Club Front Desk Ambassador

Description

A Club Front Desk Ambassador is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Responsibilities:

Provide excellent membership service & sales support

• Answer main phone line in accordance with service standards and use of our communication system to relay information to the correct department.
• Assist the Membership Sales Department by providing membership informational packets and reference information for walk-in prospective members and collecting accurate prospect contact information as directed by membership department policies.
• Promote club events and services to all members and guests as relevant to the nature of their visit.
• Take and input Club reservations, such as social events, exercise and spa services, or athletic activities.
• Assist members in using the online member portal, and/or phone app and direct them to the correct forms and information.
• Update member information including phone number and email address changes as needed and upon request.
• Offer basic concierge-style recommendations to members and guests including valet services, transportation, entertainment, attractions, restaurants, etc.; promote in-house offerings whenever possible.
• Administer all other member services as assigned (i.e., seasonal promotional tasks, special events handling, etc.).
• Perform other job-related duties as assigned.

Monitor lobby effectively; ensuring only authorized Club members and guests enter the building

• Check members in; ensure members are up to date on their membership and refer anyone who is not current and approved to a Membership Representative and politely do not allow them to enter the club.
• Keep track of guest lists and communicate with all lobby stations to keep names up to date at all stations.
• Ensure all authorized club guests who will be using athletic facilities properly fill out and sign guest waivers.
• Accurately direct all members and guests throughout the building and outline the areas they are authorized to access.

Accurately book hotel reservations in computer system

• Answer reservation requests with friendliness and positive energy within 3 rings (phone calls) and 8 hours (emails), respectively.
• Use authorized sales techniques to encourage guests to make reservations directly with us; quote accurate availability and rates.
• Collect all relevant information to offer the best possible experience for guests when they arrive; including personal preferences and details to customize service as much as possible (i.e., birthday, anniversary, purpose of visit to DTLA, etc.).
• Provide cancellation policy, offer driving instructions, and answer any questions.
• Provided elevated customer service by appreciating the guest for choosing LAAC and encourage them to call with any questions prior to their arrival.
• Enter reservations from third parties using correct billing and coding.

Provide effective hotel guest services

• Use a warm and welcoming demeanor to identify guests’ needs and respond to them with a sense of urgency.
• Follow-up with team members and guests on all requests to ensure request has been fulfilled.
• Verify reservation details are correct at check-in; guest name, room type, rates, required deposit, etc.
• Assign rooms according to reservations, requests, and availability to best suit the guests and our inventory.
• Prioritize guests at the desk and incoming phone calls effectively to offer the best service to everyone.
• Explain and promote the Olive Club membership, assign, and program guest membership card as well as parking, and offer any concierge information they might need.
• Verify billing and charge information at check out; ensure all items are accurately posted and ensure payment is valid and the correct amount authorized for all credit cards.
• Assist guests in finding what they need by providing accurate answers to questions regarding parking, local shopping, restaurants, attractions, etc. Promote in-house offerings whenever possible.
• Communicate guest needs and requests to pertinent departments.
• Maintains accurate bank; make correct change using assigned bank and maintains bank and receipts at correct balance.
• Collect accurate member payments, track Club keys, and send letters of introduction.
• Maintain updated notes and information for managers and other shifts using the approved communication methods.
• Communicate with housekeeping to ensure guests are only checked into rooms which are vacant and cleaned.
• Understand and properly use software to process front desk transactions efficiently and accurately.
• Respond to guests’ requests and complaints in a timely and appropriate manner making sure to follow up on guest satisfaction including, running amenities to hotel guests, assistance with luggage handling and storage, delivering packages to rooms, securing and managing return of lost and found items, key-card replacements, and troubleshooting TVs, locks, etc.
• Immediately notify Front Desk Manager of any incidents or complaints that require their attention.

Exemplify our mercury rising values at work and during all offsite work-related events:

• Teamwork; Work collectively to realize goals that are greater than what you can achieve individually.
• Friendliness; create an authentic, welcoming environment for all patrons; be friendly, greet members with a smile, give a sincere farewell, and use member’s name whenever possible.
• Health; promote health by demonstrating a long-term and all-encompassing approach to health, which integrates soundness of mind, body, and spirit.
• Heritage; embrace the values and traditions inherited from the club founders.
• Strive for Wonderment; create an ambiance of wonder for our members and guests by creating marvel and unexpected joy in every club experience.

Consistently adhere to the Los Angeles Athletic Club core service standards:

• Exemplify high-quality hospitality by making every member, guest, and business partner feel welcomed, valued, respected, and listened to; greet at every encounter, offer assistance to anyone who appears in need, escort individuals to correct destination.
• Take responsibility for maintaining an uncompromisingly clean Club; maintain your work area neat and clean, clean after yourself in employee and member areas, be proactive in maintaining member areas neat and clean by performing minor clean up as needed (i.e., cleaning minor food and liquid spills, storing forgotten exercise equipment, wiping equipment, etcetera); and promptly report needed repairs, potential safety issues, significant cleaning jobs to housekeeping, cleaning, and/or engineering department.
• Follow through with resolutions to problems from beginning to end; break away from your regular duties if needed to follow through on resolutions.
• Be knowledgeable of Club information; maintain sufficient and updated information to be able to easily answer questions from members and guest thoroughly from beginning to end.
• Practice personal hygiene: wear clean and pressed clothing, and proper uniform.
• Use proper and welcoming telephone etiquette; do not screen calls, answer calls by the 3^rd ring, smile while you speak.
• Reply to emails the same day you receive them.
• Anticipate and comply with member needs and record their preferences.
• Be an ambassador of the Los Angeles Athletic Club in and outside the workplace; always represent yourself and the club professionally and with respect.

Ensure A Safe Work Environment:

• Comply with the Company Health and Safety (H&S) processes while working on projects, initiatives and other work-related duties; perform job duties in a way that will not cause danger to self or others, or violate local, state, federal, environmental regulations.
• Promptly correct or report any hazard, potential hazard, or unsafe work condition to the Safety Manager, Director of Facilities, and/or People and Culture; wear protective equipment when required; ensure work location is kept safe, clean, and organized.

Initiate Professional Growth:

• Consistently evaluate work for efficiency, quality, alignment with the Company’s service standards, and compliance with Company policies and procedures.
• Seek out opportunities to enhance personal skills set relevant to job tasks.
• Maintain current product knowledge, best practices, and skills needed to meet the demands of your position.

Education, licenses, & certifications:

• Ideal: Minimum of two (2) year of experience in same or similar positions in the Hotel or front-of-house hospitality industry
• Required: High School Diploma or GED Equivalent
• Ideal: Bachelor’s College Degree in related field

Essential qualifications:

• Required: At least twenty-one (21) years of age.
• Required: Reliable and punctual attendance.
• Required: Excellent time-management skills; prioritizing and completing assigned job tasks effectively.
• Ideal: Bi-lingual oral, speech, and writing skills in English and other language is an asset in this position
• Required: Excellent interpersonal and customer service skills
• Required: Computer Experience: proficient Microsoft Office programs, Outlook, and ability to learn a variety of other software
• Required: Excellent verbal and written communication skills; ability to convey messages clearly and compose correspondence with correct and proper grammar.
• Required: Strong presentation skills; convey messages clearly and confidently; persuade and effect change positively.
• Required: Capable of working effectively independently with minimal supervision
• Ideal: Strong analytical skills.
• Required: High attention to detail and accuracy
• Required: Strong organizational skills
• Required: Ability to prioritize effectively and efficiently meet deadlines and produce work in a timely manner.
• Required: Ability to elicit and accept constructive feedback.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)