from the manager.
To appropriately cut all keys for the day’s arrivals paying close attention to information reflected in each guest reservation and on the type of guest, ensuring the key(s) is placed with the registration card.
To liaise with Guest Services Shift Leader or supervisor on ready rooms for the incoming arrivals, constantly updating said person of any early arrival guests.
To ensure items for booking extras and special occasions are prepared and sent to guests’ rooms prior to arrival (e.g. sweet treats, baskets, wines, vouchers).
Encourage guests to enjoy activities, book car hire and other products or services offered and make these arrangements for guests to enhance their holiday experience.
To ensure that a credit card aut

Employment type
Full-Time - Weekly Paid (Ocean Hotels)

Work arrangement
No