OEM Guest Experience Ambassador (Floor Manager) - The Ben Hotel

Sage Hospitality•West Palm Beach, FL

About The Position

The Guest Experience Ambassador is a highly visible luxury hospitality professional who creates seamless, personalized in-room experiences throughout guests’ stays. Assigned approximately 30 rooms daily, the Ambassador serves as the floor’s host, concierge, and service liaison, ensuring that each stage of the stay—from arrival to departure—is handled with precision and warmth. Working from 11:00 AM to 7:00 PM, the role calls for strong awareness, emotional intelligence, and operational discipline. The Ambassador anticipates guest needs, discreetly coordinates services across departments, and maintains guest environments to luxury hospitality standards. The position embodies anticipatory service that is gracious, intuitive, and refined.

Requirements

High school education or equivalent experience.
One to two years of employment in a related position with this company or another organization.
Working knowledge of Housekeeping and the hotel's services, policies, and operations; this knowledge is generally learned on the job.
Supervisory skills.
Ability to communicate information and hotel services to management and guests.
Ability to inspect guest rooms, public areas, and back-of-house areas and review reports.
Ability to communicate with guests by telephone and with associates using a two-way radio.
Ability to interpret reports.
Ability to lift up to 50 pounds, push and pull up to 50 pounds, and carry up to 35 pounds.
Ability to perform continuous movement throughout the hotel, stand for approximately 90% of the shift, bend, occasionally kneel, climb stairs, and use ladders.

Nice To Haves

Luxury hotel, lifestyle property, or high-touch hospitality experience is strongly preferred.
Exceptional interpersonal presence and confidence in guest-facing environments.
Strong attention to detail and operational discipline.
Composure in high-occupancy, fast-paced settings.
Emotional intelligence and awareness of guest needs.
Passion for anticipatory service and luxury hospitality standards.
Clear communication and ability to collaborate across departments.

Responsibilities

Coordinate with the Front Desk in real time regarding room assignments, arrivals, and guest preferences.
Ensure amenities are prepared and presented before guests arrive.
Welcome guests to the floor with warmth, confidence, and discretion.
Escort guests when appropriate, introduce the room experience, and confirm service preferences.
Provide guests with direct contact information to support accessible, personalized service during their stay.
Inspect assigned stayover rooms for presentation, precision, and luxury-level standards.
Monitor departures and coordinate with Housekeeping to support seamless room turnover.
Review minibar consumption and communicate it accurately to the appropriate departments.
Maintain corridor presentation and ensure prompt tray removal and service follow-up.
Act as a communication hub between Front Desk, Housekeeping, Engineering, and In-Room Dining during peak operational hours.
Anticipate service opportunities and resolve concerns before they affect the guest experience.
Coordinate service discreetly while maintaining guest comfort and privacy.
Use technology and internal systems to coordinate services efficiently.