M A S T E R I N G T H E A RT O F H O S P I T A L I T Y

JOURNEY AMBASSADOR
JOB SKILLS HANDBOOK
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Welcome!
At Hilton we pride ourselves on providing every guest
with personalized attention that helps shape their journey,
makes their stay more enjoyable and meets their every need.
That’s why your role as a Journey Ambassador is crucial to
upholding our brand’s reputation.

If you follow the standards and procedures in this handbook,

you’ll be delivering the kind of service that defines the Hilton
brand: service that’s consistent, hassle-free, personalized and
inspirational. Or, as we like to say: the best service in the world!

Hilton Building Blocks of Service

Helping you be at your best all around the world 24/7

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 THE MISSION AND ROLE OF JOURNEY AMBASSADOR

•  Your mission as a Journey Ambassador is to provide a presence in the lobby and

throughout your hotel to
»»  Engage with guests
»»  Help to shape their personal journey
»»  Assure them that someone is there to help
»»  Earn their loyalty

•  Your role in fulfilling Conrad Hilton’s dream of “filling the Earth with the Light
and Warmth of Hospitality” includes
Your mission as a Journey Ambassador is to »»  Engaging positively with your guests
provide a presence in the lobby for guests.
»»  Getting to know the purpose of their travel
»»  Finding solutions that make their journey as pleasurable as possible
»»  Ensuring that all guests receive
––  An engaging welcome
––  First-class service
––  The most pleasant and comfortable experience possible
––  An experience and an opportunity to feel
•   Empowered
•   Relaxed
•   Entertained

Your main job at Hilton is to engage positively

•   Connected
with your guests and find solutions to any
•  When serving as a Journey Ambassador who interacts frequently and extensively
guest issue.
with your guests, you
»»  Are one of the first hospitality connections your guests will experience
»»  Are empowered to resolve any guest issue immediately, involving any
department within your hotel
»» Engage and provide a VIP welcome to each guest
»»  Maintain a thorough and up-to-date familiarity with
––  All events happening at your hotel
––  All features and amenities of your hotel
––  Key aspects of the surrounding community likely to be of
interest or value to your guests

Make sure to provide a VIP welcome to each

guest.

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 »»  Serve as an advocate of the Hilton brand messages and products,
including
––  behospitable.com
––  hiltonjourney.com
––  hiltonathome.com
––  Serenity collection
––  Guest room features and amenities, including beds
––  The Kiosk
––  The Business Center
––  Hilton Breakfast
––  Hilton Meetings Another part of your job is to work with
fellow Hilton Team Members to resolve any
––  Mini Breaks guest issues.
––  Etc.
»»  Engage guests waiting in line to
––  Identify their needs
––  Determine if they could be served more quickly or better in a
different area or department
––  Do whatever you can to minimize their wait
»»  Identify past guests who have experienced problems or have special needs
and ensure their visit is hassle-free
»»  Monitor your hotel’s lobby, entrance, and driveway and take whatever
action is necessary to ensure that they are always clean and properly
maintained
As a leader of the hotel, it’s important
•  As a Journey Ambassador, you are also responsible for working with your fellow to be friendly and maintain a caring
demeanor.
Guest Services Team Members to ensure that all guest requests and challenges
are
»»  Anticipated
»»  Satisfied I MPA CT YO UR S A LT
PE R FO R MA N CE SC OR E S
»»  Met beyond expectations
»»  Responded to in a memorable manner
Satisfaction and Loyalty Tracking (SALT) is
•  Your role as a Journey Ambassador also includes being an example to your fellow the key hotel performance scoring system
Team Members and guests of someone who used by Hilton to track guest satisfaction.

»»  Loves people By following the procedures shown here

you’ll positively impact these
»»  Maintains a smiling face
SALT Key Performance Indicators
»»  Exhibits a friendly, engaging, and outgoing personality (KPI)
»»  Maintains a caring and attentive demeanor •  Appearance of Lobby
»»  Embodies the Hilton commitment to every guest that “Travel should
•  Speed/efficiency of check-in (welcome)
take you places that you want to experience”
and check-out (farewell)

•  Hospitality of Staff

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 PREPARING TO SERVE AS A JOURNEY AMBASSADOR

•  Before your first time serving as a Journey Ambassador, be certain that you have
»»  Completed the Hilton Journey Ambassador certification
»»  Watched the Journey Ambassador DVD
»»  Discussed with your General Manager
––  Your roles and responsibilities
––  Your hotel’s expectations for the position of Journey
Ambassador
––  The details of
Make sure you have discussed your role •   Your schedule
and responsibilities with your General
Manager. •   What areas of your hotel you should cover
•   How you will work with your fellow Team Members
throughout the hotel to meet and exceed each guest’s
needs and expectations.

•  It is also recommended that you review the Journey Ambassador DVD at least
once a year

•  Before beginning any shift as Journey Ambassador

»»  Obtain all the relevant information about your hotel
––  Review Today’s Best Guest (CRM) Arrival Report
––  Familiarize yourself with the Today’s Meetings
•   Functions
Obtain and review all relevent info about
your hotel, including the Arrival Report. •   Groups
•   Local events
•   Activities outside the hotel
•   In-House VIPs
•  Returning guests
•  Any requests upon arrival from guests

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 –– Check the Today’s Arrival/Departure counts and scheduled
airport runs
––  Review the hotel’s occupancy level
––  Read through the Manager on Duty (MOD) Logbook and
the Journey Ambassador Logbook – and make note of any
entries that still require follow-up by you or your fellow Team
Members
––  Check the welcome amenities/gifts for departures/arrivals
»»  Review all the Engagement Tools to
––  Help guests with their reasons for travel
––  Familiarize and refresh your familiarity with the Conversation
Follow-up any outstanding issues mentioned
Starters (see examples in a separate section of this handbook)
in the Manager On Duty logbook.
»»  Make certain you have up-to-date information on
––  Hilton websites
––  Customer benefits
»»  Confirm that you are appropriately attired
»»  Secure your Journey Ambassador pin from the Journey Ambassador
folder – and make certain it is properly affixed to the lapel of your jacket

Before you start your shift, secure your

Journey Ambassador pin to the lapel of your
jacket.

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 DURING YOUR SHIFT AS JOURNEY AMBASSADOR

•  At all times,
»»  Be hospitable
»»  Maintain the Hilton Brand Service Standards
»»  Smile – and keep a smile in your voice
»»  Demonstrate positive body language
»»  Be aware of, and take responsibility for your surroundings
––  Make certain that all public spaces are properly maintained
––  Inform the appropriate department about
Always be hospitable and use positive body
•   Any items in need of maintenance or repair
language.
•   Any safety or security issues
»»  Open doors for guests coming into or leaving an area
»»  Hold elevator doors for guests
»»  Always allow guests to proceed you and your fellow Team Members
when they are passing, entering, or exiting an area

•  You are responsible for being visible in the lobby (and accessible to guests) at all
peak arrival and departure times

•  Always remember that the first 5-10 minutes does the most to shape a guest’s
impression your hotel

•  Make it a practice, when appropriate, to check other areas of the hotel – or to go

wherever in the hotel your presence can be of value to your guests or your fellow
Open doors for guests coming into or
leaving an area. Team Members

•  Personally greet all guests entering the lobby

»» Good (MORNING/AFTERNOON/EVENING)
»»  Welcome to the Hilton (NAME OR LOCATION OF YOUR HOTEL)

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•  When interacting with guests
»»  Make eye contact
»»  Use their last name, if known
»» Greet the guest in their language if known
»»  Make it clear to that you enjoy interacting with them
»»  Use pleasant and positive language, such as
––  “My pleasure!”
––  “Certainly!”
––  “If you please…”
––  “Thank you!”
Personally greet all guests in the lobby,
––  Etc. make eye contact, and use their last name
and language if you know it.
»»  Engage them in appropriate ways to learn
––  The purpose of their travel
––  Any special needs or expectations they may have
––  Anything going on during their stay that might provide an
opportunity to Wow the guest and create Inspirational Hilton
Moments
•   Birthday
•   Anniversary
•   Honeymoon
•   Etc.
––  The quality of their stay
Engage with guests so you can learn about
»»  Listen to what they are really saying any special needs they have.

»»  Look for ways to offer assistance

I MPA CT YO UR S A LT
PE R FO R MA N CE S C OR E S

By following the procedures shown here

you’ll positively impact these
SALT Key Performance Indicators
(KPI)

•  Helpfulness of Hotel Staff

•  Staff made me feel welcome

throughout my stay

•  Overall Experience

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 •  If a party includes young children
»»  Acknowledge them positively
»»  If appropriate offer them a small surprise, such as a balloon, coloring
book, etc.

•  If a language barrier exists between you and a guest

»»  Ask them to take a seat
»»  Immediately find someone who can help

•  If you see a guest using the Kiosk, approach and offer to assist them

•  When you are providing directions to a destination in your hotel

If a party includes young children,
acknowledge them positively.
»»  Gently gesture in the correct direction using the palm of your hand (do
not point)
»»  Take the first few steps with them
»»  Offer to escort them to their destination

•  If you see guests who are looking or acting confused or lost,

»»  Approach them
»»  Ask how you can be of service
»»  If they are trying to find a destination in your hotel, escort them there

•  When guests provide comments and feedback – including positive impressions

of your hotel or fellow Team Members – make certain that they are properly
recorded

When providing directions within the hotel, •  If a guest reports a problem

gesture in the correct direction using the palm
of your hand.
»»  Apologize and express empathy
»»  Assure them that it will be taken care of
»»  Provide your business card and invite them to contact you at any time
»»  Follow up to confirm that
––  The problem was solved and
––  The cause of the problem was remedied to avoid it from
happening again
»» Make sure that the problem is described in appropriate detail in your
hotel’s MOD Log Book

If a guest reports a problem, apologize and

express empathy

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•  When you encounter departing guests
»»  Smile and greet them sincerely
»»  Inquire about their stay
»»  Thank them for staying at your hotel
»»  Invite them to return again
»»  Bid them a warm and positive farewell

AT THE END OF YOUR SHIFT

AS JOURNEY AMBASSADOR
When you encounter departing guests, smile
and greet them sincerely. Thank them for
•  Be certain to share any important information or events that happened on your staying with us and invite them to return.
shift with your fellow Team Members, including
»»  Best practices
»»  Problems requiring follow-up
»»  Positive guest comments
»»  Etc.

•  Make sure this information is also entered into the Journey Ambassador Log
Book

•  Meet with your Manager to review

»»  All guest and Team Member challenges
»»  All guest suggestions At the end of your shift, share any important
information or events with fellow team
members.

I MPA CT YO UR S A LT
PE R FO R MA N CE SC OR E S

By following the procedures shown here

you’ll positively impact these
SALT Key Performance Indicators
(KPI)

•  Overall Experience

•  Overall Service

•  Return to THIS hotel

•  Return to ANY Hilton

•  Recommend

•  Overall Departure

•  Loyalty
 DELIVERING THE BRAND PROMISE
As a member of the Hilton brand, always know that
Your work is valued
Your service is important
Your success is critical to the delivery of the Brand Promise:
“To enable each Guest be at their best around the world 24/7!”

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