Hotel Ambassador (Full-Time)

Hotel Ambassador Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. The Hotel Ambassador creates a positive first and lasting impression for guests by providing exceptional service throughout the hotel. This position serves as an "Aloha Ambassador" in the lobby and public areas, supports Bell Services operations, and conducts routine patrols of parking structures and hotel areas. Responsibilities Serves as a visible and approachable Hotel Ambassador and create a welcoming atmosphere for all guests and visitors. Greets guests with a warm and friendly demeanor upon arrival, departure, and throughout their stay. Actively seeks opportunities to create memorable guest experiences through personalized service and meaningful guest engagement. Embodies and promotes the spirit of aloha in all guest and associate interactions. Engages with guests in the lobby, porte cochere, and public areas to aid and anticipate guest needs. Assists guests with directions, hotel information, resort amenities, transportation options, local attractions, dining recommendations, and area activities. Escorts guests to guestrooms, outlets, meeting spaces, and other hotel facilities as needed. Maintains current knowledge of hotel services, operating hours, promotions, special events, and local attractions. Provides Bell Services with the loading, unloading, storage, tagging, and retrieval of guest luggage. Delivers guest luggage, amenities, packages, flowers, messages, and requested items to guestrooms in a timely and professional manner. Assists with guest room orientations and provides information regarding hotel amenities and services. Maintains luggage storage areas in an organized, secure, and orderly manner. Coordinates and assists with guest transportation requests, taxi services, ride-share services, and shuttle departures. Supports Front Desk, Bell Services, Valet, Concierge, and other Guest Services operations during peak business periods. Conducts routine patrols of parking structures, stairwells, elevators, and designated hotel areas. Monitors parking facilities to ensure cleanliness, safety, and a positive guest experience. Assists guests with locating vehicles and navigating parking structures and guest parking areas. Maintain Pagoda Provisions including restocking and upkeep. Identifies and reports safety hazards, maintenance concerns, damaged equipment, lighting outages, cleanliness issues, and suspicious activity to the appropriate department. Ensures guest-facing signage within parking structures and public areas is visible, accurate, and in good condition. Monitors guest and vehicle traffic flow and provides assistance during periods of high occupancy, special events, and group arrivals. Communicates guest concerns, service opportunities, and operational issues promptly to supervisors and appropriate departments. Responds promptly and professionally to guest requests and service recovery opportunities. Maintains knowledge of emergency procedures and assists guests during emergency situations as directed. Assists with evacuation procedures, guest communications, and emergency response efforts when necessary. Cross-trains in all Guest Services functions to support operational needs. Feed Koi and interact with guests during the feeding. Participates in required training programs, departmental meetings, and guest service initiatives. Maintains a professional appearance and upholds all hotel service standards and policies. Perform other duties as requested by management. Qualifications High School diploma or equivalent required and/or experience in a hotel or related field preferred. Previous customer service, hospitality, or guest relations experience preferred. Valid driver license preferred. Guard Card Benefits We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future. Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions Paid holidays Paid vacation Paid sick leave (provided in accordance with applicable law) Employee assistance program (EAP) Educational opportunities / Tuition reimbursement Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law For Employees Based in Washington: 8 paid holidays per year Up to 20 days of paid vacation per year, based on classification and length of service Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next. For Employees Based in Colorado: 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year Up to 20 days of paid vacation per year, based on classification and length of service 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked. For Employees Based in California: 8 paid holidays per year Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO. Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next. Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable. **The above-referenced benefits do not apply to part-time positions