Lobby Manager

2 weeks ago

Vancouver, Canada Pan Pacific Vancouver Full time

***:

- Under the general guidance of the Front Office Manager, the Lobby Manager is a hands-on leadership position. Engages with hotel guests and visitors to enhance the service experience within the hotel lobby area. Respond to special requests from guests with unique needs and follow up to ensure satisfaction, greeting guests, and providing information about the hotel and the city._

**KEY RESPONSIBILITIES**:
***:
**The key responsibilities of the Lobby Manager**_ _**include but are not limited to**:

- ** Consistently offer professional, friendly and engaging service**:

- ** Maintains a presence in the Hotel lobby throughout the shift.**:

- ** Greet all guests courteously, using the guest’s name whenever possible.**:

- ** Assist guests and visitors regarding the city, promotions and attractions in an informative and helpful way.**:

- ** Control the hotel lobby traffic including the Front Desk line up.**:

- ** Engage in conversation with guests and offer directions.**:

- ** Take ownership of guest requests and complaints, try to resolve issues immediately and follow up to ensure the guests satisfaction.**:

- ** Follow department policies, procedures and service standards.**:

- ** Must be available to address any possible Security concerns from a higher level of traffic in the lobby.**:

- ** Reports suspicious people and behavior to Security.**:

- ** Able to work in other areas within Rooms Division and perform other related duties and special projects as assigned.**:

- ** Supervise the front desk team in which the responsibility may include performance management and addressing concerns, to always promote high-quality service.**:

- Performs other related duties and special projects as assigned.

**SELECTION CRITERIA**:
***:
**Qualifications and Technical Experience**:

- ** Previous guest service experience required.**:

- ** Must possess a professional presentation.**:

- ** Strong interpersonal and problem-solving abilities.**:

- ** Ability to work cohesively as part of a team.**:

- ** Strong knowledge of local attractions, restaurants, city and vicinity.**:

- ** Ability to stand and walk for 8 hours.**:

- ** Must be flexible in terms of working hours.**:

- ** Proficient in the English language (verbal & written), second language is an asset**:

- ** Must be physically fit in order to lift items up to 25 pounds.**:

- ** Schedule: Flexibility Required: Rotating Graveyard shifts, Weekends & Holidays Involved**:

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