REPORTS TO:  Front Office Manager

Benefits/Perks of Working With Us:

Upon joining Real Hospitality Group, associates are offered competitive compensation, career growth opportunities, flexible access to wages, holiday, sick and vacation pay, health, dental and vision insurance, employer paid life, accidental death, and dismemberment insurance, an employee assistance program, a 401k, and many associate discount options.

Purpose for the Position:  The Lead Navigator is passionate about their community and enjoys discovering new places to explore within their neighborhood.  This individual must be proactive in developing relationships and partnerships with vendors and various community members.  The primary focus for this position will be to provide each guest with a truly unique Chelsea experience.  They must maintain up-to-date knowledge of trends in food, beverage, art, culture, and events.  The Lead Navigator will use their knowledge and expertise to create, maintain, and update a listing of local offerings - from restaurants, clubs, bars, attractions, shops, and museum exhibits.  They are responsible for educating their fellow Navigators and Ambassadors so that they can deliver the same experience.  In providing for these experiences, the Lead Navigator will provide each guest with the highest level of customer service.

The Lead Navigator Essential Responsibilities:

1. Professionalism and high ethical standards are required and must be exerted at all times.
2. Review future guest information on various Marriott Systems, determining special needs and requests, and contacting guests as necessary.
3. Greet guests upon arrival.
4. Assist guests with room reservations, check guests in and out upon arrival and departure, as required.
5. Establish a call back program to contact guests who have arrived to ensure their comfort, offering assistance if requested.
6. Assist Sales department in conducting hotel tours and family trip events. Assist with tours of the hotel for business, educational, and social organizations. 
7. Perform Front Office and operational duties including but not limited to: assisting at the front desk, taking reservations, and acting as PBX operator, as required.
8. Must possess fluent knowledge of the city and the geography of surrounding areas including restaurants, amenities, clubs, and tourism attractions/industries to share with hotel guests.
9. Review VIP and package arrivals daily.
10. Develop personal relations with well-established services: bonded baby-sitters, florists, beauty and barber shops, etc.
11. Make reservations for guests in all facets of the hospitality industry: restaurants, airlines, car rentals, entertainment, movies, shows/plays, etc. 
12. Maintain follow-up log for communication between Navigators.
13. Adapt to constantly changing situations and personalities of guests, ensuring quality service to all guests. Maintain decorum in stressful situations - projecting warmth, care, and concern for all guests handling each situation with proper and professional etiquette at all times.
14. Attend hotel and department meetings, as required.
15. Enter, edit, and maintain local area knowledge in the Wcities database.
16. Print guest-facing Local Navigator Guides.
17. Educate and update Co-Ambassadors on information within the Local Navigator Guides.
18. At least twice a year, support the R Navigator R Ways content by meeting with departments to review material and answer questions.
19. Ensure Renaissance Routes Letters are used when providing guests with directions and/or maps.
20. Ensure all Ambassadors know and promote the R Navigator user experience.
21. Attend and Participate in the quarterly brand Navigator calls.
22. Perform all other duties as assigned by Management.

To do this kind of work, you must be able to:

• Must be an outgoing and welcoming personality for the hotel.
• Make decisions based on own judgment and company policy.
• Follow instructions without close supervision.
• Be available for work days, weekends, and holidays.

Physical Demands:  Indoor, clerical.  Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools.  Walking and standing are required throughout the shift (walking the hotel).  Reaching, handling, feeling, talking, hearing, and seeing.

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered "inside" if the worker spends approximately 75% or more of the time inside.  Occasionally outside, by pool area, as needed.

Math Skills:  Requires mathematical development sufficient to be able to:  Add and subtract. 

Language Skills:  Must have developed language skills to the point to be able to:  Read instructions, rules, etc.  Fluent in English and other languages a plus.

Relationships to Data, People and Things:

Data:  Comparing:  Judging the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

People:  Serving:  Attending to the needs, requests or the expressed or implicit wishes of people.  Immediate response is involved.

Things:  Handling:  Using body members, hand tools and/or special devices to work, move or carry objects or materials.  Involves little or no latitude for judgment with regard to attainment of standards or in selecting appropriate tool, object or material.

Specific Vocational Preparation:  Specific vocational training includes an occupationally significant combination of:  vocational education, apprentice training, in-plant training, on-the-job training, or essential experience in less responsible jobs which lead to the higher job or serving in other jobs; anything beyond short demonstration up to and including 30 days.