What is the job?

We never get a second chance to make a first impression.

As a Lobby Ambassador, you will be based in the lobby of the first floor of the hotel and play a vital part in the smooth operation of the hotel by anticipating guests’ needs, providing assistance and effortlessly multi-tasking in various areas.

You will not just greet the guest but also be responsible for ensuring guests have a memorable stay by offering courtesy checks and professionally handling any requests or problems that may arise. This is an opportunity to gain a hospitality professional skill set.

Assist and collaborate with other departments to deliver True Hospitality to our valued guests by following our brand standards to meet our hotel metrics of Guest Love and Loyalty Recognition.

Your day to day

•Be the warm welcome that kicks off a memorable guest experience

•Acknowledge IHG Rewards Club members and returning guests, in person or on the phone

•Provide directions to the 20th-floor lobby for check-in, or event and function floors.

•Communicate and interact with guests in the lobby, enquire about their stay and take note of any feedback, recording their comments and requests for future stays.

•Be a trusted contact for guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary for problem handling to offer suitable service recovery.

•Assist Guest Services and handle guest luggage during arrival and departures, arrange taxis and courier services.

•Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.

•Take pride in your appearance and place as a brand ambassador.

•Always know what events and activities are on the day’s schedule.

•Jump into other ad-hoc duties when your colleagues need your help.

What we need from you

•Flexibility - night, weekend and holiday shifts are all part of the job

•You’ll have a high school diploma or qualification.

•Experience - ideally you’ll have spent at least one year in a front desk or guest service position

•Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

•People skills – you’ll have an empathetic ear and good problem-handling ability

•Technology skills – able to use a computer and devices and learn different programs to support customer service

•Language – Japanese or English, both is an advantage

ロビーアンバサダーとして、ホテルの1階のロビーでゲストを温かくお出迎えを行い、常にゲストのニーズを先読みし、方向案内や様々なサポートをします。さまざまな状況で、柔軟に対応することで、ホテルのスムーズな運営に不可欠な役割を果たします。

ゲストをただ迎えるだけでなく、親切に対応し、プロブレムハンドリングをプロフェッショナルに対応することで、ゲストが思い出に残る滞在を持つことを確実にします。これは、ホスピタリティの専門的なスキルセットを獲得する機会です。

他の部署と協力して、ブランドの基準に従い、Guest LoveとLoyalty Recognitionのホテルのメトリックスを満たすことで、私たちの価値あるゲストに真のホスピタリティを提供します。

•ロビーに到着したゲストを暖かくお出迎えし、方向案内やアシスタンスを提供します。

• ホテルのエントランスまたは1階のロビーでお客様をお出迎えし、チェックインやイベントフロアへの案内を行います。

• ロビーでお客様とコミュニケーションを取り、滞在について尋ね、フィードバックを収集し、将来の滞在のためにコメントとリクエストを記録します。

• 速やかにクレームを処理し、上司/マネージャーと連絡を取り、適切なサービスリカバリーを提供します。

• ホテル内のプロモーションとデイリーのイベントなど、ゲストの質問に自信を持って対応します。

• 滞在中に問題があったゲストに会い、問題が解決され、サービスリカバリーに満足していることを確認します。

• ゲストサービスの業務をサポートし、到着と出発時にゲストの荷物を取り扱い、タクシーや宅配サービスを手配します。

【経験】

ホテルにおけるフロントサービスや同等の業務経験を有する方

これまでにシティホテルにおいて勤務経験を有する方を優遇

【ホテルシステム】Operaを使用することができる方優遇

【求める人物像】

コミュニケーション力の高い方

明るく清潔感があり印象がよい方

チームでの協調性・協力性を大切にすることができる方

チャレンジ精神のある方

柔軟性にとんだ方　

機密保持できる方

【語学】

英語で外国人のお客様と流暢にコミュニケーションを図れる方

中国語または韓国語ができれば好ましい

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.