Lobby Ambassador Job at Pyramid Global Hospitality (St. Michaels)

Job Description

The Lobby Ambassador is the 'Conductor of First Impressions,' serving as the primary orchestrator of the guest’s emotional journey from arrival to departure. This role is not merely about presence; it is about the flawless execution of technical and emotional service standards that define the world’s most prestigious properties. In this high-profile leadership-by-presence role, you will adhere strictly to Forbes Travel Guide (FTG) Standards, ensuring every interaction is marked by a sense of graciousness, anticipation, and impeccable professionalism. You are a mobile, high-touch resource, removing the friction of travel and immediately immersing guests in the resort's luxury environment.

Job Responsibility

Proactively acknowledge every guest within 30 seconds of entry with a warm, sincere greeting, direct eye contact, and a natural smile
Observe and identify guest needs before they are voiced
Consistently and naturally use the guest’s name throughout the interaction
Maintain a professional, articulate, and gracious tone
Ensure the environment is always 'Five-Star Ready'
Lead the 'warm hand-off' when introducing guests to the Front Office or Bell Team
Take immediate ownership of any guest dissatisfaction
Guide guests throughout their stay by offering personalized recommendations on local dining and attractions, ensuring attentive service, and coordinating with valet for seamless name recognition upon arrival and departure

Requirements

High school diploma or GED required
some college or vocational courses preferred
Two years prior experience in customer service in a high-paced, detail-oriented position
Must be able to read, write, and type in English
Minimum 2–3 years in a Forbes 4 or 5-Star or AAA Five Diamond-rated property (Preferred)
A 'high EQ' with the ability to read a guest’s body language and adjust service pace accordingly (Preferred)
Ability to work a varied schedule including nights, weekends, and holidays to support 24/7 resort operations (Preferred)
A strong desire to make an impact on other people
An outgoing and engaging personality
Advanced knowledge of the local area
Computer skills
Excellent verbal and written communication skills
Ability to work in a fast-paced setting
Ability to stand for the duration of the shift
Must be available to work various shifts including weekends and holidays

Nice to have

Experience: Minimum 2–3 years in a Forbes 4 or 5-Star or AAA Five Diamond-rated property
Emotional Intelligence: A 'high EQ' with the ability to read a guest’s body language and adjust service pace accordingly
Flexibility: Ability to work a varied schedule including nights, weekends, and holidays to support 24/7 resort operations

What we offer

Medical insurance with employer contribution
Vision, dental, life, pet, and accident insurance options
401(k) program with an employer match and immediate full vesting
Paid time off
Exclusive discounts across our portfolio of hotels
On-site wellness programs
Local discounts
Employee rates on hotel stays
Ongoing training and development opportunities

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Lobby Ambassador

Job Description

Job Responsibility

Requirements

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