Job at a glance
We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Welcome Ambassador. The Welcome Ambassador reports to the Guest Service Manager and is responsible for creating a warm, positive, and memorable first impression for all guests arriving at Fairmont Southampton. This role brings the history and stories of the resort to life through engaging interactions while supporting guests with luggage, wayfinding, transportation, and overall arrival needs.
The Welcome Ambassador ensures smooth lobby and front-drive flow, enhances guest satisfaction, and upholds Fairmont's luxury service standards., Guest Welcome & Experience Delivery Serve as the face and ambassador of Fairmont Southampton, offering warm, engaging greetings to all guests. Share knowledge of the resort's history, amenities, and upcoming experiences. Escort guests and provide clear wayfinding throughout the property.
Offer timely, accurate information about hotel facilities and destination attractions. Anticipate guest needs and deliver thoughtful, personalized service. Assist guests with luggage to/from rooms, ensuring safe and professional handling. Tag, record, and store luggage according to Fairmont procedures. Offer umbrellas and weather-related assistance to maintain guest comfort. Front Drive Operations & Safety Manage front-drive traffic flow, including taxis, shuttles, guest vehicles, and ride-share arrivals.
Assist guests safely entering/exiting vehicles. Coordinate with Security, and Guest Services during peak arrival/departure periods. Maintain a clean, safe, and visually appealing entrance area. Monitor guest areas for safety concerns or unattended baggage. Provide support to guests with mobility needs. Operational Support & Service Coordination Support check-in during peak periods and assist with lobby flow and queue management.
Collaborate closely with Guest Services to ensure seamless arrivals and departures. Assist with parcel acceptance, secure storage, and guest item delivery. Support VIP arrivals, group movements, and special event logistics. Uphold grooming, uniform, and brand presentation standards. Communication & Brand Representation Respond to guest questions with clarity and confidence. Communicate effectively using radios or internal systems to coordinate service.
Maintain a polished, professional presence aligned with Fairmont brand and LQA standards. Other Duties & Responsibilities Perform other duties and responsibilities as assigned by management to support the overall operations of the hotel and ensure an exceptional guest experience To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: · Education High school diploma required; hospitality coursework is an asset. Experience Minimum 1 year of customer service experience, ideally in a guest-facing environment. Experience in Bell, Doorman, or Guest Services roles is an advantage. Competencies, Knowledge & Skills Warm, engaging interpersonal skills and a passion for guest service.
Strong communication and multitasking abilities. Ability to stay calm and professional in a fast-paced environment. Strong organizational skills and attention to detail. Professional appearance aligned with luxury standards. Additional languages are an asset. Personal Attributes, Culture & Values Embrace the Fairmont brand promise and luxury in your role and in all your interactions. Foster an inclusive environment where every individual feels valued and respected.
Other Requirements Ability to stand or walk for extended periods. Ability to lift, push, and pull luggage up to 50 lbs / 23 kg. Comfortable working indoors and outdoors in varying weather conditions. Flexibility to work mornings, evenings, weekends, and holiday