Full job description

As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend!

OVERVIEW:

The Full-Time Guest Relations Ambassador is responsible for ensuring the delivery of total guest satisfaction through guest experience, established key performance indicators and other established criteria. You will ensure a superior level of service which ensures repeat visits through efficient information services, friendly and informative rooming of guests, and consistent delivery of special requests. You will act as a liaison between the guests and hotel departments, ensuring that any issues are resolved promptly and to the guest satisfaction.

RESPONSIBILITIES:

• Answer phone calls, emails, and other messages
• To develop and maintain a thorough knowledge of all service facilities within the property and to promote and secure sales at every available opportunity.
• To assist the designated Emergency Response Person by always being fully conversant and compliant with emergency response standards & security procedures and to report on all incidents, accidents, near misses and safety hazards.
• To effectively respond to all reasonable additional assignments determined by the Guest Services Manager or any member of the hotel management team.
• Record incoming and outgoing deliveries
• Listen to guests’ concerns and present reports to hotel management
• Provide luggage or check-in assistance when needed
• Greet guests at the entrance and assist in verifying appointments or reservations
• Recommend local restaurants or attractions depending on guests’ interests
• Running errands to assist guests
• Arranging transportation and excursions upon visitor request
• Provide information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation
• Arranging tours and activities
• Making dinner/event reservations for guests
• Obtaining tickets for events
• Arranging special services
• Conduct pre arrival calls and communicate with guests prior to their stay to ensure they have flawless experience
• Assist sales department with room deliveries if needed
• Review arrival reports and arrange amenities for special occasion guests, VIP guests
• Providing or arranging for general business services for guests
• Managing customer/guest requests for housekeeping and/or maintenance
• Develop network of contacts, service providers and businesses within their communities to serve guests.

QUALIFICATIONS:

• High school diploma or equivalent
• Hotel Experience in Guest Services positions or Reservations, Sales, Accounting for 2 years
• Must be able to commit to working weekends, evenings and holidays.
• Superior communication skills, both verbal and written.
• A calm and capable demeanor.
• Proven sound judgment and proactive and creative problem-solving skills.
• A strong aptitude for attention to detail.
• The ability to manage a large workload and multi-task in a high-pressure environment.
• Exemplary customer service skills.
• Strong organizational and time management skills.
• A professionally groomed appearance.
• A positive and pro-active attitude, ability to work independently as well as part of a team.
• Ability to train, develop and motivate new team members.
• Previous Supervisory/Management experience an asset.
• Working knowledge of Opera Cloud, Online travel agent portals, Word and Excel is an asset.

Lord Nelson Hotel & Suites recognizes our employees as essential to our success and value diverse skills. From frontline staff to management, we offer excellent opportunities for career growth, as well as employer-provided medical benefits and other incentives. We are looking for new talent to join our dynamic team that is setting the standard of excellence in the hospitality industry.