SUMMARY/OBJECTIVE
The Public Advisor is a manifestation of the culture of PUBLIC. They are friendly, outgoing, and smart, and their sole commitment is to ensure a swift check-in and check-out experience, and to be the guests’ gracious host throughout their stay, with answers to all questions, solutions to all problems, and recommendations for every whim or curiosity. The Public Advisor takes over responsibility of the guest journey from the Public Greeter. As soon as the guest enters the building and until the minute they leave, the Public Advisor is responsible for delivering the PUBLIC experience.
ESSENTIAL JOB FUNCTIONS
Responsibilities and essential job functions include the following:
-
Ensure a swift check-in and check-out experience.
-
Be educated on all technology related to the arrival and departure experience, including Opera, all IreckonU features, Knowcross, PBX, POS, etc.
-
Resolve all possible guest issues by owning complaints, finding solutions, and ensuring the guest issues are resolved in a timely manner—escalate if needed.
-
Assist the Shift Supervisor with any operational or recovery work.
-
Be knowledgeable and able to answer all guest questions regarding how to use the guest room and all design features.
-
Know everything about the design of the hotel, including architects and artists.
-
Be prepared to answer all phone calls, always adhering to proper telephone etiquette.
-
Have intimate knowledge of the day-to-day events and activations across PUBLIC’s bars, restaurants, and event spaces, with a goal of making personalized recommendations and reservations for our guests.
-
Refer to PUBLIC’s Neighborhood Guide to recommend the best places to dine, drink, shop and be entertained throughout the Lower East Side and New York City.
-
Know all local essential services, such as public transportation, banks, hospitals and doctors, groceries, etc.
-
Look for any opportunities to ask guests if they would like a drink and assist with bar service.
-
During the times you are not busy with a guest, you are responsible for the physical condition of the Lobby and Ground floor and must conduct periodic walks of the
-
Lobby and Ground floor, always adhering to the “Look Book” standards as determined by ISC Design. You should be:
- Removing all trash and refuse throughout the Lobby and Ground floor.
-
Removing everything and anything that does not belong on the bleachers.
-
Organizing all lobby and ground furniture and fixtures per Look Book standards.
-
Ensuring the couch pillows are fluffed and everything is in its proper place.
-
Contributing to basic Lobby bathroom cleanliness, and ensuring that bathrooms are always appropriately stocked with toilet paper, disinfectant, soap, etc.
-
Ensuring elevator floors and vestibules are clean and free from trash.
-
Enforcing “guest only” policies when needed.
-
Ensuring that all publicly available PPE (Personal Protective Equipment, including Lysol stands and wipes) is properly placed and stocked throughout the hotel.
-
Perform all other responsibilities, tasks and special projects as assigned by leadership.
ESSENTIAL QUALIFICATIONS
-
At least 2 years Front Office experience
-
Professional telephone etiquette
-
Must be organized and capable of multi-tasking and time management.
-
Capable of mastering all technology related to the Front Office (Opera, Knowcross, IReckonU, MCOM, Revinate, 2-way Communication, etc.)
-
Must have the ability to work a flexible schedule, including weekends, holidays, and late hours when necessary.
-
Knowledge of the culture of downtown NYC.
-
Maintain a high level of personal appearance and hygiene at all times.
-
Must have the ability to report to work on time and when scheduled.
-
Must have the ability to stand and/or walk for extended periods of time.
-
Possess excellent interpersonal and communication skills.
-
Ability to maintain a positive and professional attitude at all times.
-
Know how to participate in a team environment and assist other departments when needed, providing lateral service.
-
Must be able to lift, push, and pull items up to 40 pounds.
OVERVIEW
While there are many pillars that are central to our mission, service is the center of the center. It is the most important thing at PUBLIC. We deliver service that is personal, attentive, gracious, friendly, knowledgeable, genuine, and unscripted – from people who are passionate, sincere, curious, empathetic, and social…who love making others feel good.
At PUBLIC, guests get more than expected and far more than what is traditionally customary.
