Guest Services Ambassador (Full Time)

Surety Hotel•Des Moines, IA

3d•Onsite

About The Position

Located in the historic Hippee Building in downtown Des Moines, Surety Hotel celebrates the city’s past while helping shape its future. Housed in a beautifully restored, 1913 Beaux-Arts landmark and now part of Marriott’s Autograph Collection, Surety blends independent character with world-class hospitality. Inspired by the meaning of a surety bond, we make a promise as well; unmatched service, incredible design, and a superior level of hospitality rooted in connection and community. With 137 guest rooms and suites, vibrant gathering spaces, and onsite dining at Mulberry Street Tavern, Surety is both a destination for travelers and a point of pride for the City of Certainties.

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; or comparable combination of education and experience
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

Responsibilities

Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
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. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands.
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. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback.
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.