On Call Guest Reception Ambassador (Front Office) - 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.
  LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.   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.

The Guest Reception Ambassadors’ primary responsibility is to provide an exceptional level of service to guests from taking reservations, answering inquiries, welcoming guests, creating a memorable stay, and ensuring a fond farewell upon checkout. Be fully versed on both the Langham Brand standards and Forbes service standards.

RESPONSIBILITIES AND JOB DUTIES: 

• Provide reservations services including but not limited to:
• Respond to all inquiries in a professional manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Langham’s high standards of quality. 
• Maximize revenue using effective upselling methods. Answer the telephone and greet prospective guests in a friendly manner using clear, verbal communication. 
• Provide accurate information regarding hotel facilities and services, airline partnerships, local attractions, events, directions, and marketing programs. Assign reservations based on guest preferences and availability. 
• Utilize and leverage full potential of the hotel computer system.
• Be fully-versed on hotel’s deposit and guarantee policies. 
• Enters all Sales bookings and group contracts on a timely basis. 
• Contact upcoming guests to inform them of relevant information about the hotel’s services (and limitations if any); and gather relevant information to prepare for their arrival. 
• Ensure proper billing transactions are posted or noted in guest reservations. 
• Assist in generating reports related to revenue and reservations. 
• Attend operations meetings where reservations team’s presence is required.
• Performs routine filing and required report keeping for the department.
• Make all necessary preparations for the guests’ stay including but not limited to:
• Conduct daily reviews of all arriving guests, ensuring all details in PMS are accurate. Cross check details with CRM/1865 to capture guest information and preferences. 
• Responsible for the upkeep of VIP and Guest History system, along with 1865 (guest loyalty program) system, ensuring that regular maintenance of profiles is carried out
• Record and maintain knowledge of guest preferences and interests, especially our repeat guests and VIPs.   
• Update profiles with guests preference, habits, personal information, any issues or queries guests may have during their stay
• Responsible for daily room allocation of VIP guests
• Carry out full room inspections prior to the arrival of VIPs to ensure immaculate room presentation and that all necessary amenities, flower and specific requests are in place
• Liaise with Food and Beverage and Housekeeping regarding special amenities and flowers for guests celebrating special occasions, high profile guests and guests with special needs/requests
• Work closely with F&B Management team to develop creative and personalized amenity program for VIP guests
• Contact all guests in advance of their arrival. Maintain communication during their stay and after departure (as appropriate) to ensure consistent connection with the Guest Relations department
• Ensure daily VIP lists and amenity request sheets are distributed in a timely manner on a daily basis
• Assist guests and visitors in and out of Hotel Lobby. Warmly and sincerely greets arriving guests / visitors, bid f