Guest Services Ambassador Reports to Director of Rooms and Guest Service Managers; position is non-exemptWHO WE ARE Hotels done differently. It's not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character; ensuring our properties are a place where individuals are valued and celebrated as a tribute to the neighborhoods and the people of the communities in which we operate; elevating our associates' pride in who they are, where they live and who we serve. The Detroit Foundation Hotel has transformed the historic Detroit Fire Department Headquarters into a 100 room independent hotel that adds another piece to the ongoing Detroit renaissance puzzle. The hotel draws on the Motor City's unparalleled past while proactively moving the city to its next incarnation as a national cultural, business and artistic touch-point. Featuring an inviting ground-floor restaurant, The Apparatus Room, the hotel partners with local distillers, brewers, farmers and other edible sundry purveyors to deliver an authentic Detroit experience. Detroit Foundation is owned and managed by Aparium Hotel Group which was founded in 2011 by Chicago hospitality executive and entrepreneur Mario Tricoci and luxury hotel veteran Kevin Robinson. The duo saw a clear need for a company that could bring c-suite service and accommodations to underserved, yet distinct and important cities, while maintaining and celebrating the unadulterated character of each. Driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings, Aparium was born with an intense focus on unearthing the amazing 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. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets.
WHO YOU ARE:
You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn't settle for ordinary, and have an aversion to blasé service, knowing that effort and spontaneity are the 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.
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 employerWHAT YOU WILL NEEDPassion 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 vary 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.
