LOBBY HOST - NEW YORK, NY

Job Summary

Responsibilities: 

• Serve as a first point of contact in the lobby, professionally greeting and assisting all employees, visitors, and guests, with a strong focus on name and facial recognition. 
• Welcome employees and guests warmly with a smile and maintain eye contact through the entire interaction while following established procedures, addressing VIPs by name and ensuring a memorable first impression.
• Maintain an active and visible presence within the lobby environment to proactively engage guests, assist with wayfinding, and support a seamless arrival experience.
• Demonstrate a strong “front of house” presence by remaining visible, approachable, engaged, and attentive to guest activity throughout the lobby space.
• Escort guests to designated waiting areas in the lobby as needed
• Anticipate guests needs through observation awareness, proactive engagement and be able to provide assistance, wayfinding, amenities, and personalized support before assistance is requested.
• Act as an overall hospitality services resource in providing amenities within building, commutation and transportation, neighborhood amenities and organizational FAQs
• Build rapport with employees and guests and maintain positive and professional relationships.
• Maintain clear and effective communication with internal teams to coordinate guest arrivals, special arrangements, and any specific requirements.
• Handle visitors and employee inquiries, feedback, and concerns promptly and professionally, striving to exceed expectations and resolve issues effectively.
• Create a lasting positive impression by offering thoughtful and personalized farewell experience, ensuring each interaction concludes on a positive and memorable note.
• Adhere to established security protocols and confidentiality guidelines when handling VIP guest information to maintain a secure environment.
• Answering requests and inquiries in a friendly, professional manner, taking messages with accuracy, and appropriately handling or referring questions and requests.
• Ensure established security policies and procedures about arriving and departing are being followed.
• Troubleshoot operational and guest related concerns with professionalism, discretion, and a solution-oriented mindset and Liaise with appropriate internal support departments such as building maintenance (heating and cooling issues), information technology (computer/iPad) issues.
• Have a thorough understanding of the emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
• Notify manager(s) on duty of incidents or escalations with accordance to the “20 Second Rule”.
• Maintain professional appearance and comply with uniform and grooming standards.
• Demonstrate understanding of company culture and operational areas.
• Assist with coverage in other locations and maintain flexibility with schedule to meet business needs.
• Participate in daily, weekly, and monthly meetings. 
• Adapt quickly to changing business priorities and operational needs while maintaining accuracy & professionalism.  
• Capacity to take on additional duties as assigned by management; responsibilities may be adjusted as needed.

Additional Responsibilties

• Crosstrain with Lobby Guest Services Agents and learn TDS registration system to be able to assist with guest registration and check-in as needed or assigned by manager/supervisor
• Crosstrain with Arrival Ambassador team and support day-to-day functions as needed or assigned by manager/supervisor

Key Competencies

• Passion for hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the job.
• Strong interpersonal skills with the ability to engage confidently and professionally with high-profile clients and stakeholders.
• Ability to remain composed, adaptable, and solutions-oriented within a fast-paced environment.
• Basic computer skills and knowledge of office technology /equipment.
• Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.
• Knowledge of local attractions, amenities, and services to provide accurate information and enhance the guest experience.
• Ability to maintain discretion and confidentiality in a corporate environment.
• A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
• Previous experience within hospitality, luxury service, corporate reception, concierge, or client-facing environments