PUBLIC Advisor

Description

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.

We focus on the services that are universally appealing and appeal to people today, while doing away with services that are obsolete, superfluous or pretentious. We’re not about thread count – we’re about a comfortable bed. We’re not about serving coffee in fine bone china with white gloves on – we’re about delivering great coffee fast and hot.

For us, exceptional service is about getting everything you need and want, and nothing extraneous. Our service is personalized, with personalized attention and tailored solutions…because service is not ‘one size fits all’.

At PUBLIC, guests get more than what is expected and much more than what has traditionally been customary.

SUMMARY/OBJECTIVE
As a PUBLIC Advisor, you are the star of the show, an ambassador for the brand. There isn’t anything you wouldn’t do to make a guest’s experience the best it can possibly be. In this role, there are no boundaries or limits to what you’ll do to uphold PUBLIC’s values and philosophy at all times.

Just imagine you are the host of a party in your own home. You treat everyone with the utmost respect and are empathetic to their needs. Your smiling expression is the first thing a guest sees when they arrive, and you are the last to wave goodbye as their car pulls away. That first impression is a lasting impression, and it’s all because of you.

You are passionate, sincere and a social individual that loves interacting with all kinds of people. There is an instantaneous connection with everyone that you meet. When you engage with someone, they feel as if they are the only person in the room. It comes naturally to you…It’s in your DNA

You are naturally curious and are the authority on PUBLIC and everything that is going on inside as well as outside of the hotel…you advise, you direct, you console, you laugh, you smile, you inspire and you lead. You are on the frontlines, in the trenches, and you don’t mind rolling up your sleeves and getting your hands dirty.

You are everyone’s “go to” person. The “get it done, make it happen” individual. All aspects of a guest’s experience rests on your shoulders and we grant you ownership of their entire journey. We want you to own guest challenges and resolve them yourself. You make guests happy by creating unique resolutions that are uniquely for them. Each and every day is an opportunity for you to shine.

The ideal Advisor doesn’t need to come from the hospitality or service industry. It’s not about a skill set but about the kind of person you are. An individual that is in the know—maybe a tastemaker—and knows the latest and greatest places to go, must try restaurants, brands to wear, the latest trends. You understand and appreciate the PUBLIC brand, our philosophy as a transformative and groundbreaking lifestyle hotel, because you “get it”. It’s instinctual…and you live and breathe it. You are the physical manifestation of everything we are and are going to accomplish at PUBLIC. We can’t do this without YOU!

ESSENTIAL JOB FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Responsibilities and essential job functions include but are not limited to the following:

• Be an ambassador for PUBLIC by meeting and exceeding PUBLIC core objectives and values.
• Think and act like an owner.
• You understand PUBLIC’s core values and brand philosophy. You are the ambassador for the brand, crucial to communicating and executing Ian Schrager’s vision.
• You approach each day with heart and passion! You lead by example to create the energy of the PUBLIC brand.
• You’re always on stage—looking presentable and stylish, and always as the final touch, wearing a genuine smile on your face. Your demeanor sets the tone for how you, your colleagues, and your guests experience PUBLIC.
• You’re a collaborator, ready and eager to work together as a team with your fellow PUBLIC Advisors and other department team members to ensure every interaction a guest has—even if it’s not personally yours—is positive. You ensure that your team members know a guest’s last name before providing a service call; you introduce guests you’ve already connected with, to other team members.
• You’re supportive and respectful to your team members to ensure PUBLIC lives its core values not just front of house, but also behind the scenes, to make PUBLIC a fun and engaging place to be. You’re part of a team… a family… you’re all in this together! Don’t hesitate to call on your fellow team members if you need a hand, or provide one in turn.
• You love meeting people from around the world and can make connections with guests instantly and effortlessly. (Multilingual a plus!)
• You can stay cool under pressure and thrive in a super-fast paced environment
• You take initiative without direction & take ownership of every guest’s experience. From prior to their arrival—to the moment they arrive—until the moment they leave—and even afterwards.
• You know the fundamentals of hospitality, yet put your own personal spin and style on your interactions with guests and never sound robotic or insincere.
• You can read situations quickly and act bravely and confidently.
• You adapt to challenges easily and facilitate communication in a constantly changing environment.
• You’re great at multitasking, while keeping a meticulous attention to detail
• You have a can-do attitude—anything is possible! You’re always ready to roll up your sleeves and get things done
• “Not my job” is not in your vocabulary. You don’t pass-on any responsibility.
• Be friendly, charismatic, and create connections with guests
• Do everything humanly possible to satisfy guests and always be on constant look-out for guests who need assistance.
• Be the authority on everything PUBLIC! Know everything about the hotel and what it offers. Be an Expert on Public Knowledge.
• Act as the hotel’s Front Desk, Concierge, Bell, Door and “Keeper of cleanliness” of the Ground Floor and Lobby areas.
• Recommend the best places to dine, drink, shop, and be entertained in the Lower East Side and New York City.
• Book Concierge services, including dry cleaning pick-up & delivery, car services, and outings
• Be Proactive. If you see anything broken, report it and follow up. that. Anything from fluffing up pillows, removing garbage or glasses from the Lobby or Louis, checking the restrooms.
• Own complaints, find solutions, and ensure guest issues are resolved.
• Always protect the hotel & our guests—whether it’s adhering to financial standards, or following security procedures.
• Know all the in-room technology, guestrooms’ designs, views, & functions,
• Ensure compliance with all hotel policies and procedures at all levels.

Qualifications

REQUIRED SKILLS AND QUALIFICATIONS

• Expert in hotel operations and excellent working knowledge of all internal departments.
• Maintain a high level of personal appearance and hygiene at all times.
• Must have the ability to work a flexible schedule, including weekends, holidays and late hours when necessary.
• 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.
• Ability to behave at all times based on a guest responsive culture where exceptional guest service prevails.
• Be attentive, accountable and highly organized and has the ability to plan multiple activities in a timely fashion.
• Possess excellent interpersonal and communication skills.
• Possess excellent phone skills and be guest service oriented and proactive.
• Ability to maintain a positive and professional demeanor and composure at all times.
• Ability to be friendly, engaging, gracious and the ability to focus and connect with all guests and team members and exceed their expectations.
• Have an upbeat, energetic, authentic and professional attitude at all times.
• Know how to participate in a team environment and assist other departments when needed, providing lateral service.
• All other responsibilities, tasks and special projects as assigned by leadership.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
While performing the duties of this job, the team member is regularly required to talk and/or hear. The team member frequently is required to stand, walk; bend and lift of up to (30) pounds; use hands; and reach with hands and arms.

EDUCATION AND EXPERIENCE REQUIREMENTS

• A minimum of two years’ experience
• A comprehensive, working knowledge of the hospitality business
• Computer literacy to include: Hotel PMS and POS systems, Office suite
• Ability to comprehend, read, write and speak English fluently

OTHER DUTIES

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change based upon changing operational and environmental requirements. Such changes will be discussed with the team member and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Due to the nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The team member will carry out any other duties as are within the scope, spirit and purpose of the job as requested by their manager or department/division Head.

The team member will actively follow PUBLIC policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.