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Guest Services Ambassador

3 months ago

Detroit, United States Detroit Foundation Hotel Full time

Reports to Director of Rooms and Guest Service Managers; position is non-exempt WHO WE ARE Hotels done differently. It’s not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character; ensuring our properties are a place where individuals are valued and celebrated as a tribute to the neighborhoods and the people of the communities in which we operate; elevating our associates’ pride in who they are, where they live and who we serve. The Detroit Foundation Hotel has transformed the historic Detroit Fire Department Headquarters into a 100 room independent hotel that adds another piece to the ongoing Detroit renaissance puzzle. The hotel draws on the Motor-City's unparalleled past while proactively moving the city to its next incarnation as a national cultural, business and artistic touch-point. WHO YOU ARE You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn’t settle for ordinary, and have an aversion to blasé service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are genuine, yet polished, and aren’t afraid to venture outside of the norm and do things differently. You obsess over the details (the Science) and presentation (the Art), striving to create an experience that surprises and inspires. THE ROLE The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Foundation, 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. WHAT YOU WILL DO Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest. 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. 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. 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. 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. Collaborate effectively with co-workers and other departments to ensure guest needs are met. 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. 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 up to 25 lbs. for handling guest luggage. Ability to push a bell cart with guest luggage that may contain up to 100 lbs. Ability to work vary shifts, that may include days, nights, weekends and holidays.

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