Renaissance guests are not looking for the typical tourist attractions, they are looking to experience the town as a local. So we are looking for an individual that is extremely passionate about the locale – someone who takes pride in their expertise, their community relationships, and their up-to-date knowledge of trends in food, wine, art, culture, and events. The Navigator will use knowledge and expertise to build, maintain, and update a catalog of local offerings – from restaurants and bars, to shops and museum exhibits, and everything in between. He or she will not only be responsible for delivering this information to guests, but also for educating other ambassadors so they can deliver this information to our discoverer guests as well.

Responsibilities and Duties:

Navigator Program

• Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for Renaissance guests, and share this knowledge with other ambassadors.
• Research the local area to stay up to date on unique attributes, happenings and offerings so that you are prepared to provide specific recommendations for guests.
• Build and use personal and professional resources to offer unique recommendations.
• Communicate recommendations in a way that builds excitement and interest among guests and ambassadors.
• Build/contribute to the database of attractions and recommendations to build expertise across the property and the Navigator program in general.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Anticipate guests' needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Use cues to surprise and delight guests, customizing experiences and offering them information based on what you learn about them.
• Address guests' service needs in a professional, positive, and timely manner.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Assist other ambassadors to ensure proper coverage and prompt guest service.
• Load and unload luggage carts.
• Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, pool, and exercise room, etc.). Inspect guest’s room to ensure it is in order and that supplies are adequate.
• Explain features of the room including operation of radio, television, telephone, in-room movie system, etc.
• Check/store luggage for arrivals and departures with luggage tags.
• Deliver messages to meeting rooms.
• Deliver flowers, laundry and packages to guestrooms.
• Assist with room changes.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other ambassadors and departments.
• Handle sensitive issues with ambassadors and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to listen effectively and to speak English clearly.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to analyze and make judgments.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

• Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.
• Complies with health and safety rules, regulations and procedures to maintain a safe environment.