Lobby Ambassador

TN United Kingdom; City of Edinburgh; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Lobby Ambassador to enhance the guest experience at a luxury boutique hotel. In this pivotal role, you will be the first point of contact for guests, ensuring a warm welcome and providing exceptional service. Your responsibilities will include managing check-ins and check-outs, assisting with guest inquiries, and maintaining a pristine lobby environment. This position offers a unique opportunity to be part of a vibrant team dedicated to delivering top-notch hospitality in a prestigious setting. If you have a passion for service excellence and thrive in a dynamic environment, this role is perfect for you.

Benefits

Meals on duty

Provision and laundry of uniform

Employee recognition awards

Performance review and personal development plan

Internal transfer and promotion opportunities

Career development support

Preferential room rates for family and friends

Qualifications

• Previous experience in Front Office operations at a luxury hotel.
• Outstanding customer service skills and a professional attitude.

Responsibilities

• Greet guests warmly and assist with inquiries and luggage.
• Handle check-ins, check-outs, and maintain lobby cleanliness.

Skills

Customer Service Skills

Front Office Operations

Attention to Detail

Fluency in English

Education

Experience in 4/5* hotel

Tools

PMS System

Job description

The Roseate Edinburgh is an intimate 5-star luxury boutique hotel, part of the "Small Luxury Hotels Collection." Ideally located on Haymarket, near Murrayfield Stadium, the hotel offers 35 exquisitely appointed rooms and suites, a bar & restaurant, meeting room, lounge, conservatory, and private gardens. Refined, relaxed, luxurious, and intimate, The Roseate Edinburgh is now looking for a Lobby Ambassador to join our vibrant team immediately.

We are seeking a responsible, customer-focused individual with a professional attitude and a passion for delivering exceptional service.

The ideal candidate should have a strong background in Front Office operations and a keen understanding of Rooms Division and Revenue Management.

Main Duties & Responsibilities:

• Greet guests warmly and professionally, ensuring a memorable first impression.
• Assist guests with luggage, door service, and general inquiries.
• Maintain a clean and inviting entrance and lobby area.
• Monitor guests and visitors to ensure safety and security.
• Provide accurate information about the hotel and local attractions.
• Handle check-ins, check-outs, and reservations efficiently.
• Process guest accounts correctly, ensuring valid payment methods and authorizations.
• Respond to guest inquiries and complaints in a courteous and timely manner.
• Liaise with other departments to ensure seamless service delivery.
• Ensure compliance with 5-star service standards, maximizing revenue through room upgrades and cross-selling to food and beverage outlets.
• Keep the PMS system up to date and provide an accurate handover at shift change.

Entry Requirements:

• Previous Front Office experience in a 4/5* hotel is preferred.
• Outstanding customer service skills with a positive and professional attitude.
• Well-groomed appearance, discretion, and reliability.
• Ability to work well under pressure while maintaining attention to detail.
• Fluent in English, both spoken and written.
• Enthusiastic in delivering service excellence.
• Availability for a Full-Time position, primarily working 5 days on / 2 days off, but may be required to cover 4 days on / 4 days off for holiday cover, as well as night shift cover when necessary.

Package Benefits:

• Meals on duty.
• Provision and laundry of uniform.
• Employee recognition awards.
• Performance review and personal development plan.
• Internal transfer and promotion opportunities.
• Career development support.
• Preferential room rates within the hotel group for you, family, and friends.

Join us and be part of a team that delivers exceptional hospitality experiences in one of Edinburgh’s most prestigious hotels!

Applicants must be eligible to live and work in the UK and possess a valid work visa if required. In line with the Asylum and Immigration Act 1996, documented evidence of eligibility will be required during the recruitment process.