Title: Ambassador (Desk Agent, Bell Attendant & Door Attendant)
Reports To: Guest Services Manager
As an Aparium Hotel Group associate your job is to remember. Remember all the small things at all times for each guest. Think creatively and instinctively responding in real time to requests and dealing with challenges inherent to your position with modesty and humility.
Generate amazing ideas to improve and enhance hotel operations and the guest experience and implement those ideas because you are an empowered team member.
Investigate your own practice of hospitality, improving, refining and sharing your ideas with others. Take pride in being a local expert for food, shopping, entertainment, travel and culture and act as an ambassador for our city.
You will be paid competitively with opportunities for advancement. Your success will be measured through favorable reviews and your ability to meet stated objectives. You’ll have the ability to create your own career path and move into other areas of interest as your goals change.
Must possess ability to coordinate with multiple tasks
Computer literacy to include: Microsoft Word, Excel, PowerPoint, PMS System, etc
Excellent interpersonal and communication skills; phone skills, customer service oriented, proactive and a team player
Understand guests service needs and exceeds their expectations taking advantage of opportunities to add a special touch
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in house events, directions, local attractions, check cashing, safety boxes, laundry and dry cleaning, etc.
Demonstrates upselling techniques while following reservation standards and the walk-in process
Greets guests who arrive by private car, taxi, limo by opening their car door and welcoming them to the hotel.
Unloads guest luggage from car, tags it and issues claim tickets to the guest
Handles guest’s check-ins/check-outs in accordance with hotel credit/cash handling policies and hotel standards in an efficient and friendly manner.
Promote guest loyalty program and provide recognition and benefits to all current members.
Maintain and adhere to hotel policies regarding a cash bank and make daily deposits with accurate report of receipts daily.
Properly handles and delivers messages, wake-up calls, mail, faxes, flowers etc.
Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive.
Responsible for ensuring the lobby is neat and tidy
Stays current by reviewing the communication log book each shift; updates log book for next shift
Empowered and empowers associates to intuitively serve each guest, associate, visitor or client
Follows their instinct and uses her/his best judgment to create experiences for guests that are thoughtful and genuine
Fully understands franchise honors program
Ability to handle night auditor duties such as: posting daily charges to folios, reconciling daily transactions for hotel and food and beverage, act as communication liaison for other night staff, resolving guest complaints and responding to emergency situations
Due to the cyclical nature of the hospitality industry, may be required to work varying schedules to reflect the business needs of the hotel.
Ensure the protection of guests’ room numbers and keys
Provides undivided attention to each guest
Demonstrates high degree of drive and determination
Works cooperatively with other people in order to achieve a common goal
Always under-promise and over-deliver
All other responsibilities assigned by management
College degree preferable with an emphasis in Hospitality Management
A minimum of 1 year of experience in a hotel services environment
Second language is preferred
ADAPTIVE: shows flexible thinking and embraces new technologies, processes, environments
PROACTIVE: responsible and collaborative and driven to make decisions with minimal supervision
AWARE: think ahead, anticipate. Under promise and over deliver
REAL: validate your guest and their needs, show your guest you’ve noticed them, make eye contact, authentic, not scripted
INTUITIVE: trust your instincts to do what you feel to be true even without conscious reasoning
UNDERSTANDING: recognize everyone in the hotel is a guest. Put their needs first. If you need to apologize, be sincere
MASTERFUL: be an expert, now your culture, show confidence
Standard hotel setting. Professional, passionate and positive work environment.
Will be outside consistently during all weather extremes
Continuous standing 100% of the shift with the exception of driving
Lifting/pushing/pulling/carrying required up to 200lbs. Carts maybe pulled up to the length of a full city block
Bending/Kneeling required 50% of the shift
Mobile position requiring 100% of the time
Valid driver’s license required. May need to move cars on the driveway or to the garage
Computer use 75% of the time
The Iron Horse Hotel is an equal opportunity employer. If you would like to be part of our team, please submit your resume and application to firstname.lastname@example.org with the job title in the subject line of the email.