Lobby Ambassador

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

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About our property:

What you will have an opportunity to do:

Job Description

Title: Lobby Ambassador/Front Desk

Division: Operations Department: Front Office

Reports to: Director of Front Office Classification: Non-exempt

REPORTING STRUCTURE:

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POSITION SUMMARY

The Lobby Ambassador is the "Conductor of First Impressions," serving as the primary orchestrator of the guest’s emotional journey from arrival to departure. This role is not merely about presence; it is about the flawless execution of technical and emotional service standards that define the world’s most prestigious properties.

POSITION OVERVIEW

In this high-profile leadership-by-presence role, you will adhere strictly to Forbes Travel Guide (FTG) Standards, ensuring every interaction is marked by a sense of graciousness, anticipation, and impeccable professionalism. You are a mobile, high-touch resource, removing the friction of travel and immediately immersing guests in the resort's luxury environment.

ESSENTIAL JOB FUNCTIONS

• Proactively acknowledge every guest within 30 seconds of entry with a warm, sincere greeting, direct eye contact, and a natural smile.

• Observe and identify guest needs before they are voiced—a glass of water to someone appearing fatigued, or directions to a guest who looks disoriented.

• Consistently and naturally use the guest’s name throughout the interaction to create a sense of recognition and belonging.

• Maintain a professional, articulate, and gracious tone. Avoid slang and "fragmented" phrases, ensuring all communication reflects the property's sophisticated brand.

• Ensure the environment is always “Five-Star Ready”—checked for scent, lighting levels, and immaculate cleanliness (spotless glass, no debris).

• Lead the "warm hand-off" when introducing guests to the Front Office or Bell Team, ensuring all known guest preferences are communicated to the next department.

• Take immediate ownership of any guest dissatisfaction, resolving the issue on the "first contact" whenever possible to turn a challenge into a "wow" moment.

• Guide guests throughout their stay by offering personalized recommendations on local dining and attractions, ensuring attentive service, and coordinating with valet for seamless name recognition upon arrival and departure.

SUPERVISORY RESPONSIBILITIES

None

JOB REQUIREMENTS

Education & Experience

High school diploma or GED required, some college or vocational courses preferred. Two years prior experience in customer service in a high-paced, detail-oriented position. Must be able to read, write, and type in English.

Preferred:

• Experience: Minimum 2–3 years in a Forbes 4 or 5-Star or AAA Five Diamond-rated property.

• Emotional Intelligence: A "high EQ" with the ability to read a guest’s body language and adjust service pace accordingly.

• Flexibility: Ability to work a varied schedule including nights, weekends, and holidays to support 24/7 resort operations.

Ideal Candidate Profile

The best Lobby Ambassadors are individuals who find genuine joy in service. Success is measured by the ability to make guests feel valued and remembered. They are detail-oriented enough to notice a smudge on a glass door and personable enough to turn a frustrated visitor into a loyal guest.

WORKING CONDITIONS

The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equipment to Be Used

· Standard office equipment including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, PowerPoint, and email.

· Formal uniform

Physical & Mental Requirements

· Regularly required to stand, walk, talk, and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms; frequently required to sit, climb, or balance, stoop, kneel, and crouch. Requires manual dexterity sufficient to operate standard office equipment. Requires normal range of hearing and vision. Must be able to lift equipment, supplies, etc. of at least 30 pounds.

· Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

Work Environment

· Interior of hotel—occasional exposure to direct sunlight, high humidity, extremes of heat and cold, noise, and other conditions associated with the hotel environment.

· The work environment includes high guest contact and noisy, crowded environment; it may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.

What are we looking for?

• High school diploma or equivalent 
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Advanced knowledge of the local area
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Compensation:

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Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.