Guest Services Ambassador (Full Time)

Des Moines, IA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $14.50 - $18.00

Work Schedule

Day Shifts

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

401(k)

Employee Discounts

Professional Development

Employee wellness programs

Job Description

Located in the historic Hippee Building in downtown Des Moines, Surety Hotel is a landmark destination blending the charm of a beautifully restored 1913 Beaux-Arts building with the modern comforts of world-class hospitality. As part of Marriott's prestigious Autograph Collection, Surety Hotel offers an independent character infused with luxury and exceptional service. With 137 elegant guest rooms and suites, vibrant communal spaces, and an onsite dining experience at Mulberry Street Tavern, the hotel serves as both a welcoming retreat for travelers and a proud emblem for the City of Certainties. Surety Hotel's commitment is embodied in its name, inspired by the concept of a surety bond, promising unmatched service, incredible design, and an elevated hospitality experience anchored in community connection.

The Guest Services Ambassador position at Surety Hotel is a full-time, non-exempt role reporting directly to the Guest Services Manager. This role transcends the traditional front desk receptionist duties, focusing instead on owning and enhancing every aspect of the guest experience. The Ambassador is a highly polished, genuine, and creative host who ensures each guest feels uniquely recognized and cared for from arrival to departure. This role deeply intertwines the art of personalized service with the science of attention to detail, weaving together intuitive guest interactions with flawless operational execution.

Ambassadors are adept at managing guest needs beyond standard expectations, from arranging surprise proposals to providing insightful local recommendations and flawlessly navigating hotel systems and communication channels. The role demands a warm, engaging presence and thorough knowledge of both the hotel’s offerings and the cultural fabric of Des Moines. Ambassadors are versatile, often stepping into varied roles such as bellman, valet, or greeter to support a seamless guest journey. They collaborate closely with all departments to proactively address guest concerns and enhance service standards. This position is ideal for someone passionate about hospitality innovation, community connection, and delivering memorable, one-of-a-kind experiences. Candidates will demonstrate professionalism, discretion, and a commitment to the values of diversity, inclusion, and equal opportunity as practiced by Aparium Hospitality Services, the parent company ensuring a supportive and smoke-free work environment.

Job Requirements

Passion for the people, place, and culture of our community
Minimum of two (2) years of experience in guest or customer service for luxury goods or services
Professional proficiency of 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 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 varying shifts, including days, nights, weekends and holidays

Job Qualifications

Passion for the people, place, and culture of our community
Minimum of two (2) years of experience in guest or customer service for luxury goods or services
Professional proficiency of 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 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 varying shifts, including days, nights, weekends and holidays

Job Duties

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
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
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