Guest Services Ambassador (Part Time)

Des Moines, IA, USA|Onsite

Job Overview

Employment Type

Part-time

Compensation

Hourly

Range $14.50 - $18.00

Work Schedule

Day Shifts

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Employee assistance program

flexible schedule

Job Description

Surety Hotel, located in the historic Hippee Building in downtown Des Moines, is a unique blend of the city’s past and future, offering world-class hospitality with a distinctive, independent character. Established in a beautifully restored 1913 Beaux-Arts landmark, the hotel is an esteemed part of Marriott's Autograph Collection. Surety Hotel is known for its commitment to unparalleled service, exceptional design, and an extraordinary level of hospitality grounded in community and connection. Boasting 137 guest rooms and suites along with vibrant gathering spaces and onsite dining at Mulberry Street Tavern, Surety Hotel appeals to travelers looking for more than just a place to stay — it’s a cultural destination and a point of pride for the Des Moines community. As a part-time Guest Services Ambassador at Surety Hotel, you become an integral part of this thriving establishment, supporting its mission of providing memorable, personalized, and engaging guest experiences.

The Guest Services Ambassador role at Surety Hotel extends far beyond traditional front desk responsibilities. Instead of simply managing paperwork and transactions, Ambassadors at Surety take full ownership of the guest experience from start to finish. This position requires a combination of hospitality expertise, genuine care, and a creative approach to service, ensuring that every interaction leaves a positive, lasting impression. Whether arranging the finer details of a surprise proposal or providing insightful tours of the locale, Ambassadors maintain intimate knowledge of the hotel and the surrounding community. They serve as gracious hosts who foster a welcoming atmosphere, making guests feel valued and understood. This role demands attention to detail, quick thinking, and adaptability, with Ambassadors frequently shifting between roles such as bellman, greeter, and concierge to fulfill guest needs seamlessly. By embodying the spirit and soul of Surety Hotel, Ambassadors help craft unique, personalized experiences that elevate hospitality to an art form. The part-time employment structure offers flexibility while providing invaluable experience in a dynamic, luxury hospitality setting with a clear pathway to professional growth within Aparium Hospitality Services and Marriott’s distinguished Autograph Collection.

Job Requirements

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
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, that may include days, nights, weekends and holidays

Job Qualifications

Minimum of two (2) years of experience in guest/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
Passion for the people, place, and culture of our community

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
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
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
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