Guest Experience Ambassador (Floor Manager) - The Ben Hotel, Autograph Collection
About The Position
The Guest Experience Ambassador is a highly visible luxury hospitality professional dedicated to crafting seamless, personalized in-room experiences for guests throughout their stay. Assigned to approximately 30 rooms daily, the Ambassador serves as the floor’s host, concierge, and service liaison, ensuring every moment—from arrival to departure—is executed with quiet precision and genuine warmth. Working from 11:00 AM to 7:00 PM, this role requires exceptional awareness, emotional intelligence, and operational discipline. The Ambassador anticipates guest needs before they are expressed, coordinates services discreetly across departments, and ensures every detail of the guest environment reflects the highest standards of luxury hospitality. This role embodies the art of anticipatory service—gracious, intuitive, and effortlessly refined.
Requirements
- Exceptional interpersonal presence and confidence in guest-facing environments
- Highly detail-oriented with strong operational discipline
- Calm and composed in high-occupancy, fast-paced settings
- Natural emotional intelligence and guest awareness
- Passion for anticipatory service and luxury hospitality standards
- Ability to communicate clearly and collaborate across departments
Nice To Haves
- Luxury hotel, lifestyle property, or high-touch hospitality experience is strongly preferred.
Responsibilities
- Coordinate in real time with the Front Desk regarding room assignments, arrivals, and guest preferences.
- Ensure amenities are thoughtfully prepared and presented prior to guest arrival.
- Welcome guests upon arrival to the floor with warmth, confidence, and discretion.
- Escort guests when appropriate, introducing the room experience and confirming service preferences.
- Provide direct contact information to create ease, accessibility, and personalized service throughout the stay.
- Conduct detailed inspections of all assigned stayover rooms with a focus on presentation, precision, and luxury-level standards.
- Monitor departures and coordinate closely with Housekeeping to support seamless room turnover.
- Review minibar consumption and ensure accurate communication with the appropriate departments.
- Maintain impeccable corridor presentation and ensure prompt tray removal and service follow-up.
- Serve as the communication hub between Front Desk, Housekeeping, Engineering, and In-Room Dining during peak operational hours.
- Anticipate service opportunities and resolve concerns before they impact the guest experience.
- Coordinate service delivery discreetly while maintaining the guest’s sense of ease and privacy.
- Utilize technology and internal systems to ensure seamless, efficient service coordination.
Benefits
- Medical, dental, & vision insurance
- Health savings and flexible spending accounts
- Basic Life and AD&D insurance
- Company-paid short-term disability
- Unlimited paid time off
- Eligible toparticipatein the Company’s 401(k) program with employer matching
- Employeeassistanceprogram
- Tuition Reimbursement
- Great discounts on Hotels, Restaurants, and much more.
- Eligible toparticipatein the Employee Referral Bonus Program. Up to $1,000 per referral.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
