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Summary
Guest Experience Ambassador
Salary Competitive salary
Schedule Full Time
Experience Minimum 2 years of experience
Location 50 Dearmans Pl, Salford M3 5LH, UK

Guest Experience Ambassador


Description

The 5* Lowry Hotel - Manchester's Iconic Hotel is recruiting for the exciting role of Guest Experience Ambassador

The ideal candidate will have excellent knowledge of Manchester City Centre and a proactive and conscientious outlook, with a ‘nothing is too much trouble’ attitude, where five-star service is paramount. You will be responsible for creating memorable experiences for our guests and will ensure that all interactions with guests are handled professionally and efficiently, maintaining the high standards of our five-star hotel. 


Key Result Areas:

 

  1. Drive for excellence in guest experiences, ensuring communication is exemplary pre, post and during the guest stay.
  2. Monitor guest feedback, recognise excellence and strive to resolve challenges through training and feedback.
  3. Key responsibilities and core focus of the Duty Manager Role.
  4. Achieve upselling and ensure all opportunities to maximise revenue are explored.
  5. To ensure the guest journey through the hotel is 5* and seamless from start to finish.

 

Specific Duties

  • To ensure strong communication is used throughout the hotel ensuring that there is always a strong lobby presence throughout service. 
  • Welcome and direct guests in an appropriate manner on their arrival at the hotel, guide them to the appropriate area of the hotel.
  • To be fully conversant with the Reservation, registration and cashiering functions of the Front of House computer System.
  • Consistently work within the FOH SOP manual, this includes the provision of guest service experiences and accurate guest information data handling and collation (in accordance with GDPR).
  • Complete all guest enquiries and support with printing boarding passes, tickets, and other travel arrangements. Support guests with admin services where reasonable requests are made.
  • Be aware of all VIP arrivals and departures and ensure all requests are completed in a timely manner.
  • Be the first point of action for guest complaints and ensure follow-up is carried out where required.

  • Review future weekly arrivals highlighting all VIP’s and create WOW moments for them.
  • Meet and greet VIP guests on arrival and show them to their rooms and deliver detailed rooming experiences.
  •  Be a key influencer in our brand pillars ensuring that they are delivered through our service.
  • Ensure details handovers take place on every shift to ensure consistent update of information.
  • To be a Duty Manager and complete full duty manager training.
  • Check arrival and departure reports for better handling and anticipation of our guests needs.
  • To ensure guest profiles are up to date with personal preferences for the guests – ensure you update these preferences into Opera.

  • Keep up to date with local information for a coherent level of service & to ensure a high personal knowledge is maintained of events, locations and recommended venues for guest ‘s entertainment.
  • To attend the Weekly Operation's meeting and the Head of Department Meeting in the G.E.M.s absence.
  • To attend the BEO and GEO meetings so you are familiar with the business of the hotel (current and future).
  • Handles all guest’s inquiries whether in person, on the phone, or by email in a polite courteous and informative manner.
  • Create individual and unique guest experience journeys utilizing the hotel facilities, local attractions and information
  • Act as the primary point of contact for guest enquiries, requests, and complaints. Ensure prompt and effective resolution of issues.
  • Maintain clear and open communication with other hotel departments to ensure smooth guest experiences.
  • Prepare and submit regular reports on guest relations activities, guest feedback and performance metrics to Guest Experience Manager.
  • Develop guest recognition and loyalty programs to enhance the gust experience.
  • Promote and implement sustainable practices and initiatives within the department.
  • Engage with guests to create memorable experiences and foster a positive hotel reputation.
  • Hotel procedures and policies are always strictly followed.
  • Ensure that all VIP guests and Lowry 100 guests are recognized by the hotel team.  
  • Co-ordinate group arrivals with FOH team, reservations, and housekeeping team (along with any other relevant departments) to ensure group requests are satisfied.


Benefits include:


- Uniform and Meals on duty provided
- Unique team member discount rate  and 50% of all food and drink. Friends and family discount also available.
- Access to discounted rates with Millennium and Copthorne Hotels
- Access to online training facilities with Flow
- Death in service benefit for contracted employees

The Lowry Hotel is an equal opportunities employer

The 5* Lowry Hotel - Manchester's Iconic Hotel is recruiting for the exciting role of Guest Experience Ambassador

The ideal candidate will have excellent knowledge of Manchester City Centre and a proactive and conscientious outlook, with a ‘nothing is too much trouble’ attitude, where five-star service is paramount. You will be responsible for creating memorable experiences for our guests and will ensure that all interactions with guests are handled professionally and efficiently, maintaining the high standards of our five-star hotel. 


Key Result Areas:

 

  1. Drive for excellence in guest experiences, ensuring communication is exemplary pre, post and during the guest stay.
  2. Monitor guest feedback, recognise excellence and strive to resolve challenges through training and feedback.
  3. Key responsibilities and core focus of the Duty Manager Role.
  4. Achieve upselling and ensure all opportunities to maximise revenue are explored.
  5. To ensure the guest journey through the hotel is 5* and seamless from start to finish.

 

Specific Duties

  • To ensure strong communication is used throughout the hotel ensuring that there is always a strong lobby presence throughout service. 
  • Welcome and direct guests in an appropriate manner on their arrival at the hotel, guide them to the appropriate area of the hotel.
  • To be fully conversant with the Reservation, registration and cashiering functions of the Front of House computer System.
  • Consistently work within the FOH SOP manual, this includes the provision of guest service experiences and accurate guest information data handling and collation (in accordance with GDPR).
  • Complete all guest enquiries and support with printing boarding passes, tickets, and other travel arrangements. Support guests with admin services where reasonable requests are made.
  • Be aware of all VIP arrivals and departures and ensure all requests are completed in a timely manner.
  • Be the first point of action for guest complaints and ensure follow-up is carried out where required.

  • Review future weekly arrivals highlighting all VIP’s and create WOW moments for them.
  • Meet and greet VIP guests on arrival and show them to their rooms and deliver detailed rooming experiences.
  •  Be a key influencer in our brand pillars ensuring that they are delivered through our service.
  • Ensure details handovers take place on every shift to ensure consistent update of information.
  • To be a Duty Manager and complete full duty manager training.
  • Check arrival and departure reports for better handling and anticipation of our guests needs.
  • To ensure guest profiles are up to date with personal preferences for the guests – ensure you update these preferences into Opera.

  • Keep up to date with local information for a coherent level of service & to ensure a high personal knowledge is maintained of events, locations and recommended venues for guest ‘s entertainment.
  • To attend the Weekly Operation's meeting and the Head of Department Meeting in the G.E.M.s absence.
  • To attend the BEO and GEO meetings so you are familiar with the business of the hotel (current and future).
  • Handles all guest’s inquiries whether in person, on the phone, or by email in a polite courteous and informative manner.
  • Create individual and unique guest experience journeys utilizing the hotel facilities, local attractions and information
  • Act as the primary point of contact for guest enquiries, requests, and complaints. Ensure prompt and effective resolution of issues.
  • Maintain clear and open communication with other hotel departments to ensure smooth guest experiences.
  • Prepare and submit regular reports on guest relations activities, guest feedback and performance metrics to Guest Experience Manager.
  • Develop guest recognition and loyalty programs to enhance the gust experience.
  • Promote and implement sustainable practices and initiatives within the department.
  • Engage with guests to create memorable experiences and foster a positive hotel reputation.
  • Hotel procedures and policies are always strictly followed.
  • Ensure that all VIP guests and Lowry 100 guests are recognized by the hotel team.  
  • Co-ordinate group arrivals with FOH team, reservations, and housekeeping team (along with any other relevant departments) to ensure group requests are satisfied.


Benefits include:


- Uniform and Meals on duty provided
- Unique team member discount rate  and 50% of all food and drink. Friends and family discount also available.
- Access to discounted rates with Millennium and Copthorne Hotels
- Access to online training facilities with Flow
- Death in service benefit for contracted employees

The Lowry Hotel is an equal opportunities employer


Details
Salary Competitive salary
Schedule Full Time
Experience Minimum 2 years of experience
Location 50 Dearmans Pl, Salford M3 5LH, UK

Skills
Fast-Paced Experience
By applying you confirm you have these skills.

expired job post

50 Dearmans Pl, Salford M3 5LH, UK