Hotel Lobby Ambassador

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is seeking a Lobby Ambassador to engage with hotel guests and elevate their experience. You will welcome guests according to standards, provide information about hotel outlets, and anticipate guest needs with genuine appreciation.

The role requires high-quality communication, strong organization, and the ability to collaborate with restaurants, spa, and entertainment teams to ensure guest satisfaction. Evening, weekend, and holiday shifts may be required.

Qualifications

• High School Diploma or equivalent required.
• Minimum of three (3) years customer service experience required.
• Upscale hotel experience preferred. Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.

Responsibilities

• Engages Hotel guests to enhance service experience. Provides information on outlets, hours, and hotel offerings; coordinates with other departments to meet guest needs.
• Responds to special requests, gathers local area knowledge, and addresses guest requests by coordinating with Bell Person, Housekeeping, and Food & Beverage as needed.
• Safeguards confidential data and adheres to health and safety policies; keeps certifications current via training; fosters a collaborative, high-performing environment.
• Reports maintenance issues via internal systems and follows up to ensure timely resolution.
• Performs other duties as assigned to support department operations.

Skills

Customer service

Communication

Organizational skills

Education

High School Diploma or equivalent

Job description

Under the direction of the Manager Hotel Front Desk, the Lobby Ambassador is responsible for engaging with Hotel guests to enhance their overall experience. Acknowledges and welcomes all guests according to enterprise and Department standards, anticipating guest and visitor needs and thanking guests with genuine appreciation. Creates unique memories, builds rapport, and maintains a professional relationship with guests while following and meeting enterprise service excellence standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Engages Hotel guests to enhance service experience. Effectively provides information on all outlets within hotel and is knowledgeable of all hours of operations and all Hotel offerings (Restaurants & Bars, Lounge and Casino). Works closely with all other departments such as restaurants, spa and entertainment to make sure guest needs are met.
2. Responds to special requests from guests with unique needs and follows up to ensure satisfaction. Gathers, summarizes, and provides local area knowledge to inform guests about property and surrounding area’s amenities, (including special events and local activities). Contacts appropriate individual or department (Bell Person, Housekeeping, Food & Beverage etc.) as needed to resolve/address guest requests or concerns.
3. Safeguards confidential nature of guest, department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise. Reports accidents, injuries, and unsafe work conditions to management. Completes regular customer service and safety training to keep certifications current as needed. Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills.
4. Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor/Manager on Duty as needed. Ensures follow up to confirm timely completion and resolution.
5. Performs other duties as assigned to support the efficient operation of the department.

EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

High School Diploma or equivalent required. Minimum of three (3) years customer service experience required. Upscale hotel experience preferred. Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

Excellent communication skills required. Ability to identify and prioritize issues. Excellent organizational skills.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled office setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone. Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone. Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility. Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties. Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours. The employee may be exposed to fumes or airborne particles including secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today! San Manuel is one of the largest employers in California’s Inland Empire. Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions. Each is an opportunity to learn, grow and contribute to a better future for all of us. Your commitment to San Manuel is matched by our commitment to you. We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals. These programs support our pay‑for‑performance philosophy.