Guest Experience Ambassador

Kimpton Hotels & Restaurants•Cambridge, MA

About The Position

The Guest Experience Ambassador provides a positive first and last impression for hotel guests, welcoming them on arrival and assisting them at departure. The role involves professional, friendly guest service; handling luggage and packages; arranging transportation; responding to questions and requests; and helping keep hotel public areas clean, stocked, and guest-ready. The ambassador supports hotel hospitality functions, including the Morning Kickstart breakfast area, Social Hour, morning coffee service, and nightly concierge events. The role also includes delivering requested items and amenities to guest rooms, supporting meeting room functions, assisting valet when needed, maintaining lobby and bell-closet appearance, and following hotel procedures for found property and keys.

Requirements

One year of experience in customer service or a similar role.
Basic writing skills.
Professional communication skills.
Flexible schedule and ability to work evenings, weekends, and holidays when needed.

Nice To Haves

High school diploma is preferred.

Responsibilities

Set up, refresh, and clean the Morning Kickstart breakfast area.
Set up, stock, maintain, and clean the Social Hour area.
Welcome guests in the lobby, answer inquiries, and assist with guest needs.
Restock children’s and pet amenities as needed.
Restock and organize the lobby bodega/market area.
Refresh and maintain the appearance of the lobby throughout the day.
Deliver guest amenities and special requests to guest rooms.
Assist with luggage handling and bag drops for group arrivals and wedding guests.
Maintain cleanliness and organization of the bell closet; clean and polish bell carts daily.
Keep lobby and public areas clean and tidy, deep-cleaning other assigned areas.
Provide exceptional guest service while ensuring public areas remain clean, stocked, and guest-ready.
Obtain assignments, keys, and special guest requests from a supervisor at the beginning of the shift.
Greet guests, promptly take luggage to guestrooms at check-in, and check and secure luggage at checkout until departure.
Hail taxicabs, answer inquiries, and carry luggage to the curb to meet transportation.
Provide guests with information about their stay and the hotel, and answer questions.
When the concierge is unavailable, book tours and assist with general information inquiries.
Submit found articles with a Lost & Found Report.
Assist valet when busy and cover lunch breaks; keep the white zone clear for guest arrivals and emergencies.
Deliver messages, packages, flowers, wine, and requested housekeeping items to guest rooms.
Clean and set up meeting room functions and direct guests to meeting rooms.
Set up and maintain complimentary hotel lobby functions, including morning coffee service and nightly concierge events.
Turn in keys to the proper department at the end of the shift.