Lead Navigator

What's in it for you…

• Hotel discount at locations worldwide!

• Paid time off and holiday pay incentives!

• Professional development and promotion opportunities!

• Medical, Dental, Vision, and supplemental insurance available!

• 401(k) available for all associates!

• Benefits on Day 1 of employment

About this job…

• Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for Renaissance guests, and share this knowledge with other ambassadors.

• Research the local area to stay up to date on unique attributes, happenings and offerings so that you are prepared to provide specific recommendations for guests.

• Build and use personal and professional resources to offer unique recommendations.

• Communicate recommendations in a way that builds excitement and interest among guests and ambassadors.

• Build/contribute to the database of attractions and recommendations to build expertise across the property and the Navigator program in general.

What you’ll be doing…

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Anticipate guests' needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Use cues to surprise and delight guests, customizing experiences and offering them information based on what you learn about them.

• Address guests' service needs in a professional, positive, and timely manner.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Assist other ambassadors to ensure proper coverage and prompt guest service.

• Load and unload luggage carts.

• Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, pool, and exercise room, etc.). Inspect guest’s room to ensure it is in order and that supplies are adequate.

• Explain features of the room including operation of radio, television, telephone, in-room movie system, etc.

• Check/store luggage for arrivals and departures with luggage tags.

• Deliver messages to meeting rooms.

• Deliver flowers, laundry and packages to guestrooms.

• Assist with room changes.

Guest Services

• Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Communication

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Helps to increase exposure through social media platforms. Work alongside a specialized team to reach brand's goals. From creating monthly editorial calendars, to using marketing strategies to deliver the brand's message in creative ways, this position is the link between the business and our social media followers.

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Develop and maintain positive and productive working relationships with other ambassadors and departments.

• Handle sensitive issues with ambassadors and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• Inputting, editing, and maintaining their local area knowledge in the Wcities database

• Printing guest-facing Local Navigator Guides

• Educating and updating their co-ambassadors on their micro-local in the information on the Local Navigator Guides

• At least twice a year, support the R Navigator R Ways content by visiting departments to review material and answer questions

• Ensure Renaissance Routes Letters are used when providing guests with directions and/or maps

• A Navigator Tablet must be available to guests and be presented at or around the reception desk for guests to browse discoveries.  The Navigator must use the tablet to provoke discovery of the local neighborhood. Remote printing functionality must be set up to allow guests to print custom Navigator Discoveries

• Ensure all ambassadors know and promote the R Navigator user experience

Success factors…

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Ability to listen effectively and to speak English clearly.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to stand, walk and continuously perform behind the front desk.

• Hearing and visual ability to observe and detect signs of emergency situations.

• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

• Ability to analyze and make judgments.

About First Hospitality…

• Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company.  First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

• First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve.  FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.  Equal Opportunity Employer.