Overnight Guest Services Ambassador

Reports to: Guest Services Manager, position is non-exempt 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. You relish the opportunity to be part of the distinctive soul of a unique hotel, where your creativity and passion are appreciated, supported, and expected. THE ROLE The Overnight Guest Services Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At our hotel the night auditor owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed. The night audits 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 the Surety Hotel a personal, one-of-a-kind experience. 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, 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 Aparium Hotel Group does not discriminate based on disability, veteran status or on any other basis protected under federal, state or local laws. The hotel and company are a smoke-free, drug-free facility, and equal opportunity employer 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