Guest Services Ambassador (Full Time)

Surety Hotel, located in the historic Hippee Building in downtown Des Moines, is a distinguished part of Marriott's Autograph Collection. This hotel melds the charm of a beautifully restored 1913 Beaux-Arts landmark with modern, world-class hospitality. Surety Hotel prides itself on marrying independent character with unmatched service, incredible design, and a superior level of hospitality rooted deeply in connection and community. The hotel offers 137 guest rooms and suites, along with vibrant gathering spaces and on-site dining at the Mulberry Street Tavern, making it a key destination for travelers and a point of pride for locals alike. Its name and ethos are inspired by the concept of a surety bond, symbolizing a promise of reliability and excellence in guest experiences.

The role of Guest Services Ambassador at Surety Hotel is integral to delivering this promise of exceptional hospitality. Unlike a typical front desk receptionist, the Ambassador truly owns the guest experience from the moment of arrival to departure. This full-time, non-exempt position reports directly to the Guest Services Manager and requires a proactive, detail-oriented professional who thrives on delivering personalized service. Ambassadors at Surety are the face of the hotel, engaging guests with warmth and professionalism, anticipating needs, and crafting unique experiences that surprise and delight. They are versatile, often acting as hosts, guides, concierge, bellmen, and valets depending on what the guest requires.

Ambassadors ensure that all reservation details are accurate and that guests feel welcomed and attended to in every moment of their stay. They tailor recommendations to individual preferences, accommodate special requests even if it means deviating from routine protocols, and apply sound judgment to enhance every stay. The Ambassador's role is both a science and an art — managing intricate details while creating memorable moments. Mastery of the hotel's systems is crucial, as is an in-depth knowledge of the hotel and local area to provide insightful suggestions. Maintaining a calm, professional demeanor and collaborating effectively with other departments to exceed guest expectations are essential to success in this role.

This position is ideal for those who refuse to settle for ordinary service and instead pursue excellence with creativity, passion, and a genuine commitment to hospitality. Surety Hotel fosters an inclusive and supportive environment where team members' unique talents are valued, making the Ambassador role both a challenging and rewarding career opportunity within a vibrant, historically rich setting.