Guest Experience Ambassador - Kimpton Marlowe Hotel

Kimpton Hotels & Restaurants; Cambridge (MA); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Kimpton Marlowe in Cambridge, MA, seeks a friendly guest services team member to provide outstanding service to guests from arrival to departure. You will assist with luggage, deliver amenities, and help guests with questions while maintaining a welcoming lobby and public areas.

The role requires a minimum of 1 year in customer service, a high school diploma (preferred), and the ability to work flexible hours including evenings and weekends. A $500 sign-on bonus is offered as part of the package.

Qualifications

• 1 year of experience in customer service or similar role.
• Flexible schedule including evenings, weekends, and holidays.
• Basic writing and professional communication skills.

Responsibilities

• Provide a positive first and last impression to guests.
• Assist with luggage and packages upon arrival and departure.
• Remain present in the lobby to welcome guests and answer inquiries.
• Deliver guest amenities and special requests to guest rooms.
• Assist valet during busy times and manage luggage handling.
• Maintain cleanliness and organization of lobby and public areas.

Skills

Customer service

Flexible schedule

Basic writing

Education

High School Diploma (preferred)

Job description

The hourly pay for this role is $17 plus tips. This is only applicable for jobs to be performed in Middlesex County. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately

Job Information

Join Our Team & Earn a $500 Sign-On Bonus!

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

Provide a positive first and last impression to guests as they arrive and leave the hotel. When servicing guests, you're professional, and friendly. Assist with luggage and packages upon arrival and departure and arrange transportation when necessary.

Some of your responsibilities include:

• Set up, refresh, and clean the Morning Kickstart breakfast area.
• Set up, stock, maintain, and clean the Social Hour area.
• Remain present in the lobby to welcome guests, answer inquiries, and assist with guest needs.
• Restock children’s and pet amenities as needed.
• Restock and organize the lobby bodega/market area.
• Refresh and maintain the appearance of the lobby throughout the day.
• Deliver guest amenities and special requests to guest rooms.
• Assist with luggage handling and bag drops for group arrivals and wedding guests.
• Maintain cleanliness and organization of the bell closet.
• Provide exceptional guest service while ensuring all public areas remain clean, stocked, and guest-ready.
• Get assignments, keys, and special guest requests from your supervisor at the beginning of your shift.
• Greet guests and take luggage to guestrooms promptly when checking in and upon checking out, check and secure guests' luggage until departure.
• Hail taxicabs and answer inquiries, carry luggage to the curb to meet transportation.
• Provide the guest(s) with information about their stay, the hotel, and answer questions.
• When the concierge is not available, book tours and assist with general information inquiries.
• Keep bell closet clean and neat, polish and clean bell carts daily, keep lobby area and public areas clean and tidy, deep clean other assigned areas.
• Submit all found articles accompanied by a Lost & Found Report.
• Assist valet when they are busy, cover for lunch breaks. Ensure that the "white zone" is kept free and clear for guest arrival and in the case of an emergency.
• Deliver messages, packages, flowers, wine, and housekeeping items (hair dryers, ironing boards, irons, laundry/dry cleaning etc.) to guest rooms upon request.
• Clean and set-up meeting room functions, direct guests to various meeting rooms.
• Set-up and maintain complimentary hotel lobby functions including the morning coffee service and the nightly concierge events.
• Turn in any keys to the proper department when your shift ends.

What You Bring

• High School Diploma is preferred.
• 1 year of experience in customer service or similar role.
• You've got a flexible schedule, able to work evenings, weekends, and holidays when needed.
• Basic writing skills, professional communication skills.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.

Be Yourself. Lead Yourself. Make it Count.

Sign on Bonus:

Join our incredible team at Kimpton Marlowe and enjoy a $500 Sign-On Bonus!

$250 paid on your first paycheck
$250 after successfully completing 90 days

Amazing people. Amazing culture. Amazing perks. We'd love to meet you!

Disclosures

*The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
* No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

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