PM VIP Concierge Lounge Attendant

Norristown, PA, USA|Onsite

Job Overview

Compensation

Hourly

Range $15.25 - $19.75

Work Schedule

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Training and Development

employee recognition programs

Meal Allowances

Job Description

This esteemed hotel is renowned for its commitment to providing exceptional hospitality and delivering memorable guest experiences. As a leading establishment in the hospitality industry, the hotel offers luxurious accommodations, top-notch amenities, and a welcoming environment that caters to both leisure and business travelers. It prides itself on exceptional customer service, fine dining options, and an ambiance that combines comfort with elegance. Guests frequently appreciate the hotel's attention to detail and dedication to exceeding expectations, making it a preferred destination in the region.

The role of Concierge Lounge Ambassador represents a vital position within this prestigious hotel. This position serves as the welcoming face of the hotel to VIP and Concierge Level guests, providing personalized interaction and a wealth of helpful information to enhance the guests' stay. The Concierge Lounge Ambassador plays a pivotal role in ensuring guest satisfaction by offering assistance related to local attractions, dining, transportation, and recreational activities. This position requires a warm and friendly demeanor, excellent communication skills, and the ability to anticipate guests' needs in order to deliver superior service.

In this role, the individual will be responsible for greeting guests immediately and establishing personal connections to create a hospitable atmosphere. They provide accurate information regarding hotel outlets, local attractions, transportation options such as car rentals and shuttle services, and meeting room schedules. Maintaining cleanliness and organization within the Concierge Lounge is paramount, ensuring that food and beverage offerings are appropriately stocked and served according to the time of day. The ambassador will also ensure that all equipment used in the lounge is functioning correctly and, when necessary, coordinate repairs.

Additionally, the Concierge Lounge Ambassador is expected to manage guest inquiries and complaints efficiently, using proactive problem-solving skills and effective negotiation to resolve issues. They operate communication equipment including telephones, facsimile machines, and photocopiers to assist guests and ensure seamless business operations within the lounge.

This position requires a person with tact and diplomacy who can handle a variety of customer interactions with patience and professionalism. The ability to listen effectively, communicate clearly in English, and maintain composure under pressure is essential. Physical requirements include the ability to stand, walk, or sit for extended periods and to observe any emergency signs promptly.

Moreover, the role demands consistent punctuality and adherence to scheduled hours, reflecting the cyclical nature of the hospitality industry which may include working nights, weekends, and holidays. Employees must present a neat and professional appearance in accordance with hotel standards and comply strictly with all health and safety regulations to maintain a secure environment for both guests and staff.

Overall, the Concierge Lounge Ambassador is not only a pivotal ambassador for the hotel brand but also a key contributor to fostering an inviting and exceptional guest experience that differentiates this hospitality establishment from its competitors.

Job Requirements

High school diploma or equivalent
previous experience in hospitality or customer service preferred
ability to stand, walk and/or sit and continuously perform essential job functions
hearing and visual ability to observe and detect signs of emergency situations
excellent verbal and written English communication skills
ability to work flexible hours including nights, weekends and holidays
maintain neat, clean and well-groomed appearance
comply with health and safety regulations
regular attendance and punctuality

Job Qualifications

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, to speak and write English clearly
experience in hospitality or customer service roles is preferred
strong communication and interpersonal skills
ability to handle multiple tasks efficiently
basic computer skills to operate equipment such as fax machine and photocopier

Job Duties

Greet customers immediately with a friendly and sincere welcome
make personal connection with each guest and respond to guest cues
use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service
maintain a very clean and organized area to ensure all guests have what they need at any time during the day and maintain a fresh clean feel for the area
ensure Concierge Lounge is kept clean and stocked with the proper food and beverage for the given time of day
follow proper food handling techniques and food safety procedures
ensure all equipment is working properly including fridge, warmers and access door
anything out of order must be reported to Supervisor and Engineering in order to guarantee a quick fix
using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel
when necessary, field guest complaints, conduct thorough research to develop the most effective solutions and negotiate results
operate facsimile machine to send, receive, and log incoming transmissions
notify guests using the message function of the computer of incoming faxes
use the photocopier to make copies of items as required