Journey Ambassador

Journey Ambassador

What was my role?

At work, I have taken on an additional role of Journey Ambassador (App.5). I assist the hotel's Reception team during busy arrival periods and am there as a visual point of contact and welcome for all our guests. Tasks include:

• offering directions
• booking taxi's and dinner reservations
• assisting with luggage
• organizing room moves. 

What have I learnt?

This experience has shown me how important it is to know your venue and local area - its vital that I am able to answer all guests queries, be it directions to the gym to the time it takes to drive to Chichester. It has also given me an insight into how Reception operates and just how much you need to know when you work in a key area of guest assistance. 

How have I developed?

To begin with, there wasn't a lot I felt I could do - I even worried about answering the phone in case I couldn't help the person calling. I would just stand and talk to guests waiting and try and help them in ways I already knew how to. 

After a few weeks, I requested that my shift start earlier, at 2pm instead of 3pm, to give me a chance to speak to Reception about anything in particular that needed to be done that day and took this opportunity to ask questions about how I could assist them more, They showed me the guest registration forms and told me about answering the phones and I felt more confident in assisting in these tasks. 

Now what do I do?

Now, I am fully confident in my abilities to answer any guests queries, answer the phones and assist with checking guests in. 

When there is a queue, I simply get the registration forms and ask guests to begin filling them out, showing them where and then ask them to present that to the receptionist who checks them in when they are free. This helps to check everyone in a bit quicker when we are very busy and everyone arrives at once.