LOBBY GUEST RELATIONS OFFICER

Job Summary

Guest Relations Officer (GRO) is at the forefront of customer service. Associates must provide a lasting first impression by greeting all guests with warmth and sincerity upon their arrival. The position must ensure that guests are impressed from the moment they enter the building, while being escorted to their destination, and during departure.

Essential Duties and Responsibilities:

• Demonstrate a true passion for customer service with a commitment to go above and beyond meeting guest expectations on a daily basis
• Provide a prompt and courteous welcome to all guests upon their arrival
• Maintain a friendly smile, positive guest relations, and a generous manner while receiving all guests; use surnames when obtained
• Easily adapt to technical program for entering visitors into system to create visitors passes
• Review visitors list daily, and adjust as required to ensure accuracy
• Be actively engaged with guests, identifying their needs, aiming to exceed expectations at every opportunity
• Escort guests to their destination as required
• Handle all communication with professionalism, ensuring that information is gathered accurately
• Exemplify a positive can do attitude with all guests and MS clients
• Work effectively as a team with fellow colleagues/vendor teams taking ownership and responsibility of tasks
• Respond positively during unanticipated changing business priorities jumping in to assist as needed
• Ensure that service levels are maintained during peak periods
• Check Concierge Lobby Desk area in morning/evening for maintenance issues that require attention -- light bulb replacement, spillages, phone/pc issues, and report as required
• Review visitors schedule and flag all large groups that are expected to arrive
• Work efficiently with Security personnel as required and familiarize security protocols in terms of visitor management and emergency procedures
• Concierge Lobby Desk must be in pristine condition at all times; work effectively with fellow colleagues to maintain a clean and professional workspace
• Anticipate guest and property client needs and follow up to consistently exceed client expectations
• Meet the demands of a fast-paced environment by using good judgment when dealing with guests and clients
• Be familiar with local attractions and points of interest in and around New York City, maintaining phone numbers and contacts as required
• Remain committed to consistently provide a first-class Concierge Service environment

Preferred Qualifications:

• Previous Corporate/Hotel Hospitality experience in rooms division and/or guest services
• Solid understanding of basic Front Office procedures to be able to easily assist guests and clients with questions or concerns
• Ability to work well under pressure, dealing with many guest requests and questions within a short period of time
• Strong organizational and technical skills with ability to prioritize and multi-task in a fast paced environment
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor
• Must be able to work a flexible schedule and willingness to work evenings and weekends
• Associates must portray an extremely positive and professional image; creating a five-star impression on a daily basis is a must
• Flexibility adapting to additional responsibilities - multi-tasking with MS Conference Center operations
• 1-5 years related experience; CPR certification a plus