Overnight Guest Services Ambassador (Night Auditor)

Heathman Hotel; Chicago (IL); On-site; USD 30,000 - 40,000; Full time

Job summary

The Heathman Hotel is seeking an Ambassador to enhance guest experiences through exceptional hospitality. This role requires a passion for service, attention to detail, and the ability to adapt to various guest needs. The ideal candidate will work primarily overnight shifts, ensuring every guest feels welcomed and valued. Join a team that celebrates diversity and is committed to creating an inclusive environment.

Benefits

Paid Vacation

Medical, Dental, Vision Insurance

401k Participation

Qualifications

• Minimum of two years of experience in guest/customer service.
• Professional proficiency in English in reading, writing, and verbal communication.

Responsibilities

• Own all aspects of a guest’s experience from beginning to end.
• Demonstrate passion and genuine care for all aspects of a guest’s experience.
• Collaborate effectively with co-workers and other departments.

Skills

Hospitality

Communication

Attention to Detail

Education

High School Diploma

Tools

Microsoft Excel

Microsoft Word

Job description

Location: Portland, OR

Job Id:235

# of Openings:0

Position is Non-Exempt

Join an incredible team to work in a respectful and progressive environment that values your unique skills!

BENEFITS

• Paid Vacation, Sick Time, and Holidays
• Medical, Dental, Vision, and pet insurance at an affordable group rate
• Paid time off to volunteer for the causes you care about in your community
• Strong sense of belonging through diversity, equity, and inclusion
• Discounted pet insurance available through ASPCA to care for your best friend
• 401k participation available for full-time associates to grow your nest egg

WHO WE ARE

The Heathman is Portland’s magnet for artistic minds. Since 1927, the Heathman’s unique atmosphere of cultured comfort has served as a muse for artists, creators, collaborators, thinkers, dreamers and doers. With its prime placement in Portland’s cultural district, the Heathman is distinguished by reputation as a discerning retreat for the global citizen, and a haven for creative inspiration.

Heathman Hotel is managed by Aparium Hotels. Aparium was founded in 2011 to bring lifestyle service and accommodations to underserved yet distinct and important cities while maintaining and celebrating the unadulterated character of each. Each hotel in our portfolio is an individual, representing the People, Place, and Character of its community. Driven by the belief that the poetics of their surroundings should fuel all hospitality experiences, Aparium was born with an intense focus on unearthing the unforgettable moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. We are a sophisticated hotel brand known for our ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, growing markets.

WHO YOU ARE

You are a night owl, feeling most alive while most everyone else is fast asleep. You have a passion for hospitality while enjoying the unique character of our overnight guests. You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn’t settle for the ordinary and has an aversion to blasé service, knowing that effort and spontaneity are alchemy for the extraordinary. You are genuine, yet polished, and aren’t afraid to venture outside of the norm and do things differently. You obsess over the details (the Science) and presentation (the Art), striving to create an experience that surprises and inspires. You relish the opportunity to be part of the distinctive soul of a unique hotel, where your creativity and passion are appreciated, supported, and expected.

WHAT YOU WILL NEED

• Passion for the people, place, and character of our community
• Availability to work primarily overnight shifts (11pm-7 am), which may include weekends and holidays, and even some mid-shifts.
• Valid driver’s license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles
• Minimum of two (2) years of experience in guest/customer service in hospitality or luxury goods/services; or a comparable combination of education and experience
• Professional proficiency in the English language in reading, writing, and verbal communication
• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals.
• Ability to lift up to 50lbs. for handling guest luggage.
• Ability to push a bell cart with guest luggage that may contain up to 100 lbs.

THE ROLE

The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. 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 makes a stay at The Heathman Hotel 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 adapt easily and do not hesitate to wear a variety of hats to support the experience, acting as a 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.

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 employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve.Aparium is an E-Verify employer.