Hospitality Ambassador

Hospitality Ambassador

The Hospitality Ambassador is the personal host of our most valued guests and the caring, compassionate face of both The Grand America and The Little America. Serving as the primary point of contact for VIP guests from pre-arrival through departure, the Ambassador partners closely with the Convention Services, Catering, Sales, Executive, and operational teams to anticipate every need and ensure that each guest is genuinely welcomed, thoughtfully cared for, and made to feel unmistakably special. The role is defined by the little touches that turn a stay into a lasting memory. The Ambassador arranges and oversees the delivery of amenities, welcome gifts, and special requests; plans and personally executes celebrations for birthdays, anniversaries, proposals, and other milestones; and inspects VIP guest rooms and public areas to ensure they are pristine and ready ahead of arrival. Staying current on all rates, packages, promotions, in-house groups, and VIP arrivals across both properties, the Ambassador anticipates needs before they are spoken and provides thoughtful solutions in the moment.

Why Work at Grand America & Little America Together, The Grand America and The Little America set the standard for hospitality in Salt Lake City two celebrated properties in the heart of downtown, surrounded by acres of gardens and known for the kind of service that guests remember for a lifetime. To work here is to represent that standard and to join a team that takes genuine pride in the details that make a stay extraordinary. A truly distinctive setting. From elegant interiors and beautifully landscaped grounds to award-winning dining and refined amenities, you will work in two of the most respected properties in the Intermountain West. Real growth and development. We invest in our team members and believe in developing leaders from within. The Hospitality Ambassador role is a platform to grow your career in luxury hospitality, supported by leaders committed to your success. Recognition that means something. We celebrate the team members who bring our service standards to life and make a difference for our guests every day. A one team, one dream culture. We foster an environment of respect and genuine support, where every team member is trusted to do their best work and is set up to succeed. When you join Grand America and Little America, you become part of a team dedicated to creating extraordinary experiences and to one another.

Responsibilities

• Serve as the primary point of contact and personal host for VIP guests throughout their stay, from pre-arrival through departure.
• Partner with the Convention Services, Catering, Sales, Executive, and operational teams to anticipate and coordinate the needs of VIP guests and their groups.
• Arrange and oversee the delivery of amenities, welcome gifts, and special requests to guest rooms.
• Plan and execute special occasions and celebrations birthdays, anniversaries, proposals, and other milestones that make guests feel recognized and valued.
• Anticipate guest and visitor needs and provide thoughtful solutions, often before they are asked for.
• Inspect VIP guest rooms and hotel public areas to ensure cleanliness, condition, and readiness ahead of arrival.
• Be aware of all current rates, packages, and special promotions.
• Be familiar with all in-house groups and VIP arrivals across both properties.
• Maintain detailed documentation of guest preferences, requests, and follow-ups to build lasting guest relationships.
• Proficient in front-of-house duties and responsibilities: Front Desk operations: guest arrival and departure, proficient billing skills, and guest resolution. Guest Relations: dispatch for housekeeping, food and beverage reservations, engineering, and general calls. Concierge: broad understanding of local attractions, restaurants, transportation, and shopping. Bell operations: lifting and moving luggage, parking valet vehicles, and assisting with guest arrival and departure. Uphold the grooming and professional appearance standards that reflect the luxury experience of both properties.

Qualifications

• 3+ years of customer service experience required (hotel experience preferred).
• Must have schedule flexibility, including evenings, weekends, holiday shifts, and overtime when needed.
• Excellent written and verbal communication skills required, as Ambassadors handle a large volume of guest and team correspondence via email.
• Knowledge of hotel operating systems, including property management systems, dispatching software, and reservation systems.
• Ability to identify and prioritize issues.
• Excellent organizational skills.
• Proficient conversational English language skills required.
• Physical ability to stand and walk for extended periods of time. Must be able to lift up to 50 lbs.

The Hospitality Ambassador's Impact at Grand America & Little America

Genuine hospitality, made personal. The Ambassador is the human relationship behind our most important guest experiences, turning a reservation into a warm, personal welcome and making every VIP feel known, valued, and truly at home at both properties. Anticipation guests can feel. By reading needs before they are spoken and coordinating seamlessly across every department, the Ambassador ensures that amenities arrive, occasions are celebrated, and preferences are honored often before the guest has to ask. A legacy of guests who return. The relationships the Ambassador builds and the memories they help create are what bring our most important guests, groups, and partners back to Grand America and Little America year after year. Accountability for the whole experience. As the single point of ownership for VIP guests, the Ambassador connects Front Desk, Housekeeping, Food & Beverage, Engineering, and Bell and Valet into one seamless experience and personally sees each detail through to completion. When performed with care and excellence, the Hospitality Ambassador role is not a support function but a driver of the experience that makes Grand America and Little America what they are.

Equal Opportunity Employer

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