As a Hospitality Ambassador, you will serve as the key contact for VIP and long-stay guests, ensuring their needs are met and exceeding their expectations. Your role will involve managing front desk operations, providing exceptional guest service, and leading a team of hospitality professionals.
Key Responsibilities:
* Manage Front Desk operations to ensure seamless shift transitions and exceptional guest service
* Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements
* Lead and mentor the team, including rostering, training, and performance reviews
* Handle guest feedback, complaints, and special requests with professionalism and initiative
* Liaise with departments such as Housekeeping, Engineering, and Food & Beverage to maintain good communication and work relationships in all hotel areas
* Ensure compliance with Workplace Health & Safety, licensing, and RSA obligations
* Serve as a point of contact for long-stay guests of 14 days or longer, ensuring they feel comfortable and can ask advice or information from Guest Relations
About You:
* Previous experience in a customer service function or a similar role
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Flexibility to respond to a variety of different work situations