Guest Services Ambassador

Aparium Hotel Group; Detroit (MI); On-site; USD 35,000 - 55,000; Full time

Job summary

Aparium Hotel Group in Detroit is hiring a Guest Services Ambassador to provide exceptional guest experiences. The role involves handling all interactions with professionalism, ensuring each guest's needs are met with enthusiasm and care.

The ideal candidate will demonstrate a passion for hospitality, have a minimum of two years in guest service, and excellent communication skills. The position demands attention to detail and the ability to adapt to various situations to maintain guest satisfaction.

Qualifications

• Minimum of two years in customer service for luxury goods or services.
• Professional proficiency in English, both verbal and written.
• Ability to lift and manage guest luggage and carts.

Responsibilities

• Ensure all aspects of a guest’s experience are exceptional.
• Handle special requests that may require unorthodox solutions.
• Actively communicate with guests and departments to meet needs.

Skills

Guest/customer service experience

Communication skills

Knowledge of the local community

Attention to detail

Education

Two years in guest service or relevant experience

Tools

Microsoft Excel

Microsoft Word

Job description

GUEST SERVICES AMBASSADOR

Reports to Director of Rooms and Guest Service Managers; position is non‑exempt.

About the Role

The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Foundation, the Ambassador owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed. The ambassadors are exquisite hosts, just as comfortable arranging the details of a surprise proposal, as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Ambassador knows the ins and outs of both the hotel and the surrounding community, and with a gracious demeanor and warm presence makes every guest entering the lobby feel at ease, knowing that they have selected the right place. This position turns details and tidbits about guests into recognition and actions that make a stay at Foundation 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, understanding that the hotel guest is your guest.
• 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, ascertaining satisfaction throughout and adjusting as necessary.
• Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment.
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory.
• Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre‑arrival to post‑departure.
• You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience.
• Always prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands.
• Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence.
• Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests.
• Collaborate effectively with co‑workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback.
• Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co‑worker, cross‑train in another department, or fulfill a reasonable request by a manager.
• Aparium Hotel Group does not discriminate based on disability, veteran status or on 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.

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 varied shifts, that may include days, nights, weekends and holidays.

As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and a sense of belonging for all associates. We do not discriminate and believe every individual should be proud of who they are, and where they come from and take pride in who we serve. Aparium is an E‑Verify employer.