Customer Service Ambassadors

As a Customer Service Ambassador, your primary responsibility is to ensure an exceptional guest experience by providing personalized service and addressing guests' needs and concerns. Here's a comprehensive job description for this role:

Guest Relations: Serve as the main point of contact for guests, greeting them upon arrival, assisting with check-in and check-out processes, and providing information about hotel amenities, services, and local attractions.
Personalized Assistance: Anticipate guests' needs and preferences and provide personalized recommendations and assistance to enhance their stay, such as arranging transportation, making restaurant reservations, or coordinating special requests.
Problem Resolution: Act as a liaison between guests and hotel staff to resolve any issues or concerns promptly and effectively, ensuring guest satisfaction and retention.
Customer Feedback Management: Solicit feedback from guests about their experiences and preferences, actively listen to their concerns or suggestions, and communicate this feedback to the appropriate departments for continuous improvement.
Concierge Services: Offer concierge services, including arranging tours and activities, booking tickets to events or attractions, and providing directions and transportation assistance to guests.
VIP Services: Provide special attention and amenities to VIP guests, such as celebrities, dignitaries, or loyal customers, to ensure their comfort and satisfaction during their stay.
Cultural Sensitivity and Diversity: Demonstrate cultural sensitivity and awareness when interacting with guests from diverse backgrounds, ensuring inclusivity and respect for individual differences.
Problem-solving Skills: Demonstrate strong problem-solving skills and the ability to handle challenging situations calmly and professionally, maintaining a positive attitude and demeanor at all times.
Communication Skills: Possess excellent communication skills, both verbal and written, to effectively communicate with guests, colleagues, and management, conveying information clearly and courteously.
Team Collaboration: Collaborate with other hotel departments, such as housekeeping, front desk, and food and beverage, to ensure seamless service delivery and resolve guest-related issues efficiently.
Product Knowledge: Maintain up-to-date knowledge of hotel facilities, services, promotions, and local attractions to provide accurate information and recommendations to guests.
Sales and Upselling: Identify opportunities to upsell hotel services, amenities, and packages to guests based on their preferences and interests, contributing to revenue generation and guest satisfaction.
Safety and Security: Adhere to hotel safety and security procedures, including handling guest inquiries or incidents related to safety or security concerns, and escalating issues as necessary to ensure guest and staff safety.
Technology Proficiency: Utilize hotel management systems, reservation platforms, and communication tools effectively to manage guest requests, reservations, and inquiries efficiently.
Professionalism and Etiquette: Maintain a professional appearance and demeanor at all times, adhering to hotel grooming standards and etiquette guidelines, and exemplifying the hotel's brand values and service culture.
Overall, as a Customer Service Ambassador, your role is vital in creating memorable experiences for guests, fostering guest loyalty, and maintaining the hotel's reputation for excellence in customer service. Your passion for hospitality, attention to detail, and dedication to exceeding guest expectations are essential qualities for success in this role.

Job Specifications
Education:
• Degree or Diploma is preferred.
• Certification (Recognized training institute)

Training/Experience:
• Energetic, engaging, positive individual wishing to make this a career.
• Well spoken, diligent; responsible and honest.
• Sense of humor and be engaging with Guests creating positive emotional experiences
• Flexibility to work evenings, weekends, and holidays as required by the nature of the hospitality industry.


If you have the required skills and qualifications, please email your CV with subject as per position you are applying for to mary.bullozo@vogohotels.com.