On Call Guest Services Ambassador (Bell/Door/Valet) - The Langham, New York

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
The Langham, New York offers modern luxury on Fifth Avenue and is recognized for its genuine, personalized service in line with the culture and values of Langham Hospitality Group. The hotel boasts spacious guest rooms with views of the Empire State Building, The Gallery event space and fine dining at Ai Fiori.

PRIMARY OBJECTIVE OF POSITION:

This position helps create a guest’s first and last impression of The Langham, New York and is therefore critical to creating the right ‘image’ of our hotel and our company. Welcomes guests to the hotel and transports their luggage to and from guestrooms.  Escort guests to rooms and informs guests of all hotel services and features. Responsible for attending to immediate needs of each guest upon arrival and follow through attention throughout stay. Thorough knowledge of all hotel services and amenities pointing out all areas of interest in the Hotel and Guest Room. The colleagues in this post must know, understand, and perform in accordance with the Langham Brand standards and the Forbes service standards. There is only one first and one last impression.

RESPONSIBILITIES AND JOB DUTIES:

Bell/Door/Valet Attendant

• Present a warm, hospitable attitude to all guests.
• Respond immediately to guest inquiries regarding hotel features, services and assistance. Provide clear and understandable directions to hotel facilities and nearby attractions.
• Move from door post to and from other areas throughout the hotel in response to guest needs.
• Assist with acquiring taxi cabs for guest and confirm destination with driver and advise travel time to guest.
• Read luggage tags and provide claim tickets to ensure appropriate delivery. Grasp, lift and/or carry or otherwise move packages, luggage or boxes from cars, buses and vans, placing packages and luggage onto baggage carts or in secure areas.
• Provide valet assistance to guests which requires driving guest cars to and from the parking garage appointed by the hotel.
• Provide guestroom and hotel tours.
• Maintain an alert and attentive demeanor at all times in addition to remaining calm during periods of heavy business volumes.
• Advise housekeeping as necessary and assist personally to maintain a clean, orderly appearance of the main hotel entrance.
• Clearly communicate guest parking procedures and applicable costs to arriving guests.
• Other duties as assigned by the supervisor which would include the operation of the hotel house car whenever needed.
• Familiar with the area of 10 blocks surrounding the hotel to better assist guest with any inquiries.
• Abide by all hotel policies, guidelines, and standards, most of which are outlined in the hotel’s Colleague Handbook.

Guest Relations/Front Desk

• Assist with other Guest Service Ambassador duties as needed, including check in and out, guest inquiries, reservations assistance, and any other tasks as needed to ensure an outstanding guest experience.
• Good working knowledge of 1865 program, FFP and all other relevant programs. Excellent understanding of the 1865 membership program and actively promote
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Promote Langham marketing programs. 
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.

General

• Handle guest feedback in a tactful manner and offer resolutions in order to resolve guest dissatisfaction.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. 
• Assist other departments as needed.