Pool & Beach Ambassador

Company : Ocean Hotels Barbados

JOB SUMMARY

To maintain all pools and whirlpools efficiently while delivering high quality and professional pool and beach programs and activities to hotel guests, ensuring that quality service is in line with company’s standards, AAA 5-Diamond, and LQA benchmarking standards.

SCOPE

The Pool and Beach Ambassador, under the directive of the Senior Pool and Beach Ambassador and Pool & Beach Supervisor, is responsible for efficiently maintaining all pools and whirlpools while delivering high-quality, professional pool and beach programs and activities to hotel guests, ensuring service meets the company’s standards, as well as AAA 5-Diamond and LQA benchmarking standards.

RESPONSIBILITIES

Service Efficiency

Greets all guests, within the stipulated AAA 5 Diamond standards, in a helpful welcoming manner, using their name at every opportunity and taking a genuine interest in their holiday experience.

To provide guests with rolled towels, clean chairs, and assist with any other guest request which aids in their comfort and general holiday experience.

Offer to set up beach loungers for guests along with beach towels and offer complimentary water (if available).

Anticipating guests’ needs according to AAA 5 Diamond standards.

To be engaging and friendly towards guests and staff members, always positively representing the Ocean Hotels brand in your words and actions.

Promptly attends to guests’ inquiries, requests and complaints ensuring that requests have been satisfied and complaints are actively dealt with before the end of your shift, referring challenges to the Management team where necessary.

Upon guest request, you are required to graciously provide direction or offer assistance via escort as part of the AAA 5 diamond and LQA Benchmarking standards.

Product

Ensure ample beach loungers, side tables and umbrellas are provided for guests and that equipment is clean and in good condition.

To prepare all pools and whirlpools within the given timeframe before daily opening of the pools.

To ensure the pool and beach loungers are refreshed after each guests’ use, within a timely manner according to company standards.

This includes but is not limited to replacing beach towels, brushing the mattress, removing cutlery, plates or any other items left behind by guests.

Ensure all pools, pool decks, and jacuzzis are maintained in a clean, safe, and well-kept condition, with appropriate temperature levels regulated as required.

Ensure that the pools are tested and treated with the assistance of Maintenance

To remove all debris from the pools in respect to clarity and the safety of guests. (e.g. leaves, faecal matter, dead or live animals such as crabs, rodents, birds etc)

To remove hazardous items from around or inside the pools, or professionally communicate to guests the reason for removal. e.g. breakable items that can pose safety risk glass bottles, cups or mugs, and of all sorts.

To maintain and ensure the edges of the pools are always kept clean of grease and dirt build up.

To ensure the smooth operation of all pools and whirlpool across the property or properties.

Ensure that pool depth signs are mounted and visible to guests at all times.

Take personal interest and pride in ensuring all equipment is cleaned and maintained to reflect the high quality of Ocean Hotels.

Promptly attends to guests’ inquiries, requests and complaints ensuring that requests have been satisfied and complaints are actively dealt with before the end of your shift, referring challenges to the Management team where necessary.

To professionally communicate to the parents of a toddler to ensure the toddler is wearing the approved diaper for swimming.

To comply with all company standards & safety policies within the department.

To always follow the company's Stay Safe policy.

To comply with all company standards & safety policies within the department.

Conduct/Facilitate daily activities with guests as assigned

Be knowledgeable with the operations, handling and care of items, equipment and areas under the responsibility of the Pool & Beach Department.

To ensure the pool, beach, watersports and other facilities, under the department’s care, are correctly set up using the guidelines of the company’s standard operating procedures.

Take personal interest and pride in ensuring all equipment is cleaned and maintained to reflect the high quality of Ocean Hotels.

To adhere to the AAA 5 Diamond standards and LQA standards

Daily conduct a walkthrough of the entire beach to remove debris, actively keeping the beach clean.

You are expected to clean and maintain all outdoor furniture and umbrella bases, keeping them sanitary and free of bird excretion, stains etc.

Sanitize all areas as per COVID19 protocols and policies

To always follow the company’s Stay Safe policy

Presentation of appearance must be aligned with the company policy.

Assist with the physical set up of special events booked by guests, eg. Private Beach Dinners and Romance Picnics.

Where necessary, facilitate and assist with any activities on and off property to enhance the guests stay. Based on guests occupying the hotel some of these tasks may be of high physical activity in order to engage a wide range of guests.

Be knowledgeable of the hotel facts, facilities and amenities eg. the gym, kids club, teen lounge and business center. Encompassing the product available within the Montrose and Ocean Hotels Group.

To adhere to all safety protocols when accompanying guests with watersports including guaranteeing the guests signs the waivers in order to be able to use any equipment provided.

To ensure an effective handover of information to colleagues before shift completion.

Carries out any other duties assigned by the management team.

Emotional Intelligence

Responsible for immediately advising the management team, anything which is considered to be a health or safety hazard.

To be totally security conscious, being aware of any unregistered guests, lurkers, and your general surroundings. Advising the security team of such.

Training and Development

To actively participate in an evaluation of your performance by means of an appraisal with your leadership team. In order to correct weaknesses, encourage strengths and work to achieve personal and professional goals.

To thoroughly review and understand the information contained within the Ocean Hotels Employee handbook since as an employee of Ocean Hotels Barbados, you are governed by the rules and stipulations contained within.

To attend and participate in any training programs as directed by the HR team and your manager or supervisor.

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge

The Pool & Beach Ambassador must have proficient knowledge in the following areas:

Understand, speak, read and write English at CXC level or equivalent.

Knowledge of emergency procedures, First Aid and CPR.

Knowledge of proper safety practices as it relates to all pool and beach activities.

Skills

The Pool & Beach Ambassador must demonstrate the following skills:

Must possess the ability to communicate effectively and warmly with guests. Strong interpersonal skills are necessary to be successful.

Must be able to swim.

Must be able to work with minimum supervision.

Must demonstrate the capacity to deliver a high standard of customer service throughout your shift. Must be service oriented, organized and efficient.

Must possess the ability to stand, walk and lift items throughout a period of time.

Be in good physical condition to perform extensive walking, bending and stretching.

Be able to correctly lift up to 25 pounds and to push carts loaded with towels and other supplies.

Ability to speak English clearly, distinctly and cordially with guests.

Personal Attributes

The Pool & Beach Ambassador must dem