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Guest Service Ambassador

3 months ago

Montclair, United States Aparium Hotel Group Full time
Position: Guest Service Ambassador Location: Montclair, NJ
Job Id: 304 # of Openings: 1 Guest Service Ambassador, Full-Time Reports to: Guest Services Manager, position is Non-Exempt WHO WE ARE? Hotels done differently. It's not a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character. We ensure our hotels are a place where individuals are valued and celebrated, elevating our associates' pride in who they are, where they live and who we serve. Our hotel is a tribute to the neighborhoods and the people of the communities of where we operate. The MC Hotel is part of Marriott's Autograph Collection, bringing an authentic experience to the heart of Montclair, New Jersey for the first time in decades. The 159 room, ground-up development opened in 2019. Complete with restaurant, rooftop bar featuring unparalleled views of Manhattan, and curated lobby market, The MC Hotel serves as a central hub for visitors and residents of Montclair, a city known for the arts and creativity. The hotel is managed by Aparium Hotel Group founded in 2011 is driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings, Aparium was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets. WHO YOU ARE? Your past experiences have led you to understand that there is an art + science to the how and what a hospitality operation professional is responsible for. You delight in the smiles you share and the positive experiences that you create. You feel comfortable when things get busy, and you must make smart, in-the-moment decisions, as it is just natural for you to do so. Above all, it is your mission to spread joy to all you encounter when ensuring kitchen is tight and spotless clean. You are energized through your own self-awareness to ensure we collectively collaborate to have the Front Desk experience one of a kind. This individual also oversees the night audit operation to ensure closing of the night is done properly and accurately.

THE ROLE
The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At the MC Hotel, the Ambassador owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest's visit special is missed. The ambassadors are exquisite hosts, just as comfortable arranging the details of a surprise proposal, as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Ambassador knows the ins and outs of both the hotel and the surrounding community, and with a gracious demeanor and warm presence makes every guest entering the lobby feel at ease, knowing that they have selected the right place. This position turns details and tidbits about guests into recognition and actions that make a stay at MC Hotel a personal, one-of-a-kind experience. This individual also oversees the night audit operation to ensure closing of the night is done properly and accurately.

WHAT YOU WILL DO
  • Own all aspects of a guest's experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
  • Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
  • Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest's likes or dislikes enabling you to add a personalized touch that creates a special memory
  • Demonstrate mastery of the hotel's systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
  • You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
  • Always prioritize the guest's satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
  • Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
  • Demonstrate expert knowledge of the position's service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
  • Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
  • Seize any opportunity to go beyond the expectations of the position to assist with a guest's needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
WHAT YOU WILL NEED
  • Passion for the people, place, and culture of our community
  • Minimum of two (2) years of experience in guest/customer service for luxury goods or services; or comparable combination of education and experience
  • Experience with night audit
  • Professional proficiency of the English language in reading, writing and verbal communication
  • Valid driver's license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles
  • Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
  • Ability to lift to 25 lbs. for handling guest luggage
  • Ability to work vary shifts, that may include days, nights, weekends, and holidays
Benefits: We are pleased to offer a comprehensive array of valuable benefits to protect your health, your family, and your way of life. All full-time regular associates are eligible to enroll in our benefit plans that include medical, dental, vision and supplemental insurances.

As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve.
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