Reports to : Guest Services Manager, position is Non-Exempt WHO YOU ARE? Your past experiences have led you to understand that there is an art science to the how and what a hospitality operation professional is responsible for.

You delight in the smiles you share and the positive experiences that you create. You feel comfortable when things get busy, and you must make smart, in-the-moment decisions, as it is just natural for you to do so.

Above all, it is your mission to spread joy to all you encounter when ensuring kitchen is tight and spotless clean. You are energized through your own self-awareness to ensure we collectively collaborate to have the Front Desk experience one of a kind.

This individual also oversees the night audit operation to ensure closing of the night is done properly and accurately.

THE ROLE

The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards.

At the MC Hotel, 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 MC Hotel a personal, one-of-a-kind experience.

This individual also oversees the night audit operation to ensure closing of the night is done properly and accurately.

WHAT YOU WILL DO

• 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
• 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

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
• Experience with night audit
• 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 to 25 lbs. for handling guest luggage
• Ability to work vary shifts, that may include days, nights, weekends, and holidays

Benefits : We are pleased to offer a comprehensive array of valuable benefits to protect your health, your family, and your way of life.

All full-time regular associates are eligible to enroll in our benefit plans that include medical, dental, vision and supplemental insurances.

Last updated : 2024-05-13