Lobby Attendant Goals and Objectives Examples
Greet all guests entering the lobby with a warm smile and friendly demeanor.
Maintain a clean and neat appearance at all times.
Keep lobby area tidy and free of clutter.
Be knowledgeable about the hotel’s amenities and services.
Provide directions to guests who request them.
Assist guests with their luggage if needed.
Respond promptly to guest requests for information or assistance.
Anticipate guest needs and proactively offer assistance.
Maintain a professional manner at all times, even in difficult situations.
Be an expert on local attractions, restaurants, and events.
Answer phone calls in a timely and polite manner.
Direct phone calls to the appropriate department or person.
Record accurate messages for guests or staff members.
Ensure that all incoming mail and packages are properly sorted and delivered.
Coordinate with other departments to ensure smooth operation of the lobby.
Monitor security cameras to ensure the safety of guests and staff.
Report any suspicious activity or incidents to the appropriate person or department.
Ensure that all lobby equipment is functioning properly (e.g., phones, computers, printers).
Take pride in representing the hotel in a positive light.
Stay up-to-date on hotel policies and procedures.
Attend training sessions as required by the hotel.
Maintain a positive attitude at all times, even during challenging situations.
Work effectively as part of a team.
Communicate effectively with coworkers and superiors.
Maintain a high level of confidentiality when handling guest information.
Work efficiently and manage time effectively.
Stay organized and keep work area neat and clean.
Answer guest questions about parking options and assist with parking issues.
Handle guest complaints in a professional manner, escalating to management as appropriate.
Follow safety protocols to minimize risk to guests and staff.
Assist guests with disability needs, including wheelchair assistance.
Manage guest luggage storage in a secure manner.
Promote hotel loyalty programs to guests when appropriate.
Offer guests information about nearby shopping venues and services.
Prepare coffee or tea for guests when requested.
Keep an eye out for lost or misplaced items and report to the appropriate department.
Use suggestive selling techniques to promote hotel amenities and services.
Work diligently during peak hours to ensure prompt service to all guests.
Monitor the lobby area for cleanliness and restock supplies as needed.
Ensure that lobby furniture is arranged in a pleasing and functional manner.
Provide courteous and efficient service to all guests, regardless of their background or language.
Alert management to any equipment malfunctions or safety hazards in the lobby area.
Maintain a friendly and welcoming tone in all interactions with guests.
Respect guest privacy at all times.
Carry out any other duties assigned by management in a timely and professional manner.
Attend employee meetings as required.
Foster good relationships with local businesses and vendors.
Be familiar with current events in the area and provide recommendations for guest activities.
Follow instructions from management regarding emergency procedures.
Adhere to COVID-19 protocols to keep guests and staff safe.
Continually improve knowledge of hotel policies and procedures, as well as effective customer service techniques.
Record guest complaints or issues accurately and pass them on to the appropriate department in a timely manner.
Follow up with guests who have reported issues to ensure satisfactory resolution.
Engage with guests to establish a positive rapport and create a memorable experience for them.
Offer suggestions to management for improving lobby operations and guest experiences.
Keep the lobby area inviting through maintenance of lighting fixtures, plants, and artwork.
Maintain an accurate log of guest interactions and actions taken.
Keep abreast of the latest industry trends and incorporate them in job duties where appropriate.
Respond to guest inquiries about local transportation options.
Coordinate with housekeeping to ensure that public restrooms are clean and stocked with supplies.
Ensure that guests receive a quick and smooth check-in process.
Direct guests to the appropriate location for meetings, conferences, or events within the hotel.
Liaise with hotel security to maintain a safe environment for guests and staff.
Use appropriate language, tone, and body language when interacting with guests.
Demonstrate empathy and understanding when dealing with challenging situations.
Monitor lobby noise levels to ensure they do not disturb other guests or staff members.
Provide feedback to management on issues that may affect guest satisfaction.
Take ownership of guest issues and see them through to satisfactory resolution.
Follow up with guests after their stay to gather feedback and ensure customer satisfaction.
Adhere to hotel dress code policy at all times.
Ensure that all equipment in the lobby area is functioning properly (e.g., TV, sound system).
Be able to handle several tasks simultaneously without compromising quality of service.
Demonstrate proficiency in computer software relevant to the job role.
Closely monitor lobby traffic flow to ensure that guests are attended to promptly.
Work efficiently during multiple shifts without compromising quality of service.
Use discretion when dealing with sensitive guest information.
Maintain a positive attitude during long hours or periods of high demand.
Remain calm and composed during stressful situations such as inclement weather, power outages, or emergencies.
Foster a positive work culture by respecting coworkers and working well with others.
Take pride in being one of the first representatives of the hotel that guests interact with upon arrival.