Guest Services Ambassador

Reports to Director of Rooms and Guest Service Managers; 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 Ambassador owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed. This position turns details and tidbits about guests into recognition and actions that make a stay 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. 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. 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, adding a personalized touch to create a special memory. Master the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels. Attend to every detail of each guest, ensuring that all requests are delivered and no aspects are overlooked. Prioritize the guest’s satisfaction, adjusting actions and behaviors to support the guest’s needs at any given moment and willing to wear a variety of hats (bellman, valet, greeter) as required. Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence. Apply expert knowledge of service standards, procedures, and practices to independently remedy guest concerns and proactively suggest recommendations. Collaborate effectively with co‑workers and other departments to ensure guest needs are met, mending relationships if disagreements arise and responding to feedback. Go beyond the expectations of the position to assist guests, 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 varying shifts, which may include days, nights, weekends, and holidays. EEO STATEMENT Aparium Hotel Group does not discriminate based on disability, veteran status or 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. Aparium is an E‑Verify employer. #J-18808-Ljbffr