Hospitality Insider: The Lobby Lizard

My new role continues to take me down to memory lane, and this past week, a dear colleague who I admire very much reminded me of my days as a lobby lizard. The fun part is when I shared that with my peers who′ve never worked in operations in a hotel, many didn′t know what it meant.

I guess this is one of those insider knowledge kinds of things, if you know you know, so I decided to write about it.

Have you ever heard of a lobby lizard? If you have never worked in a hotel, you likely haven′t, but if you have stayed in a hotel before you have likely spoken to one.

The term “lobby lizard” has an interesting history. It’s an expression that emerged in the hospitality industry.

Originally, it referred to individuals who frequented hotel lobbies, bars, or lounges, often for socializing or networking. These guests would linger in the common areas, sometimes striking up conversations with other visitors or hotel staff.

Over time, the term evolved to describe hotel staff members who actively engage with guests in the lobby. These staff members play a crucial role in guest satisfaction.

When the hotel lobbies get full of guests, often times it creates anxiety and ultimately deliver a bad experience for the guests waiting to be helped. The lizard's job is to go around the lobby, speaking with guests and hopefully solving their needs while front desk focuses only on the guests checking in and out.

The lizard′s purpose is to create a welcoming atmosphere by engaging with guests and contributing to an overall positive experience.

The lizard will dispatch guests requests to maintenance or housekeeping, give directions and information, track or log lost and found, fetch for packages and even manage complains or other crazy events like calling animal control when there is an alligator in the pool for example. The lizard′s job is to keep an eye on the lobby, ensuring the safety of guests. They may also assist during emergencies.

Lobby lizards are the friendly faces that welcome guests as they arrive at the hotel. They provide a warm and hospitable first impression. They can answer questions about hotel amenities, nearby attractions, dining options, and transportation.

They offer recommendations for restaurants, sightseeing, and entertainment. Their familiarity with the local area is valuable. Some hotels encourage lobby lizards to promote additional services, such as spa treatments, room upgrades, or special packages.

To be a lizard you have to have excellent verbal communication skills, listen actively, empathize with guests, and convey information clearly. You must be patient and diplomatic, dealing with various guest personalities requires tact. You must be great at problem solving, think on your feet to resolve issues efficiently. Lobby lizards are always dressed professionally and maintain a neat appearance. This is a dynamic environment to work in so you must be adaptable.

While the term may sound whimsical, lobby lizards contribute significantly to guest satisfaction. A friendly, attentive lobby lizard can turn a minor inconvenience into a positive memory for guests. Their presence ensures that guests feel valued and cared for throughout their stay.

So, the next time you encounter a lobby lizard in a hotel, appreciate the important role they play behind the scenes!

If you have stories from lizarding times, I would love for you to share them.